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I withdrew 100 euro and requested closure of account due to gambling issues . Chat informed me that this was possible . A few days later I was emailed (13 April ) telling me that my withdrawal was being processed but I needed to complete additional information and they gave me a link to click . Unfortunately the link went to the casino and asked me to log in which I couldn’t as the account had been closed ( upon my request ) . Then I emailed them for weeks and got no response . On 25 April I received an email saying my withdrawal has been cancelled as they had to carry out routine security checks and that it would be sorted . I contacted chat on the 19th May and they told me that they would reopen the account just for the purpose of me completing me withdrawal . That never happened

Dear Spike25,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hello Fortune Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you contacted live chat after your account wasn't reopened? What have you learned?
• Do I understand correctly that you submitted what you thought was sufficient information via email, but the casino didn't provide any feedback regarding the verification of your details?

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

Best regards,

Tomas

Hello

Yes I contacted chat many times . Only on Monday if this week chat told me they would reopen my account in order to fascilitate me completing the withdrawal process . This never happened . On Tuesday I contacted them again and they told me I would be notified by email of reopening . I received nothing . I have been waiting for my money since the start of April

Thanks for your reply.

• Has the casino allowed you to withdraw funds from your account since your last post?

Please let me know.

No . And ignoring my emails

Thank you very much, Spike25, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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.

Hello Spike25,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Spike25,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Hello Fortune Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

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.

Dear Spike25,

I have repeatedly tried to contact Hello Fortune Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

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

I recommend choosing casinos based on 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,

Kubo