Mr Fortune Casino - Player’s withdrawal request is delayed due to verification issues.

I deposited €20 at the casino on 29.1.2025. I played without bonuses and got about €200. I asked for a withdrawal, then they asked for documents. I sent them all the documents, but they still ask for a Credit Card document. I sent them a picture of my bank card as instructed, but they wouldn't accept it. Well, I canceled the withdrawal and went to play and got up to €1200. I sent a new withdrawal request and contacted the live chat to ask what the problem was with that credit card verification. They replied that they were asking for two cards; applepay credit card_**** and another one that ends with a different ending. I found out by asking the artificial intelligence what that information was, and they are device-specific "cards" from the apple pay deposit method and my own bank card is linked to that applepay. So I have no way of posting a picture of the physical card they are asking for, that is, that applepay card when it doesn't exist anywhere other than on my device. On top of that, I bought a new phone and apparently I had made a deposit with my old phone using Apple Pay, which of course has a different device-specific card. That's why they're asking for two different cards. I also sent them a bank statement from January when I deposited twice. I suspect there's something shady going on here. I'm waiting for a response from them. Really slow.

Dear Ombusken, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that 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. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please specify if you submitted the pictures of your physical bank card to the casino?

Are you able to upload any document that would serve as proof of ownership of your Apple Pay Card, for example a bank statement or a video from the app showing that you are the owner of this payment method?

Have all your other identity documents been verified?

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

Best regards, 

Veronika

I have already sent pictures of the physical bank card a few times and explained in live support that Apple Pay is not a physical card to take a picture of. And all other documents are accepted.

Yes, and I also sent them a bank statement showing the payment transactions.

Hi. The withdrawal was successful, so the problem is solved! Thanks for your help 🙂

Dear Ombusken,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru