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

Withdrawal request made on 6/12, the transfer was not completed. I sent emails to support and received no response.

Attached is a photo of the request with the amount and reference number.

Dear Sula0616,

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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

I understand, but ten days have passed since the withdrawal request and nothing has been responded to when contacting support via email.

In the account section there is no place to track the status of the request. After the request, nothing is registered at the casino.

I'm glad I took a print of the Order.

I await contact to progress the request.

Have you received your payout since your last message? I'll wait for your reply.

I still haven't received the payment and no contact from the Casino either.

It has been 16 days since the date of the withdrawal request.

Thanks

Thank you very much, Sula0616, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear Sula0616, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Mr Fortune Casino representative to join this conversation. 

Dear Mr Fortune Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hi Katarina, nice to meet you and thank you for your attention.

I am available if you need any information to resolve this issue.

Thank you for your help.

Hello All,

Thank you for your patience as we assessed your request.

Our team has examined your account and determined that the withdrawal request made on 2024/06/12 was rejected on 2024/06/13.

An email was sent on 2024-06-13 to sulapanccioni@gmail.com, notifying them that the withdrawal request was declined due to bets exceeding 10% of the bonus amount while the wager was active.

The Bonus Terms and Conditions state the below:

The following wagering activities are not allowed until the wagering requirements of this bonus have been completed:

4. Betting more than 19 BRL per spin or 10% of the received bonus amount (the smaller of the two) on a slot game

If, on review of your wagering activities, it is found that you have performed one of the above, your winnings will be removed.

The General Terms and Conditions apply.

After examining your game activity, we observed that bets amounting to 4 BRL were placed on 12 June 2024.

This information is verifiable in the Transaction History of the account and the Game History, which can be provided upon request.

The terms and conditions pertaining to each bonus are accessible and reviewable on the specific bonus pages within our casino platform.

These Terms and Conditions are prominently displayed on every promotion for players to review before claiming a promotion.

Furthermore, they are also sent via email to each player upon claiming a promotion.

By providing transparent and easily accessible information, we strive to ensure that our players are well-informed and can make informed decisions regarding their bonus usage.

We encourage all players to carefully read and understand the terms and conditions associated with each bonus to ensure a positive and enjoyable gaming experience.

If anything further is needed, please do not hesitate to contact us.

Best regards,

Mr Fortune Representative

Firstly, I didn't receive any email from support about the refusal.

Second: bets made worth 4 reais on June 12th, how? If I requested the amount on that day.

Third: why didn't my balance of 300 reais return to my account?

I will withdraw my bets.

I know the betting limits well and they don't exceed 2 reais in all the slots I play.

Dear Sula0616, 

thank you for your answer.

Dear Mr Fortune Casino,

thank you for your reply and explanation. We take seriously the accusations you mention. Would you be able to provide the game log for the set period of time, please? You can sent it to my email: katarina.d@casino.guru.

Looking forward to your reply.

Dear Katarina,

We have sent the Game History and email to katarina.d@casino.guru.com as requested.

If any further information is needed, please do not hesitate to contact us.

Best regards,

Mr. Fortune Representative

Katarina, good morning

Just so you understand the case a little better...

MrFortune offers free spins where I got the value of R$12.00.

Rollover, if I'm not mistaken, 55x.

I completed the rollover and had a balance of approximately R$430.00... the Casino discounted R$100.00, I don't know why and I was left with R$330.00.

I played another R$30.00 and requested a withdrawal of R$300.00.

I do not have an email explaining why the withdrawal was refused. Shouldn't the amount of R$300.00 be returned to my balance and a message within the Casino explaining it?

Thank you for your help

Dear Mr Fortune Casino,

my email is katarina.d@casino.guru. Would you be able to resend it, please?

Dear Katrina,

The email and attachments have been sent as requested.

Best regards,

Mr Fortune Representative

Dear Mr Fortune Casino,

I have not received anything yet. Will you be able to resend it, please? My email address is katarina.d@casino.guru

Dear Katarina,

The email and attachments have been sent again as requested.

If it is not received, kindly provide an alternate email address to send it to.

Best regards,

Mr. Fortune Representative

Dear Mr Fortune Casino,

thank you very much, I received an email from you.

Dear Mr Fortune Casino,

after due consideration of the game log you provided it is clear that the breach has occurred in the middle of playing. However, the bet of 4BRL you mentioned in the previous message, had occurred only twice and there is no win from those bets. It is also important to mention that previous bets were for 0.4 BRL and it is very possible that the higher bets were placed by a genuine mistake. Please also take into consideration that this player has spent significant amount of time on your website.

Dear Sula0616, 

did you play on the mobile device or on the computer, please?

Good morning

Game on mobile device

Grateful

Dear Sula0616, 

thank you for your reply.

Dear Mr Fortune Casino,

will you be able to reconsider your decision based on the facts I provided in the precious message, please?

Dear all, 

Thank you for your patience while we reassessed the matter.

Following additional review and consideration, we can agree that the irregular play that took place was most likely a result of a genuine mistake. 

Therefore, we have taken the decision to reinstate player's winnings for 300 BRL and process their withdrawal.

Please note that prior to processing the payment, the player will be required to provide the releant documents for KYC verification. 

Should anything further be required for the resolution of this complaint, feel free to let us know.

Best regards,

MrFortune

Dear all,

I've already sent you the documents, but I've just sent them again,

I look forward to hearing from you if you need anything else.

Thank you

Good morning

Updating the situation...

I have sent the following documents:

Driver's License, Proof of Address, General Registration and Selfie.

I received an email from Fortune Verifications asking for documents.

I sent the documents again via the website and also by email.

They replied that they had received the documents and would look into the withdrawal request.

Analyze???

Again?

Complicated

Dear Sula0616, 

thank you for your message.

Please understand, that verification or better known as Know Your Customer (KYC) is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. That is why it sometimes takes some time. Let's now wait few more days for this process to be completed.

Dear Mr Fortune Casino,

thank you for your message and for the reconsideration of this case. Will you be able to estimate how much longer will the verification process take, please?

Dear all,

Please note that player's withdrawal has been processed successfully earlier today.

If anything further is required from our side, feel free to let us know.

Best regards,

MrFortune Casino

Dear Good Afternoon

I confirm receipt of the amount.

I would like to thank Casino Guru for their attention and support.

Thanks also to Mr. Fortune for his attention.

Best regards

Sula

Thank you, Sula0616, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Katarina