The player from Finland reported that the casino was not paying out winnings. Additionally, the customer service was extremely slow and often unreachable. The player confirmed he had passed the identification process and eventually received his winnings after persistent efforts. The issue was marked as resolved by the Complaints Team.
Mr Fortune Casino - Player’s winnings are delayed and customer service is slow.
Amount: €250
Mr Fortune Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Translation
They don't pay out winnings! Customer service is extremely slow, if you can reach them at all.
Automatic translation:
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1 month ago
Dear Jakke67,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you made any successful withdrawals from this casino before?
Could you please specify if you passed the full KYC verification?
Have you accumulated your winnings with or without an active bonus?
When exactly did you submit your most recent withdrawal request?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
1 month ago
Translation
I have not withdrawn before, and I did pass the identification! And finally I got my winnings👍although it required a little decoration! Before anything started happening!
Automatic translation:
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1 month ago
Dear Jakke67,
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,
Veronika
Casino.Guru
