TrueFortune Casino - Player’s deposit has never been credited to his casino account.

Good morning, on December 16, I made the action of depositing 100 euros in true fortune and this was not done, I said via chat they told me that it had not been done, I saw that it had been denied and they told me that they would not charge it to my account and Which was my surprise that I saw that they charged it to me, I have sent them emails and not a response on the matter if not that they would tell me and I wait before an action like this if they do not return it to me it is a scam that will be reported in court and in the DGJ.

Dear jotam1976,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit anymore funds until the issue is sorted.

Could you please advise if you have contacted your payment provider/bank already?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

I am not yet waiting for a response from the casino in the finance department, but what I have clear is that if they do not answer me, I will file a fraud complaint along with the complaint to my provider. Thanks a lot

Could you please advise, jotam1976, if you have contacted your payment provider/bank already? Thank you in advance.

The casino has accepted that it has received the money I am waiting for it to be returned

Thank you, jotam1976, for the update. We are left with no other option now just to wait for the casino to complete the transaction. I will set the timer for 14 days and check back with you. I wish I could be of more help. Thank you in advance for your patience.

Dear jotam1976,

Have there been any developments since our last conversation?

None have requested my entity with all the information to be in charge. Thank you

Do I understand correctly that you still haven't received your returned funds?

I have not received the money yet

Thank you very much, jotam1976, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear jotam1976,

I’m sorry to hear about your negative experience. I will try my best to resolve your case.

I would like to ask TrueFortune Casino to clarify the situation.

Thank you

Hi jotam1976,

Can you please provide me with your player ID or username in order to get a better understanding about your this?

Thank you

But if I have emails from you saying that they have the position and I have sent you the extract jjjj well I will send you everything

Dear TrueFortune Casino,

Did you receive the requested information from jotam1976? Please keep us posted here.

Hi!

I am still waiting for the requested information.

In a hurry to receive the documentation, I had to wait a week for the position to be confirmed. Sent all the documentation and the history of the mail of a certain Sergio in charge of my account where he confirms that you have charged me the 100 euros. Let's see when they take to answer now.

Thank you for the information. I'm checking internally once again and I will get back to you as soon as possible.

jotam1976,

On the screeshots from your bank statements we see the amount of 100 with the status "pending" and then "denied". Can you please check with your bank? We did not get this money.

We refunded the amount of 75 which afterwards you played.

Jjj no it is not a capture of my bank, it is a capture of your page, of the transaction history. I took that photo as proof that you did not give me the money. Take a good look you will see that it is not from my bank. And he doesn't tell me anything about Sergio's email saying that you have charged me the money. And that you have returned 75 euros where it comes from and nothing has come to me and it is not 75, it is 100 euros. I don't see sense of that

Hi jotam1976, the casino has never received the money as you see on the screenshots as "denied". Please check with your bank, you should see your money back into your account.

Thank you

I have sent you the capture of the bank position. Your answer is the same as the previous one, I have sent you your email where it says that your provider collected the money, and they continue in this attitude. Here I tell you that with all these tests I denounce you for scam and DGOJ. And thanks for blocking my account, that shows what you are hiding.

jotam1976,

A representative from our Customer Support asked you to send a new screenshot since the one you sent has a "pending" transaction.

Also, Customer Support called you 5 times on Thursday and they had no answer. They are waiting for your reply to move forward.

We are doing our best to help you, can you please get back to Customer Support?

Thank you,

I have already sent you everything, you capture emails tooodooooo and more than once and I can prove it. And if he calls me from a foreign number, be sure I don't pick it up and there were two calls, you have the captures and all the information. Don't ask for what you already have.

Yes, we are calling for a foreign number. We are calling to help you, please get back to Customer Success if you would like us to move forward with our assistance.

Thank you

Dear jotam1976,

I would like to kindly ask you for your full cooperation in the matter and contact the casino’s customer support. In addition, please feel free to forward the bank statement showing the current status of the deposit transactions to your gaming account to my e-mail address andrej.p@casino.guru.

Andrej I have already sent it to you 20 times and yesterday again and I repeat it, I am not going to pick up a foreign phone and if they want to help me well if I will not do it elsewhere, do not agree because they do not have it. I have sent you the email with the history that I sent you yesterday and I no longer send anything I have already sent all the documentation that I have, they do this to mess it up, if they do not return it to me, report it for scam.

Andrej,

Our Customer Support team have tried contacting him for a few days already. We are trying to do our best to help him but we cannot return money that we didn't receive. Also, the only way for us to contact him on the phone is using a foreign number.

We will definitely keep trying to help him but we would like to follow this case out of this forum.

Thank you.

So that they have to call me, we can communicate by mail, like the one I sent you yesterday, which I sent to Andrej today, since you have not received the money if I have sent you an email where Sergio confirms that he received the money. I really see that your attitude is that of scammers, with all the tests that I have sent you, it seems to me that the attitude is not wanting to fix the situation

jotam1976,

Our Customer Support team asked you to send a new screenshot, since the one you sent has a "pending" transaction. We are waiting for this in order to move forward. Please keep the communication with our Customer Support team, they are doing everything to help you.

Thank you

Uffff look for the last time yesterday I sent you the card movements and I tell you again that the capture that I sent you where I put 100 euros pending and 100 canceled is your page, which you have blocked me from entering, and you no longer send anything, yes you continue on this path sued you for scam. I don't wait anymore

Andrej are spinning the same thing, this casino is a scam and will be reported to the competent authorities

jotam1976,

I just got the last update from Customer Support. You just sent us the requested information and our Finance department is going over it. As Customer Support confirmed you, we DID NOT receive the 100eur, we did receive the 75eur that were refunded to you afterwards. You are still not confirming that you received back the 75eur Regarding the 100eur, we did not received them and we are checking with the corresponding payment processor.

Once again, we are aware of your case and we are working to solve it ASAP. We have all the good intentions to help you with this.

Thank you

Andrej I just sent you the emails from true fortune where you will see that they accept that they charged me 100 euros and that they would give a refund order, more clear and justifying that that I do not think there is anything

jotam1976,

The email we sent you confirming the reception of the money is regarding the 75eur which were refunded to you afterwards. Our customer support team is still waiting for you to confirm the reception of those 75eur.

Yesterday I sent you the statement of my card and as you can see there is no payment and I repeat that I have not received anything

jotam1976,

As you are in contact with Customer Support please follow the conversation with them in order to avoid misunderstandings. As I said, the bank statement was received today and our Finance department is going over it. More over, your complaint is regarding the 100eur only.

Thank you

Everything is answered and sent to trye and casino. True fortune, I'm not going to answer you any more, they are going for a month and 10 I think it's time enough. It's over for me to send anything or respond a thousand times more than I answered 1000 times.

Dear jotam1976,

I understand your frustration, but still, I’d like to ask you to stay patient and cooperate, follow the casino’s instructions, and answer their questions.

Dear TrueFortune Casino,

Please keep us posted here on any development of this issue. 

Yes, we will keep you updated.

Thank you

How funny that I follow the instructions jjjj don't make me laugh I've been waiting for a month and 10 days. That they follow mine

Dear TrueFortune Casino,

Has there been any progress in your investigation of the issue? We are extending the timer by 7 days. Please note that if you fail to respond in the given timeframe, we will close the complaint as ‘unresolved’.

Hi Andrej,

Even though the we did not get the payment, we decided to refund the 100eur to the player.

We are still investigating what happened.

From the player side, this issue has been solved.

Thank you

Thank you, TrueFortune Casino, for the update, and for your cooperation.

Dear jotam1976,

Could you please confirm that you have received the compensation of €100 from the casino?

No not yet

jotam1976,

Please confirm when you get the money.

Anyways, Andrej, we have the proof of payment if needed.

Thanks!

Dear jotam1976,

I’d like to kindly ask you to let us know once you receive the payment. I’m setting the timer for 7 days. If you have not received the payment by then, we will investigate further.

Ok

Good, today I received a deposit in my account of 100 euros I understand that it is true I mean that it is an income of money that they have taken from me, I leave this matter finished and thank you casino guru for your help. True I do not thank you because that money is mine, but the important thing is that you have complied.

Dear jotam1976,

Thank you for using the Casino Guru complaint resolution center. We are very glad to hear that you received your missing funds. We will now mark the complaint 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.

Best regards,

Andrej, Casino.guru