Hello Fortune Casino - Player's withdrawal request is delayed due to a deposit issue.

Made a deposit of 20 euros, on 26/2 2026 played and wagered the money, won and made a withdrawal of 609 euros. The withdrawal was supposed to take a maximum of 21 days, I have now waited for 2 months, according to chat support I have not made a deposit, although I have shown proof of it, I have sent a screenshot of the deposit, the name on the receipt is Lemon Quissy, and the support writes that it is not their casino, I try to make a new deposit, to see the name, and Lemon Quissy came up, I canceled the deposit, and I announce this in the chat, then they only refer to the canceled deposit and say that it is the only deposit that is visible, but they see that I have a pending withdrawal. Every time I chat I get exactly the same answer, and that they notify the finance department that my withdrawal should be prioritized. Last day 2/5 I chatted and still get the same answer, and now they say I didn't send a screenshot, so I sent it again today, but then the chat was broken. I have chatted several times during these 2 months and it doesn't feel like it's people who answer, rather AI, I have also asked to get the deposit back, but it's not possible because I didn't make a deposit, according to the chat support. I believe this is fraud and I have been cheated out of my money.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Am I correct in understanding that your deposit from 26 February was credited to your casino account without any issues, and that you used it to play and win?
• Can you see this deposit recorded in your casino account’s transaction history?
• How many deposits have you made in this casino so far?
• Please forward all communication between you and the casino’s customer support regarding the issue with your deposit to veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika