Grand Fortune Casino - Player can't access a site and retrieve pay out.

They'll take ur deposit but they won't pay out... I no longer can access their site...

Dear beercats0321,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you provide information on the most recent instance when you managed to access your casino account successfully?
• Has your account been verified without any issues in the past?
• When have you requested a withdrawal of your winnings?
• Have you attempted using different devices to access the website?

In recent days, we have received numerous complaints regarding several casinos within this group experiencing the same issue of inaccessibility. We have reached out to the Casino Representative and we received information they recently experienced technical difficulties.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Tomas

Dear beercats0321,

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.

To it may concern..

Yes I have been verified.. The last time I've been able to login to my account was back on November 1st. I also go emails stating that you'll received my deposit and received my withdrawal.. But after i requested a withdrawal... I haven't been able to access the site. Yes I tried different browsers cleared my cookies and tried different devices and still not able to access....

Have you contacted casino support regarding your issue with withdrawal and account block?

Have you received any response?

If you were in contact with the casino, please send me the correspondence between you and the casino to my email at tomas@casino.guru

I reached out multiple times and still nothin from them... Ill attach screen shots.

I sent you an email on Tomas@guru like u requested

Thank you very much, beercats0321, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you beercats0321 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Grand Fortune Casino for their help in resolving this complaint. We would like to know why is the player unable to access your site and what can we do in this situation to resolve this issue.

Thank you!

Thank you Tomas u for your time helping me with with this, I greatly appreciate.

I greatly appreciate it Peter nice meet you.

Greetings all,

Grand Fortune Casino has been closed however all legitimate winnings will be honored, I will need some time in order to review the account in question as it's not as simple as with an operational casino however I will let everyone know here when I have further information.

Thanks so much for your patience and cooperation,

Nick and Grand Fortune

Greetings all,

Apologies for the delay however I am still waiting for access to the Grand Fortune backend, thanks so much for your patience and understanding.

Best wishes,

Nick and Grand Fortune

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 beercats0321, the affiliate in charge of the complaints for this casino is currently indisposed and has asked us for some extra time to resolve this complaint. I ask for your patience during this time.

Thank you!

Okay thank you

Greetings all,

Apologies for the delay, we have been out of the office for the holiday. I have requested all financial details for the account in question and they should be forthcoming shortly. Once I have a clearer picture of the situation I will update this thread.

Best wishes,

Nick and Grand Fortune

Greetings all,

I'm afraid the only available data in this case is the financial data for deposits and withdrawals, the play history is no longer available. Due to the unusual circumstances of the case I believe it is best to err on the side of the player and pay the disputed amount, I will see what can be done to make that a reality. Could you please provide your Bitcoin address beercats0321? I am certain that Peter will be kind enough to keep the post private so as not to be available to prying eyes.

Best wishes,

Nick and Grand Fortune

Greetings all,

This is an unusual circumstance as there is no documentation involved, more of a leap of faith. I am working on getting the funds out the door however it could take some time as the internal financial system does not show any debt on the part of the casino. I am still not certain where the funds can be sent from but I'm working on the situation. Thanks everyone for your patience and wish me luck!

Best wishes,

Nick and Grand Fortune

Greetings all,

I'm pleased to say that payment should be forthcoming quite soon.

Best wishes,

Nick and Grand Fortune

Thank you very much for the update Nick.

Dear beercats0321, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

No I havent received any the funds.. sorry

GREETINGS ALL,

When should I be expecting the winnings by chance... I still haven't received any funds yet.... Sorry for this...

Panchito

Greetings all,

I can't say precisely unfortunately, as it is not part of our normal financial system the funds need to be issued from a separate account not associated with our payouts department. As I understand it we are now waiting for the requested funds to be credited to the sending account and will issue payment as soon as these funds are available.

Best wishes,

Nick and Grand Fortune

GURU

Thank you for the update Grand Fortune.

How are we gonna proceed.. Be patient and wait... And if so how long. Please let me know greatly appreciate.

Greetings all,

Yes, be patient and wait is the current state of things. It is in the necessary hands to make it happen for us and with any luck you will be seeing those funds soon beercats0321.

Best wishes,

Nick and Grand Fortune

Peter

Still haven't received the funds... Still waiting patiently.... It's been over a month since they agreed to payout... Do we just patiently wait still. Thanks again...

Panchito

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.

Greetings all,

I am very pleased to report that payment was issued yesterday, the 29th of February and has been confirmed delivered in Blockchain Explorer. Thanks to all involved for your patience in the matter.

Best wishes,

Nick and Grand Fortune

Thank you very much for the update Nick.

Dear beercats0321, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

To: Peter To The Rest of the Team

Nick from Grand Fortune

I just want to say thank you so much for taking the time to work out this issue... It took some time. I can't say how thankful for the effort and time You put into this Peter thank you again.

Panchito

Dear beercats0321,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Pete