Europe Fortune Casino - Pelaajien talletukset viivästyvät ja niitä ei ole hyvitetty.

On 20th March 2025 I tried to make a deposit via e-wallet to this casino. The transaction said successful at my end but due to it being slightly under the amount I had stated to deposit there was a delay at their end and it wasnt credited. I then made another deposit to compensate for the difference thinking that should fix the issue. It didn't. I got busy for a few hours and thiking by the time I came back to it the system would have caught up and the money would be credited to my gaming account. This also was not the case. Testing things thinking it could be an issue at my end I made a third deposit hoping it might kick things into gear and add all 3 deposits, this was also not the case. The second attempt was also significantly higher than the difference "missing" from the first transaction after follwing the link they provided claiming would fix the issue. I made contact with casio to query this to which I was given incorrect information iin regards who I needed to contact to get it resolved. After several failed attempts I tried to reach out to casino again to which staff was all of a sudden unavailable and having to wait over 12 hours to even be able to attempt to make contact again. Once I finally was able to I provided them proff of successful transaction from my end which they said date and time didnt match. Once I pointed out the time difference of our countries and the fact the transaction said there was a delay of 7 minutes it took to process it, plus not taking into account daylight savings change had not been taken into consideration by their system they then accepted the fact the transcation matched. They then said due to it being underpaid it wasbt added to my gaming account to which i gave them proof of my second transaction to compensate for it after following their link. I was then told due to the payment not being made within a certain time frame it wasnt accepted. The time delay came from their system which i provided proof of to which they said they needed more info about the transaction. I gave them absolutely every piece of information from all 3 transactions to which I then realised the amount they removed was significantly higher than my initial intended amount. At this point I then realised it was over 300 Euro they took but would still not credit to my gaming account after acknowledging they had received the money. They then told me they needed more info which is impossible due to there not being any part of any transaction screen i had not already provided. Again though to humor that I took screenshots once again of every mm from every screen available regarding said transactions from both mobile and desktop versions proving I had already provided them with the proof all 3 transactions were in fact successful. They have been extremely rude and unhelpful the entire time and more than 10 days later to eve get a response in any capacity from them is like pulling teeth much less actually having the issue resolved. The money is still not on my gaming account nor has been credited back to my e-wallet leaving things at this stage of them stealing over 300 Euro from me and no longer even responding. I have at no point been rude to them nor given them any reason to treat me in any unfair or unreasonable capacity or to behave in such a disgusting manor toward me..... BE VERY VERY CAREFUL IF USING THIS CASINO!!! At this stage they are proving very much so that they are just scammers! I have all communication with them resulting in more screenshots than I am able to upload here but am happy to provide them whenever/ however they are required.

Dear icecold666,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

What e-wallet service did you use for the deposits? Have you considered reaching out to your e-wallet provider for additional support or information regarding the transactions?

Was it your first deposit in this casino?

Please could you forward the payment receipt and any relevant communication to dominika.l@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Dominika

I used trust wallet and made the deposits using bitcoin. It was not my first deposit at this casino and I had made other deposits at different casinos using the same method with no issues what so ever only a very short period of time prior to this one. No I haven't reached out to e-wallet service due to the fact they did nothing wrong in any sense of the word so I didn't want to make it their problem due to them having no fault in this what so ever. I provided on several occasions the proof in it's entirety to the point of not one single mm of the transaction invoice and details being missing leaving there with no more possible info being available that is related. every screen I have access to has been provided to them from both mobile and desktop versions just to cover all basis. I will forward you all screenshots via email right now.

At this stage I would rather just get my money refunded than to even play at their casino anymore. No trust, no faith and nothing nice to say in the slightest in regards to their staff conduct......

Dear icecold666, did you make the deposit directly through your account via the casino's website?

Can you provide us with the payment hash for the transaction(s) from Trust Wallet so we can look into it more thoroughly?

Have you been able to make any progress with the casino since your last communication, or are you still waiting for a resolution on your issue?

Yes. I sent them to you via email already. But no progress from casino side. They've acknowledged they received all 3 payments but are saying due to their system being slow the second 2 were received but not before their system timed out in order to add it to the first transaction

Dear icecold666, have you been able to reach an agreement with the casino regarding the issue, particularly about receiving a refund for the deposits?

Any additional information about your current status with the casino would be very helpful in moving forward with your complaint.

Still no resolution. Again they admitted they received the payments yet still not rectifying it. I don't even want to play at their casino. I just want my money refunded in full.

Thank you very much, icecold666, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear icecold666,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Europe Fortune Casino representative to join this conversation and participate in resolving this complaint.

Dear Europe Fortune Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They have asked the experts and the experts have verified to them (by admission) that everything I said was correct. They are also saying that they are not willing to do anything else without me providing more evidence. It has been verified by the experts from trust wallet twice that there is no other info associated in existence with these transactions they have not been provided. I asked them for picture examples of exactly what the additional info should look like or what it should contain wto which they can't/won't answer......

They are blatant scammers, thieves and disgusting to deal with!

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru