Grand Fortune Casino - The player's withdrawal is delayed.

I managed to get through the wagering of the free no deposit bonus and it now says I am able to withdraw $117.63.

I sent in all the required documents for withdrawal in february (more than 8 months ago) and haven't received a response since.

Hello Torleif,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue. Please allow me to ask you a few more question before we would move forward in the case.

Did you ever deposit into the casino? When was the last time you communicated with the casino? Is your account currently still active?

It seems strange that the casino did not respond you for such a long time. Please forward us any relevant proof or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you out with your issue.

Regards,

Nick

I don't remember if I deposited to the casino, probably not. My account is still active and I am able to login and gamble with the money. Even though it says "withdrawable balance" when I enter the withdraw page it says I'm able to withdraw 0-0 USD.

The last e-mail I received from the casino was on february 26th. I tried contacting the casino several times after that and received no reply

Here's the e-mail that I received on february 26th 2021:

Hi Torleif,Congratulations on your WIN!

Your withdrawal request has been received by Grand Fortune. Please take a look at our Terms & Conditions for an estimate on withdrawal times.

For questions or help, please contact us.

Sincerely,

The Grand Fortune Team

Email: support@grandfortunecasino.com

And now I cannot login to my account anymore. It says username is not found.

I was able to login few days ago but it seems they deleted my account now.

Hello Torleif,

Could you please advise how could you login if your account is closed? Did the casino give you any explanation of the account closure?

I cannot login now. Now explanation from the casino.

I think they are trying to run from their liabilities by closing the account.

Have you contacted the casino?

Hello Torleif,

In the first step we are trying to get as much information from the player as we can and after that we try to contact the casino. At this point, I will now forward your complaint to my colleague Martin who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hello Torleif!

I will take care of your complaint from now on. I would like to invite representatives of Grand Fortune Casino into this complaint in order to help us resolve the issue.

Thank you so much!

Hopefully the matter will be solved quickly since I have waited for such a long time.

I have sent in the documents for verification again and am waiting for a response.

I was just chatting with Morgan Peters, customer support at Grand Fortune Casino.

He informed me that players from my region are not eligible for the bonus that I wagered through.

I received the bonus in february and the casino did not say anything about players from my region not being eligible for the bonus. I have played through the wagering and have been ignored for months. Now they say I am not able to withdraw.

Greetings all,

I am looking into the situation and I'll see what I can do for you Thor99.

Best wishes,

Nick and Grand Fortune

Thank you, Nick!

I look forward to hearing from you

No response from Grand Fortune Casino yet.

Dear Nick and Grand Fortune,

Have you managed to get any information on the situation with the bonus and eligibility?

Greetings all,

There has never been a question, players from the Faroe Islands are entitled to deposit and play with us however they are not entitled to free welcome chips. As thor99 was informed he is technically not eligible to receive a withdrawal on the win. I am doing what I can however to see if we can work around this. Thanks everyone for your patience.

Best wishes,

Nick and Grand Fortune

Dear Nick and Grand Fortune,

Kindly note, in the instance that the player was given the opportunity to play the bonus and managed to win, we believe the fair solution in this situation is for winnings to be payed out, even if he was not eligible for the bonus.

We are looking for your answer on what is possible to be done.

Greetings all,

I genuinely apologize for the delay but the individuals I need to review this with have been taking their annual leave the last portion of the year. Everyone is expected to return the first week of January so hopefully I will have an update for you then.

Season's greetings and thanks for your patience and understanding.

Best wishes,

Nick and Grand Fortune

Dear Nick and Grand Fortune,

We will be awaiting your answer in the first week of January.

Hey everyone,

Happy New Year and I hope you all had a lovely holiday.

So, I have received approval to pay out on the welcome chip per request by Martin and casino.guru. Currently the funds are in your playable balance Thor99 so I'll need you to complete the necessary documentation for account validation and payout in the cashier section on the website then request the amount for withdrawal.

Once all this is in place I can move forward on getting the funds to you.

Best wishes,

Nick and Grand Fortune

Sounds good!

I will keep Casino Guru updated on the process.

I have sent in the required documents for verification.

Hello thor99!

I am delighted to see the good news and also thank you for keeping us on track with the process. I will be awaiting your further updates until you'll receive the payment.

I have now been approved for withdrawal and have made a withdrawal request.

Excellent customer service from Grand Fortune so far!

Grand Fortune said it takes 5-10 days to receive the money but they were sure it would take less than that. I will keep you updated.

Hello thor99!

Thank you for keeping us up to date on your case. Please let us know when your withdrawal will be successful. I will set the timer for 7 days for you, so you will be able to inform us once you receive your winnings.

Dear thor99,

Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Unfortunately, the player hasn’t responded to our messages and questions. Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we are forced to reject this complaint.

The player can reopen this complaint anytime.