Mr Fortune Casino - Player's withdrawal has been delayed.

I have withdrawn my money for over a week and then they approved the withdrawal which removed my funds from the casino but still not sending the money. I'm at zero and my money is going nowhere. My money is real, no bonuses and I already passed the KYC. But these people don't help, and what they say is that the money still hasn't been sent, so why did they take my money from my funds. They are thiefs. I leave a chat uploaded to download where the person who attended me shamelessly told me that what I must understand is that I have to wait, period. It is what I must do. And honestly, I already waited too long, they are thieves

Dear amcalderon1994, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please clarify when exactly you requested this withdrawal? Have you made any successful withdrawals before?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards, 

Kristina

Hello, my withdrawal was made on June 1. From there they asked me to verify additional documents which I sent. And there they approved the withdrawal on June 11. As it is already approved but the chat tells me that they have not sent the money, it should be noted that I withdraw through skrill although I have no problems if they send me through astropay. I have already withdrawn before and when they approve the withdrawal the money arrives instantly since they are electronic wallets. The truth is that I expected this occasion to be like this but I see that it is not, it is disappointing to wait 14 days for a real withdrawal. But as I said in previous withdrawals, the money arrives instantly once approved. But I hope to receive it soon, anyway I open the complaint because the chat is not fatal, I even attached the last chat. If it doesn't arrive in 14 days, which I think is the safest, what will happen?

Hello I want to add information. Via email they told me that my payment was made to my bank account internationally. But it did not arrive since the bank rejected it, it should be noted that I have never deposited by bank account ever, I have deposited by skrill and by astropay. I contacted the support and they don't work, they confirm that the payment was rejected and that I should go and claim Skrill, I have no problems. But what do I claim? I told them to tell me the transaction number of the payment made to my skrill or the legal document that alleges that the payment was made and that it was rejected. They didn't know how to respond and just cut the chat. My money is there with them since according to what they refused the payment and he had to return them. So how can I receive my money? Please help me,

I can't add the PDF document with the chat 🙁 because I downloaded it from the lousy service of these scammers

Thank you very much for your reply, amcalderon1994. Could you please forward the most recent communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello dear Kristina, I have just sent the PDF file of the aforementioned conversation. Thanks for the help I hope this casino takes responsibility soon

Thank you very much, amcalderon1994, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, amcalderon1994!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team