Mr Fortune Casino - Player’s account is blocked with pending withdrawal.

have $7500 pending withdrawal…

Currently have $7500 pending withdrawal and now I've been blocked from my account even though I've been a platinum VIP for over 1yr and have not tried to make any cash outs until now. Ive uploaded all verification needed to provide proof of my identity, the visa used to deposit and proof of account ownership. They are now withholding my winnings because I can't provide a photograph of an old card I used to deposit that has since been lost and blocked and it has no option to remove old deposit methods otherwise would have since deleted the card when lost. Now I can no longer even log into my account, let alone claim the funds I rightfully won. I've been a loyal long term player and would have deposited thousands since opening my account and the one time I try finally make a claim I get blocked from access and have the funds withheld. I feel like they where asking me for further verification until there was one thing I was unable to provide so they could claim my withdrawal. I'm extremely upset, the fact I've been completely blocked from my account over not being able to provide evidence of an old card that I haven't even used to deposit in months when I provided verification of the visa that they initially wanted that I recently and always use to deposit, along with further proof of account ownership and statements of my deposits to Mr Fortune. I'm a solo mum and that money is almost life changing for me and my daughter, when I've deposited the last of what money I've had on this site hundreds of times over with no issues to take my money, only now I'm trying to take some back that I get blocked and given some ridiculous reason to why my withdrawal can't go ahead. I really like this gaming platform, the bonuses and platform was really good. But now I'm really devastated and feel scammed out of thousands and not able to claim my winnings that I rightfully should be able to claim

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your lost debit card seems to be the only issue? Has the casino approved the rest of your documents?  
• Have you made any deposits with other cards or payment methods?
• Have you accumulated your winnings with the help of bonus, please?

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

Best regards,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear francarr22269,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru