Mr Fortune Casino - Player's withdrawal amount was reduced unfairly.

My withdrawal amount was changed from R5500 to R3750 because they said bonus winnings was capped but i didnt use any of bonus to bet, all winnings was from my money, i cancelled whole bonus to request withdrawal. And in their terms & conditions it clearly says that max payout will apply once you receive & play free spins, bonus or cash & will apply to any funds from bets resulting from these funds. So if i didnt use bonus to bet how can maximum payout apply & none of my winnings was derived from betting with bonus. They also took R512 in my wallet, reason never given. They havent replied to my emails querying it. Ive got screenshot i took just before i requested my first withdrawal of R6000 & it clearly shows R200 bonus still there i never used any of it & i had to cancel it to make withdrawal. Also have screenshot showing my wallet zero but below in gambling history can see my last best & bal i had in my wallet. Also sent screenshot of my withdrawal request of R5500 & when it was changed to R3750 & email they sent. If you need more details please let me know

Dear laeequahhoffmann,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you activated any deposit or no-deposit bonus to play with? If so, please send me the exact link or the name of the bonus you took, and specify if you fulfilled the wagering requirements.

Have you made any successful withdrawals from this casino before?

Could you please confirm if you passed the KYC verification?

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

Dear laeequahhoffmann,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.