Mr Fortune Casino - Withdrawal of player's winnings has been delayed.

Hello good people, I have a problem with this casino ,I got daily login spins wagered them successfully then made a withdrawal of 1000, then I got email from their verification team saying they will see if I met the requirements , they got back saying I made deposit with jeton Wich they won't be able to pay through ,so I have to make a deposit with skrill or eft , then I made a deposit with eft , my balance was charged but there was a lil delay, I made deposit on Friday, my balance on casino was loaded on Sunday after some complains , as of today (Tuesday) I chated with an agent goes by crystal, damn it's heartbreaking they tell me my deposit was declined or still pending so the loaded my casino balance by mistake, then I won't get my withdrawal because I haven't made a deposit

Dear thatanyanehendrick,

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 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,
Complaints Resolution Center

I had to ask them to block me since I believe it's a scammer site ,they did and now maybe we can stop this claim seem they won't pay they're very arrogant, the money I lost is a lesson learnt,

Thank you for your reply, thatanyanehendrick. Do I understand correctly that you wish to close this complaint?

Let's continue with this case I'll be patient now even though I asked them to block from their site.

Now iam unblocked on mrfortun

I would like to get back to your initial message, as I am not sure I understand the issue completely. Did the casino confiscate your winnings? Was it because the deposit wasn't credited immediately?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Hello, the casino didn't confiscate my winnings,yes deposit wasn't credited immediately & my withdrawal is still pending , chat agents on the site lastime chatting about the withdrawal they where claiming I didn't make the deposit or my bank didn't make the transaction , I didn't download the transcript

I only received two emails from them , the other communication was with their onsite chat agent which I didn't have the chat conscript

Thank you for your reply, thatanyanehendrick. Have you made any successful withdrawals before? If possible, please post a screenshot of your withdrawal history here in this thread.

Could you please advise if you received any confirmation regarding successful verification?

this is my first time to withdraw on this site, i have aploaded fica or kyc on their site before but they didnt respond, when i withdraw i aploaded documents again then they sent me this email

Thank you very much, thatanyanehendrick, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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 thatanyanehendrick,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Mr Fortune Casino to join the conversation.

Dear Mr. Fortune Casino,

Could you kindly furnish details regarding the delay in processing the player's withdrawal? As it appears that the player has successfully made a deposit through a bank transfer, can we expect the withdrawal to be similarly processed via bank transfer without any complications?

Hello all, 

Casino Guru, thank you for inviting us to join the conversation. 

We have reviewed all available information we have regarding player’s concern and can advise on the following. 

• On 11-Feb-2024 the player submitted a withdrawal request for 1000 ZAR, which is winnings from bonus play with free spins. 

• On 12-Feb-2024 we received the required KYC documentation to complete our verification checks. 

• On 13-Feb-2024 it was confirmed that PL has previously funded the account via Jeton, which unfortunately is a non-refundable payment method, therefore we have requested from the player to make a minimal deposit via Skrill or InstantEFT so that we have a valid payment method registered in their account in order to proceed with the withdrawal.

• On 18-Feb-2024 the player made a deposit of 150 ZAR via InstantEFT, however the transaction was not confirmed by our payment processor and until this is resolved we are unable to regard the deposit as successful, hence the withdrawal payment has been put on hold.

With all the above in mind, we would like to extend our sincere apologies to the player for the inconvenience caused by this matter as we very well understand the importance of a smooth withdrawal experience. We have taken the case seriously and we are committed to providing a resolution as soon as practically possible. 

We have requested further information from our Finance team on any developments with regards to this case and we will report back here once made available to us. 

Additionally, we would like to refer you all to the following section of our General Terms and Conditions, in relation to the matter at hand, as follows: 

7. Deposit and withdrawal transactions

[...]

• We process deposits and withdrawal payouts through a range of payment methods including debit and credit cards, online wallets, and bank transfers. We do not warrant that all methods of payment are available at all times. We do not accept cash funds.
• We use various third party payment processors and financial institutions to process your payments. You agree to be bound to the terms and conditions of these processors and institutions, to the extent that their terms and conditions do not conflict with our Terms and Conditions.

[...]

• Depositing by most payment methods is instant, and deposited funds will be available as soon as we receive a successful confirmation from the payment provider. Once processed, withdrawals by debit and credit cards and bank transfers may take up to 4 working days to be received, while withdrawals by online wallet are instant.
• We may not be held liable for any delays or issues in payment processing which are on the side of the payment providers and/or banks, and/or are out of our control.
• Deposits and withdrawal transactions will be shown in the Account Statement page in the site. You will also receive confirmation emails, which should be kept as a reference.

[...]

• While we aim to process your withdrawal payouts through your preferred method, we will first process the payments back to the account from where funds paid into your account originated. We may in some cases require that the payout be processed to a bank account or bank card in your name.

We highly appreciate your patience and understanding of the fact that the reason for the delayed payout is out of our control at this time. Rest assured that we have taken the necessary measures to resolve this as soon as we are able to.

Should you require anything further in the meantime please let us know.

Best regards,

MrFortune Casino

i dont know what do i have to do because even the nedbank confirms the transaction made success

Dear thatanyanehendrick,

As Mr Fortune is an international casino, the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the licensing authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Because of this, deposits and withdrawals have to be processed by various payment providers, and as you can imagine, occasional delays or errors can occur. Maybe a helpful thing would be to "print a record of payment" from your internet banking and save this in PDF format. Once you have this, forward the PDF to the casino team, as this can be used as proof and the casino team can confront the payment provided with it.

DANKIE CASINO GURU I have already shared proof of payment with verification@mrfortune.com and support@mrfortune.com . Another I'll want to ask is why R150 was credited to my mrfortune account while they haven't received and which step to locate the ABSA BANK ACCOUNT holder of which the funds gone to should I open a criminal case with ABSA where do I take this complaint since mrfortune can't resolve it claiming they didn't receive my deposit in almost a month .

Dear thatanyanehendrick,

I fully understand your frustration, and I agree with you that this unfortunate situation has been going on for quite a while, but sadly, such situations are still not uncommon from our experience.  It's crucial to acknowledge that investigating the matter with their payment provider demands a certain amount of time. Although I understand the frustration associated with waiting, I'm uncertain if there's any further action to take beyond being patient. I kindly ask for your understanding and patience in this matter.

I understand that but aleast I should do find out who received funds on behalf of Mrfortune

as they claim they havent.

Dear thatanyanehendrick,

I empathize with your concern. However, where and why the funds are "stuck" is exactly what the casino team needs to investigate with their payment provider. As I mentioned, such an investigation requires a certain amount of time, so I kindly request your patience. Unfortunately, there's nothing either you or we can do beyond exercising patience. I remain hopeful that the casino team will provide an update on this matter soon.

dankie casino.guru

all what they are trying to do is to not pay and they will not pay , this is scam casino they might be lying about the funds not reaching them .

R150 was from my pocket i was expecting R1000 as i won it , i played with 150 on their site which they claim they didnt receive , imagine if had i won with that 150 what will be happening now .

there is not much that i can do but i will spread the word to others not to fall for this scam , i will start on twitter then everywhere,

thanks for trying to help me, its hard work & i appriciate it

Hello all,

Thank you for your patience while we were trying to sort out this matter.

First and foremost, we would like to confirm that player's withdrawal request for 1000 ZAR was successfully paid earlier this morning and we would like to congratulate him on his winnings!

Secondly, we would like to provide some further clarifications about the issues that had occurred in relation to player's withdrawal previously.

Following a detailed discussion we recently had with our Finance and back office teams regarding this case , we have come up with the below findings:

• As per the casino's request to the player to make a minimal deposit with InstantEFT in order to proceed with the withdrawal payment, the player made a deposit of 150 ZAR on 16/02/2024. In our records we can see that the funds were actually credited manually to the player's gaming account on 18/02/2024 and the player used the finds for play already. Upon request we can provide the relevant transaction and betting history reflecting this.

• It was confirmed to us that the deposit of 150 ZAR was successful, but got "stuck" and had to be updated manually in the system in order to for the funds to enter player's balance. However, the manual credit caused issues with registering the payment account details which is what was essentially required in order for us to process the withdrawal.

Now that this has been sorted, we were able to finalize the withdrawal process and execute the payment.

With all the above in mind, we would like to apologize once again for the onerous withdrawal process this turned out to be and assure the player that this is not a common occurrence , yet it may sometimes happen due to technical difficulties.

We would also like to apologize for the misunderstanding regarding player's deposit, which was after all successful and player was able to utilize it.

If any further details or information is required for the resolution of this complaint, please do not hesitate to contact us.

Best regards,

MrFortune Casino

Thank you for your response, MrFortune team. I'm glad to hear that the issue has been resolved, and the player will be receiving their winnings.

Dear thatanyanehendrick,

I believe the response from MrFortune team is good news. As I mentioned before, I fully understand your frustration, and I agree with you that this unfortunate situation has been going on for quite a while, but sadly, such situations are still not uncommon from our experience. It's crucial to acknowledge that investigating the matter demands a certain amount of time. Luckily, all was now resolved, and the payment from the casino has been sent to you. Please let me know once you successfully receive it.

Thank you guys I have received my payment of R1000 from mrfortune,

Baie dankie @casino.guru for your help.

Great news, thatanyanehendrick. I'm glad to hear that you successfully received your winnings. While I acknowledge that your user experience in this instance may not have been ideal, I'm glad the situation could be worked out. 🙂

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 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,

Michal

Casino.Guru