TrueFortune Casino - Player has not received a deposit refund.

I played off of a free chip and won. Being that I have played there before and won off of a free chip. I knew that I had to make a $25.00 deposit in order to withdraw. So, I had a gift card. I decided to make my deposit and cash out. Well, I waited and waited for my money to be wired. After a month of waiting. They finally told me that I did not qualify for the withdrawal because I had not made a deposit in the last 30 days. Cool. So I want my $25.00 back. She gave me the option of having it deposited in my account or refunded. I told her refund it. Because, it took you all to long to say that I did not qualify. I have in an email where I asked them to refund it to my account ending in 9976. She agreed. I was told over and over weeks later that it had been refunded. I have checked my accounts thru the banks, and also the gift card. It has yet to be refunded.

Dear Somuchfaith,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify when exactly you deposited and when did you request the withdrawal? How much money is currently in your casino account?

Have you made any successful withdrawals before?

Thank you very much in advance for your reply.

Best regards,

Kristina

I only have 4 cents in my account. The request was made on 10/13/2022. The day of the $25.00 deposit. According to their records. My first withdrawal was on 2/22/2022. It was successful.

Thank you very much for your reply, Somuchfaith. Did the casino confiscate your winnings or did you lose them? Also, would you be so kind as to clarify what happened with the $25 deposit if the balance is so low in your casino account? Do I understand correctly that the deposit has never been credited? Or do you see it as a pending withdrawal?

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

So, I made a $25.00 deposit immediately after winning. I did this because. The first time that I won some months prior.

I had to make a $25.00 deposit. Due to the fact that it was a free chip that I won off of. Me thinking that I would have to make another $25.00 deposit b4 I could withdraw. I went ahead and made the deposit and then cashed out. I waited and waited and kept checking back about my winnings. They eventually told me after waiting for weeks. That since I had not deposited any money in the last 30 days. They had to reverse my winnings and they did. She then asked me if I wanted my $25.00 credited to my account or refunded.

I told her that I wanted it refunded. I told her to refund it back to my card ending in 9976. Because the deposit was made with an e-gift card. She agreed. After a week I asked again. They told me that it had been refunded and it could take up to 30 days for a wire. I knew that did not make sense. When I asked what account it was refunded to. They went silent. I have checked both checking accounts and my Gift card. The money was never refunded. According to their Terms & Conditions. I can only withdraw one time off of a free chip unless I have made a deposit within the last 30 days prior to winning. I had not. So that is the story and I have screenshots of her agreeing to refund me and our conversation. I kept all of the emails.

I also have screenshots of my account transactions. According to my banks. That money was never refunded.

Thank you very much, Somuchfaith, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Thank you

Hello Somuchfaith,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite TrueFortune Casino to join the conversation and participate in the resolution of this complaint.

Dear TrueFortune Casino,

Can you please provide further insight into the situation regarding the player's winnings and refund?

Kind regards,

Adam

I would love it if they joined the conversation.

Hello Somuchfaith,

There has been no response from the casino, I will try to contact them once more.

We would like to ask TrueFortune Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Hello,

We have looked into this case.

From what we see, there has been communication with the account manager regarding a refund and our finance department did issue it. However, while waiting for it to be refunded, it was already disputed by the customer.

Unfortunately, it's impossible to refund a transaction that has been already disputed, and we consider the case closed on our end. Of course, we are willing to provide the info we had to the customer in private messages in case she chooses to contact us via our support box email.

Thank you for your understanding.

TrueFortune

What do they mean I disputed the refund?

They sound crazy. Just guilty of stealing my money. Makes no sense. I will keep filing a complaint until I get my money. If they refunded me. What account did they send it to? See guilty and rude. When I tried and asked what account. They went silent. How do you dispute your own money? 🤣🤣🤣🤣🤣

That's OK. Close this case. The IRS will be contacted. I hate a thief. Then a thief that lies as well. They are lying. I sent them a message and I told them that The IRS needs to check their books. They are thieves. Thank you.

They are Offshore and I found out that the FBI investigates Offshore rogue casinos. They messed up when they lied about me disputing something. Please close this case. Thank u.

Dear Somuchfaith,

I agree it is unclear what the casino means regarding the disputed refund.

However, as you have expressly requested that we close this complaint it will now be rejected.

It can be reopened at any time. I am sorry we could not be of more help on this occasion.

Kind regards,

Adam