TrueFortune Casino - Player cannot withdraw the desired amount.

So I’ve been playing in this casino for a while , I have made a couple of deposits and a few withdrawals, so far no problem I usually deposit over $250 so I have no max cashout as they say in the TC .

so last week I made another deposit of $500 I went all the way up to 5K and when I go to withdrawal they only allow me $150 a week , this is ridiculous and I try to speak with them on the chat they say the account manager will take care of it and a week as passed and nothing

i now have lost most of my winnings cuz i can’t cashout , I know that’s what they want but I will stop playing and just wait for the money

very low move from the casino side

Dear AAlmeida,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs and I found this:

"5.4. Unless otherwise specified, and although there are no upper limits to cashable winnings, the Casino operates a maximum withdrawal limit of 10,000 credits per month and 1,500 credits per withdrawal."

Have you accumulated your winnings with or without an active bonus? Which method to withdraw your winnings you have opted for? How much money is currently in your account?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much for your reply.

Best regards,

Kristina

We received this message from AAlmeida:

"They have finally fixed it today , thank you guys at casino guru for always being so helpful "

Thank you for letting us know. Since it seems that your issue was resolved, do I have your permission to close this complaint? Is there anything else I could do for you regarding this case?

They fixed it and they broke it again

back to the $150

they keep on messing with my account waiting for me to lose everything

Thank you very much AAlmeida for your cooperation so far. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello AAlmeida,

I looked at your complaint and will do my best to help you. I would like to invite Truefortune Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the Truefortune 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’.

Hi Viliam!

This issue has been taken care of with directly the customer and solved.

Thank you

Dear AAlmeida,

can I consider this case as resolved?

Let’s see if they keep their good word for the next week , this past week they did the right thing and paid the whole $1500

its just annoying that they keep changing things and force me to make complaints

Dear AAlmeida,

thanks for informing me. Let me know when you'll receive the whole amount of your winnings.

They pushing it for two weeks

hopefully they pay me next week

another 2 weeks have passed and nothing , I try talking in the chat and they just tell me to send emails to the support, ridiculous that it’s always a headache to get my withdrawals in this casino

Dear Casino,

please, give us some explanation. According to your words, this case should be resolved but it's not.

Hi,

I'm sorry for the late response.

This will be handled by the T&C without any issue and AAlmeida will get his cash out next week.

Thank you

Dear AAlmeida,

Casino stated that you should get paid next week, I'll set the timer for 7 days, please let me know when you'll receive your winnings.

They did pay me this week , only $1000 tho .

also they are mad cuz I made this complaint, I will give them a good rating and reviews if they pay my right cuz I actually like the casino and the variety in slots they have .

Hi AAlmeida,

We are not mad! 🙂 I understand that Customer Support is traying to explain to you that you are getting paid, following the T&C.

We are happy to know that you enjoy playing at True Fortune.

We are here to help you with anything you need.

Dear Casino,

on the 25th of February, you have stated that the player will receive his cash out next week. Before this, you have stated that the problem is resolved which is not true.

Please, tell us when will player receive all of his winnings.

Hi Viliam,

The payments are being made according to the T&C and our Customer Support team is in contact with the player, that's why I mentioned that the case was resolved.

Dear Casino representative,

you didn't answer my question, please, give us some time frame.

That depends on how much he wins since he still has balance to play, that's why we cannot say an exact date.

According to T&C’s its an installment each 15 business days.

Dear AAlmeida,

what amount do you want to withdraw, please?

I agreed with the TC and still do , my complaint only started because of them reducing to $150 for multiple times , I do think it’s unfair that I was lured to make big deposits with bitcoin and promised faster withdrawals .

other than that I still think it’s a great casino with a good variety of slots

I just wish we could get to an agreement and stick to it, this week I only got $1000 instead of the $1500

Could you please answer my question? What amount do you want to withdraw?

When you'll specify the amount Casino'll give us a time frame when you'll get your winnings.

I currently have $6000 in withdrawals pending and some balance to play ($3000)

I would like those 6k

thank you

Dear Casino,

the player stated that he wants to withdraw $6000. How long should this take, please?

He would be able to withdraw all of this balance. According to our T&C’s, which he’s signed on, it’s a 1,000 weekly withdrawal limit and we can pay each instalment every 15 business days.

"5.4. Unless otherwise specified, and although there are no upper limits to cashable winnings, the Casino operates a maximum withdrawal limit of 10,000 credits per month and 1,500 credits per withdrawal. For withdrawals above the monthly threshold, payments will be met in installments until the full amount is paid out. This threshold does not apply to progressive jackpot. Players are allowed to withdraw up to 1,500 credits (equal to 1,500 USD) per request. If the amount wished to be withdrawn is greater than 1,500 then the remaining funds are left in the account. Once the first withdrawal is approved, a player can request an addition withdrawal with the money in his account. A Player has the right to cancel the withdrawal request at any time while it is still pending. This also applies to the withdrawals of progressive jackpots."

I signed on $1500 per withdrawal

Hi Antonio,

I have checked internally. Please see below:

"5.2. Customers can submit their withdrawal request at anytime (up to $1000) unless otherwise specified by the casino manager. The approval time may take fifteen (15) working days starting the date authorization process was completed successfully. Processing a pending withdrawal requires authorization from the Fraud department as well."

The weekly max cash out is set $1,000. You can withdraw up to $1,500, but the casino still holds the right to pay $1,000 in each installment. You already knew about this prior to your last deposit on which you won, since you already received several withdrawals before, all paid in installments of $1,000. The times we paid more, was a gesture from us to thank you for your activity and loyalty.

Dear Casino,

according to your T&C’s player should be able to withdraw 1,500 credits per withdrawal, in this case, $6,000 should be paid in 4 installments.

Hi Viliam,

Kindly check my comment above.

Also this:

The player is aware of what I already mention and please keep in mind we are paying him according to T&C.

Dear AAlmeida,

Casino will probably reject your $1,500 withdrawal request, try to request a $1,000, they should pay you according to their T&C’s in 15 business days every payout.

this is what I’m talking about , they say one thing today and another tomorrow

they do not stick to their word.

now they are mad cuz I made this complaint and they will try to be as nasty as they can.

Obviously, they changed their mind.

We are not mad 🙂 If you have any concerns, we are here to help you.

Please confirm when you get all payments so this thread can be closed.

Thanks

"The reason why we stick to our T&Cs, which allow us to pay each

installment in 15 business days (like I mentioned several times before),

is because our club and finance department are fully aware of the bad

reviews you've been posting online, while completely ignoring the fact I

was in contact with you in every step of the way, explaining to you how

things work"

so you are not mad?! , just before I got an email saying that my payments would be increased to $1500 and then this.

I have spoken to the casino and we have made an agreement , I would like to close this case now , thank you very much casino guru for your help.

Dear AAlmeida,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru