The player from Brazil has not received her withdrawal. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Mr Fortune Casino - Player's withdrawal has been delayed.
Amount: 545 R$
Mr Fortune Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.2
Mr Fortune Casino has a Safety Index of 5.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I'm trying to withdraw my win of 545 reais, but it's already past the payment deadline and they don't give me a return, I can't contact them even through the casino chat and it's causing me great inconvenience.
Automatic translation:
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1 year ago
Dear brugero_90,
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 the 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,
Kristina
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1 year ago
Dear brugero_90,
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.
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1 year ago
Translation
Payment was made after 14 days of much insistence via chat and email, while they claimed that my documents were not in agreement, I had no CPF number and the name of the document was illegible, and all documents were in agreement, the dispute it was for R$545.00, I received R$500.00
Automatic translation:
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1 year ago
Dear brugero_90,
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
