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"Need something? Our Customer Service Representatives will be happy to help you."

Oompie:

Good day support , is my account in order

Agent Jasmin has joined the chat.

Jasmin:

Hi Carl

Oompie:

Hi Jasmin

Jasmin:

yes, everything is iin order

Jasmin:

how can i help you ?

Oompie:

Im still having trouble depositing

Oompie:

I have deposited with your casino twice already ,

Jasmin:

yes, we are for now very limited on Visa deposits. Maybe you have an another card you can try with, we also accept MasterCard, Amex, Discover and Diners card.

Jasmin:

or bitcoin maybe

Oompie:

I dont have another card that works , my commerzbank card wont allow as well

Jasmin:

You have an alternatimve deposit method. you buy bitcoin with your card that you send straight to us

Jasmin:

https://click.xcoins.com/click?pid=146&offer_id=6

Oompie:

Ive deposited with this card before , no probs

Jasmin:

we are for now very limited on Visa deposits

Jasmin:

This is why your deposit isnt approved

Jasmin:

I see you have a $100 balance

Jasmin:

If you deposit to cashout $100 from free bonuses?

Jasmin:

5.13. A player that didn't add funds to his account for three months or more (90 days), will be considered a free bonus player and will not be eligible to withdraw winnings from free bonuses or cash granted to him by the casino. The possibility of withdrawing winnings from free bonuses is reserved for our active players only

Dear Carl,

Thank you for submitting your complaint. Please could you provide more information and details regarding your complaint? I apologize, but I am not sure I understand what happened. Are you experiencing problems when you try to make deposits?

Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina ,

The Problem lies with the withdrawal , in order to withdraw my winnings I have to Deposit an amount which

is being declined . This has happened before , until Casino Guru stepped in .

The Truefortune website overseers make it difficult to be able to get ones winnings . After the difficult wagering , and sending in all ID verification , they still make it difficult . When I deposited with them there was no problem.

Thanks Carl .

Thank you for your reply, Carl. Do I understand correctly that you have made successful deposits before? Was any of those failed deposits deducted from your credit card?

Hi Kristina ,

No money deducted from my Debit card , wouldnt allow it . So one cannot withdraw .

I will make contact again today to see if they have done something .

Hi Kristina ,

Here is the latest reply I recieved from account manager at True-Fortune .

Re: Account manager (Support #58254552)Inbox

True Fortune Support Unsubscribe

9:44 AM (3 hours ago)

to me

Hi Carl.

I have to inform you, that due the Terms & Conditions, your account is not eligible for a cash out.of money obtained from a free bonus. .

Here the relevant point in our Terms & Conditions:

2.3. A player that didn't add funds to his account for three months or more (90 days), will be considered a free bonus player and will not be eligible to withdraw winnings from free bonuses or cash granted to him by the casino. The possibility of withdrawing winnings from free bonuses is reserved for our active players only.

Whenever you'd like to play in an active way also with deposits, you'll be eligible also to cash out, as all our active players. . 

Best regards, Ryan T.

Account Manager, True Fortune

Carl, when did you make your last deposit? I would also like to know when exactly you claimed and played with this No Deposit bonus, please.

Hi Kristina ,

My last Deposit did fall outside the 3 month period with the clause they came up with , but it doesnt stipulate this rule in the Bonus they offered . These 10 euro Bonuses have their wagering rules before one can withdraw and were offered to encourage gameplay . Since not winning anything on them I decided not to deposit until positive wins came up .

I think the Bonus offered where eventually a win was recorded was a week ago . So i had to do verification checks before anything could go ahead .

Thank you very much Carl for your reply. I will now transfer your complaint to my colleague Andrej 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.

Hi

Thanks for your help , Kristina .

Dear Carl,

I’m sorry to hear about your problem. I’ll contact the casino and see if I can help.

 

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

Hi Andreij ,

The online Casino website controllers will always have the upper hand and come up with last minute

Rules not to Honor winnings . One can even see on the Offers given that the Rules dont stipulate what they added. As seen in the offer shown:

* 10 Free Chip for Rival Slots - Only valid for Video slots and 3 Reel slots (Claim now).

Claim now

Get €10 FREE

This bonus may be claimed only once per household/computer/person. For account verification and fraud prevention purposes, all players may be required to make a deposit before they can withdraw.

Hide Details

* 10 Free Chip for Rival Slots - Only valid for Video slots and 3 Reel slots (Claim now).

Get €10 FREEGet €10 free. If you meet the playthrough and minimum cashout requirements, you may be required to make a small deposit in order to verify your account information. No additional wagering will apply. The small deposit does not apply to any minimum cashout requirements.

This bonus may be claimed only once per household/computer/person. For account verification and fraud prevention purposes, all players may be required to make a deposit before they can withdraw. Get €10 free. If you meet the playthrough and minimum cashout requirements, you may be required to make a small deposit in order to verify your account information. No additional wagering will apply. The small deposit does not apply to any minimum cashout requirements.

35x bonus playthrough (€350)The wagering requirement (or "playthrough") is the amount that must be wagered (put at risk) before you may cashout.

Unless otherwise stated, 1 credit wagered in a game counts as 1 credit toward playthrough requirements. Play is only allowed at the following games and their variants: Game Category: 3-Reel Slots, Video Slots. The wagering requirement (or "playthrough") is the amount that must be wagered (put at risk) before you may cashout.

Bonus money is not withdrawable. The bonus will be deducted from your next withdrawal.

If your balance is less than the amount of the bonus you will not be able to withdraw.

The maximum you may withdraw is €100A maximum cashout applies. Any balance remaining after your cashout will be removed from your account.

If your balance is greater than the maximum cashable amount the remainder will be removed automatically on cashout. A maximum cashout applies. Any balance remaining after your cashout will be removed from your account.

The following games and any variants may have different table limits while this promotion is active: Game Category: 3-Reel Slots, Video SlotsYour table limits may change while this promotion is active.

Valid from 2021-01-28 00:00:00 to 2021-07-18 23:59:59. Promotion may be expired by casino at any time. If you do not login to the casino for 30 days the promotion will be automatically expired due to inactivity. Note that all free spins and progress in i-Slots will be lost at the completion of a promotion.

The casino's general terms and conditions (available from the casino website) also apply.

Promotion Status:Not Claimed

So when you are granted a win after the wagering , they slip on a new rule .

No problem when they take you money , but so difficult when eventually you win something .

I am a depositing Customer to this website .

Regards Carl .

Hello,

My name is Matthew and I am a representative of the True Fortune casino.

As our T&C's state, and on which the customer is signed on, only active players (players who have deposited in the last 90 days) are eligible to withdraw winnings from a free bonus.

As you can see in this thread correspondence above, any bonus description includes the following: The casino's general terms and conditions (available from the casino website) also apply.

The customer hasn't deposited for the past 6 months and did receive 15 free chips in the timeframe of 3 months since his last deposit when he was indeed eligible to withdraw (total worth of 150 Euros in that timeframe only).

Therefore, In order to be eligible to withdraw any funds from the customer's account, a deposit for real play has to happen first.

As for the declines the customer is receiving, and may I add here that we were always in constant touch with him while offering all the solutions we have to provide, he's more than welcome to successfully deposit with any other type of card or Bitcoin. Once a successful deposit is made, the player will again be eligible to withdraw winnings from any free chip given for a timeframe of 90 days.

I hope this helped to clear the issue up.

The casino would of course be willing to provide any further info or proof should be inquired.

Best Regards,

Matthew

True Fortune

Thank you so much Mathew ,

That win was the first time in all the 15 free chips that I won something , and able to overcome the wagering .

The reason I never Deposited was just that I was never winning anything and "VOILA" I won just when it was untouchable . Since you are the website that works this way I will never Deposit with you again ever .

I can only imagine it if it were a Big Win .

So Good luck , and say goodbye to a honest Customer .

Hello Carl,

I'm truly sorry we had to reach this point. However, these are the rules that we simply must follow.

Thank you for your understanding and for choosing to be a part of our club, even if for a short amount of time.

We are wishing you the best of luck wherever you go.

Best Regards,

Matthew

True Fortune

Thank you, TrueFortune Casino representative, for your input.

 

Dear Carl,

Could you please advise on what date the chat conversation you included in your initial message took place? Do I understand correctly you attempted to make a deposit less than 90 days before you claimed the bonus?

Hi Andrej ,

I didnt keep the time on the last deposit I made with Fortune , and all the History on Deposits and gaming

are wiped away . The Deposit I was attempting to make which was impossible , even liaising with them about it, was to comply with the rules of the bonus , to make a deposit after the wagering was complete . In order to make a withdrawal . I was told to send in all my ID verifications , which took time too . After numerous attempts to Deposit and chatting with Jasmin and everybody , try later or use bit coin answer came through . Then by Jove , Jasmin came up with the non deposit players cannot withdraw on Bonuses , unless deposits were made within 90 days . And by Jove I only got to overcome the wagering after the 90 days . Swell hey ?

Regards .

Dear Carl,

Thank you for your reply. Unfortunately, this being the case, there’s not much we can do as we don’t consider the policy according to which players who have not made a deposit in the past 90 days lose the eligibility to withdraw winnings from free bonuses unfair. Also, we can’t penalize the casino for the unavailability of a certain payment method.

That being said, we are rejecting this complaint as ‘unjustified’.

Thanks for your help . It gave me great insight as to how fortune operates and at least I know better and to stay away from them . One will never win with them , so cannot invest . Strangely enough , if they had granted the little win , they would have made back the money in a short time and even more and I would have thought they so great .

Regards Carl .

Dear Carl,

As indicated earlier, we will now close this complaint as ‘rejected’. I’m sorry I couldn’t be of more help and I hope you won't come across a problem like this again, but 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.