The player from the US had been waiting over two weeks for a payout after sending the required documents multiple times due to claims of non-receipt. Despite being assured daily that the payout was processing, there had been no progress, exceeding the typical waiting periods. After further communication and confirmation of the payout request, the player received her payout on 13/8/24. The complaint was resolved and closed in the system.
Reel Fortune Casino - Player's payout has been delayed.
Amount: $350
Reel Fortune Casino
Safety Index:Above averageSafety Index
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7.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
I have been waiting for over two weeks for a payout. I sent all required documents (three times because they would say they had them then say they never received them). Iv been told numerous times my payout was being processed that day (Iv chatted every day with them) but I’m still waiting. I have surpassed the lengthy 9 day wait and certainly the 72 hour wait. Now the support have been nothing but nice to me except for the fibbing part. I really feel like I’m being jerked around. I have all of our texts if someone needs to see them.
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3 months ago
Dear rssyh6kk2f,
Thank you very much for submitting your complaint. I’m sorry to hear about the frustrating delays you've been experiencing with your payout.
To assist you more effectively, could you please provide some additional information:
- Could you clarify the exact date when you first submitted your documents for verification? It would also be helpful to know if you received any confirmation from the casino that they had received and accepted your documents.
- When you’ve been told that your payout was being processed, did the casino provide any specific reasons for the delay or give any timelines on when the funds would be released?
- Have there been any recent updates or changes in the status of your payout, or have you received any new information from the casino’s support team?
- What payment method are you using for the withdrawal, and have you successfully withdrawn funds from this casino before using the same method?
If you have screenshots or records of your conversations with the support team, please feel free to forward them to petronela.k@casino.guru.
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,
Petronela
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3 months ago
I still have not received my payout. I requested it in bitcoin. The date I requested was 7/30/24. I tried sending screen shots but this platform wouldn’t let me send them all. Yes I have a confirmation on them receiving my documents
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3 months ago
I first sent the documents 7/31/24 and again 8/1/24. Twice that day. They said my payout should have been done already so they were going to escalate it and it would be ready that day or at the latest the next day. I have been told that at least three different days.
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3 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, rssyh6kk2f, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
