mFortune Casino - Player’s winnings haven’t been received yet.

I deposited £400 , but decided that I didn't want to use it afterall (xmas money) , so i withdrew it, but , despite dozens of live chat conversations, and emailing mfortune, my money is no where to be seen ..... this money was not winnings.

I've submitted documents as requested so I don't know why it still hasn't been returned.

Dear heya123,

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

they keep saying it will be refunded, rest assured etx etc but they haven't even emailed me to confirm this......they haven't asked for any further documents as I submitted all, plus this is money I deposited with using on their casino, so it doesn't even include "winnings"

*without using their casino (edited(

still no sign of my money

Dear heya123,

Have you received your withdrawal from the casino yet?

no i haven't!!!

they sent me a generic message but have not explained why they are still withholding my £400 , I can screenshot the message?

like Ive explained to them....it was NOT winnings I didn't want to use it after I deposited it , so I withdrew.... still no sign but they haven't explained why

Thank you for your reply, heya123. Have you made any successful withdrawals before? Have you received any confirmation regarding successful verification?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear heya123,

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.

they refunded it after 2 months of stress ..

Dear heya123,

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.

Best regards,

Kristina

Casino.Guru