Fruity King Casino - Player’s withdrawal has been delayed.

Hi I started to play with fruityking casino , deposited 1 k and won 4 k on roulette since i started to winning i recive a email saying they need to check my account, asked about all my documents which i sended on the 6th of August, and what I can see on my profile is verified , but when I go to live chat they never know whats going On and telling me to wait for email, when I email them there's No reply , my account is still under restrictions and my withdrawn showing pending for 4 days , there's No reply from any one cant get any help from this casino so I please May some one help me here

Dear Mirga94,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Yh my account is showing them documents ive send verified , but I cant use this account and my withdrawn Not showing aproved just showing pending . Thanks for reply that Quick

Hiya, ive spoke to the casino , I think they wont Pay me the money , the air me , on the live chat the only saying you will be contacted via email , I emailed them about 20 times not reply at all its a week now , my withdrawn still showing pending , my account is under restructions , ive sended them all documents And its shows verified , the worst thing theres their sire called instantgamesupport And when you email them you get a ticket, and all them tickets they ready all my emails And marked as resolved without replying to me and not doing anything, I am Fed up trying to get hold of them please can you help me , ive deposited 1 thousend and won 4 thousend and have nothing from it , I know you only People you can help me . Thank you

Hi is there anyone to help me?

Thank you for your reply, Mirga94. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint opened and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience and please, let us know if there is anything new in the meantime.

Dear Mirga94,

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.

Have you got any email i can send you what they sended me ? They cant Pay me out because ive covered to much numbers on roulette i never heard something like that

Of course, Mirga94. You can forward all the important communication between you and the casino to kristina.s@casino.guru, or alternatively, you can post it here. Thank you in advance.

I did send it to you kristina , the casino said it wont lay out because on roulette i can use more than 20 numbers is a joke 🤣🤣🤣

Thank you very much Mirga94 for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Ok thanks

Hi Mirga94,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Fruity King Casino to the conversation to participate in the resolution of this complaint.

Ok thanks waiting for update , did you read the email ive send to your friend?

Yes, I read the email. We need to wait for a response from the casino.

Ok thanks

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’.

Hi Mirga94,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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. In the meantime, I recommend you to contact the eCOGRA - an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1), and submit a complaint to them. It collaborates with the Gambling Commission (UK license authority) and has better options and tools to help players. Please let me know if you need help with filling the form or how the ADR responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter