TrueFortune Casino - Player’s struggling to complete the account verification.

I feel that this online casino site is scamming me out of my winnings. They won't respond back to me at all, I sent all the documents that they needed and it was approved and they told me I have to wait 15 business days which doesn't even state that anywhere on the site. I told them I have an extreme family emergency and I need my winnings to fly back east and the winnings are still in the true fortune account and still saying pending withdrawal. How does it take a site this long to just take out your winnings from the account? This is ridiculous and it shouldn't take them this long. They just want u to reverse the winnings back into the account so then u play in it and loose

Dear Brynn,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents have you provided and when exactly?

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,

Kristina

I have provided them with my ID, a filled out and signed CC form and and copy of my utility bill and I did all this on Monday and Tuesday morning I got an email saying that everything was approved.

Again I have message live chat and when I told them that I wanted my refund back from all my deposits from April and May, I got an email from the account manager and after emailing her back I got no response once again about anything that I have asked. Here are the screenshots of the email and live chat I just did again asking for my winnings or refund

Again I have message live chat and when I told them that I wanted my refund back from all my deposits from April and May, I got an email from the account manager and after emailing her back I got no response once again about anything that I have asked. Here are the screenshots of the email and live chat I just did again asking for my winnings or refund

Again I have message live chat and when I told them that I wanted my refund back from all my deposits from April and May, I got an email from the account manager and after emailing her back I got no response once again about anything that I have asked. Here are the screenshots of the email and live chat I just did again asking for my winnings or refund

Thank you for your reply, Brynn. Have you accumulated your winnings with or without an active bonus? Could you please clarify when exactly you requested this withdrawal? Is it still marked as pending?

It was with a credit on them. They credited my account $10.00 and I did my withdrawal on 05/21/2020 and it still says pending withdrawal

I fully understand your frustration, Brynn. However, I would like to emphasize that we always give the casino two full weeks to process each payment. I will keep this complaint opened and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Honestly this is the only online casino that gives a hard time about receiving my money. I have withdrawn from 3 different other online casino sites and everyone had a withdrawal time of 10 business days which I got my winnings in 3 days and the amount was way more then this one. I don't get how they are allowed to just sit on this when I have an extreme emergency.

And today is the 10th business day and it's still states processing on the website. And it's really ashame that nobody is willing to help out on this or the fact that I can't even reach the owner of the website. They should really get shut down from doing this online casino because all they are doing is scamming people out of there winnings

Thank you very much Brynn for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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 Brynn,

I apologize for the late reply, I will assist you with the complaint from now on.

Could you please advise whether your issue still persists, or has the transaction been processed already? Please let me know. Much appreciated!

No the problem just got worse because I waited for almost a month for my winnings and I was told by one of the people on live chat that I will b getting my money this week well this morning I get an email from the account manager saying that I am not intitled to my winnings because I didn't make any deposits and that is bogus because I have made deposits and I won off of my money. Well they took my winnings off on my account and how can they wait till now to tell me I am not intitled to my winnings. They are 100% wrong and I feel that the money is owed to me. Please help.

Thanks for the update, Brynn.

I would like to invite the representatives of TrueFortune Casino into this discussion in order to provide us with an explanation and help us resolve the issue.

TrueFortune Casino,

could you provide an explanation and advise what is required to successfully withdraw in Brynn's case?

The account managers name is Ivy. And they hardly ever respond back. And I want to have people know not to ever play with these scammers EVER!!

Hello,

After looking into the case, we have found out that the account manager has been in constant touch with the customer. The customer's account was fully verified on May 24th, and the customer was informed about the timeframe of the withdrawal.

When she wasn't happy about the mentioned timeframe, she did ask for a refund but also asked to cancel the refund request in order to wait for her winnings instead. Only yesterday our finance issued a refund after the withdrawal was canceled by the customer.

The customer is more than welcome to stay in touch with her account manager regarding the status of the refunds.

Thank you and have a great day,

TrueFortune support

Hello and thanks for the reply to TrueFortune support,

Brynn,

In case you require further assistance, please let us know. We'll keep the complaint open until you receive the refund. Please let us know about any further development. Much appreciated!

I would like to point out that true fortune casino are liars. I never cancelled my withdrawal, I got an email from Ivy the account manager saying why I am NOT intitled to my winnings. Which they waited till the day that I was supposed to get my winnings to send me this email about how I am not intitled to my winnings anymore and they removed it within hours. They should of told me this a month ago when I requested a withdrawal not wait till the day that my winnings was supposed to b deposited into my bank account. And I was the one that emailed asking for my deposits back after they did this kid game and take my money and scammed me. And probably I won't even see my deposits back even though the account manager Ivy said that it was already issued but yet takes 40 business days to appear in my account. Liars

Brynn,

have you received the refund from the casino yet?

Nope I haven't and I don't believe I am. They r scammers.

Thanks, Brynn for the update,

TrueFortune Casino,

Have any updates on the refund? Was it issued already? Please let us know.

Hi,

Our finance department has issued a refund on both of her transactions, however, both of them were rejected, which usually means a dispute was initiated by the customer.

All of this is happening due to a lack of patience from the customer's side. She could have had her winnings sent within the timeframe stated in our T&Cs but chose to cancel her cashouts and ask for a refund, which seems like she was impatient to receive as well.

As a last resort, and in order to finally put an end to this, we have credited her account with an amount to cash out ($100 is the minimum to cash out, and $50 will be sent) and informed her via email.

We have completely gone out of our way with this case, and we ask the customer to finally cooperate.

Thank you,

True Fortune support

I will not have this fake site lie about why they refused to give me my winnings on the day it was suppose to go into my account. I have the email from the account manager Ivy and now they have put money on the account and I still can't withdraw from it and they are just doing everything they can so I won't get anything. Well they will give me my money back or I will make sure this casino site is shut down for scamming people out of what is theres. So if casino guru won't help me then I will take it to the next step up and this could have been done with and I would of been out of your way but since u refuse to give me my money back we'll that just coast u more then $280.00. now u will b shut down and b sued for alot more. U messed with the wrong person on this. Scammers

Brynn,

Transactions from casinos can be tricky, and it's not uncommon it involves some unforeseen delays. I am sorry the casino didn't proceed to your satisfaction.

TrueFortune Casino,

what do you mean by:

ask for a refund, which seems like she was impatient to receive as well.

I don't understand what prevents you from reissuing the refund again. Please advise What can be done so that Brynn can receive the refund?

Hi,

What we mean is, that our finance department is unable to issue a refund on her transactions. This happens when a dispute has been requested, and she has probably received or will receive these funds anyway.

In any case, and in order to close this case, we will issue a payment of $50 within a couple of days (which may take another couple of business days to reflect).

We ask the customer to not reverse or cancel the withdrawal she has in her account until that happens and wish her good luck in other places.

True Fortune Support

Again all this casino is doing is lying about things that didn't happen. I didn't file any dispute nor did I even get any money from the deposits I made. They just keep coming up with excuses because they don't want to give me what's mine. They are wrong and they keep saying that they want this to end but yet I still haven't received any money. They took my winnings for no reason and now they refuse to give me back my deposits. Ivy the account manager stated in her email I was getting $100 back in refund and now this person says $50. So again all this casino is doing is messing around with peoples money instead of just giving it back to them. I wish they would just give me my winnings and let me go about my business, but they refuse so I guess I will just have to let everyone know what scammers they really are.

Hello all,

Brynn,

Have you issued a chargeback with your payment provider/bank?

TrueFortune Casino,

by the dispute, do you mean a chargeback has been requested?

No I haven't. All I want is my money. And this is crazy that I'm still waiting for something that belongs to me.

Thanks for the clarification, Brynn.

TrueFortune Casino,

Please explain what you mean by "the dispute". From my experience transaction being rejected can have many explanations. Please double-check with your payment provider for reasons why the transaction didn't go through and inform us if there is anything that can be done about it.

True fortune casino again all they are doing is not giving me my money. When I log into my account and check the status of my withdrawal, the date keeps changing. I did a $100.00 withdrawal on 06/30/2022, then the date was changed to 07/05/2022, and now when I just went to check on it once again the date was changed to 07/07/2022. Now these people say that I will get my money in a couple of days well they keep changing the dates so I don't get my money. Obviously nothing is being done to stop them and to give me my money and that's why I keep saying all they r doing is robbing someone from there money. I want my money so I can go on with my business. Stop keeping what doesn't belong to you.

We would like to ask the 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’.

All this casino is doing is playing stupid kid games and still refusing to give me my money back. So now my patience have run out and I'm not waiting anymore. I'm filing a law suit on this casino and I'm asking for what they owe me plus pain and suffering. So now because they want to keep $280.00 of what is mine well now it just coast them triple of what they would of owed me.

Hello,

As promised, the funds have been sent more than a week ago.

We have sent the customer the receipt for it and are willing to share it privately with a Casino Guru representative as well.

Thank you,

True Fortune Support

Hello Brynn,

Has the refund from the casino reached your bank account?

No it hasn't. And if they send it as a refund then I will get it but they lie and they sent it as a wire transfer and now they are not doing anything to fix it. I have been patient enough with this fake casino. I want my money.

Brynn,

thanks for letting me know.

TrueFortune Casino,

please provide us with the receipt to my email address at tomas@casino.guru Much appreciated!

Hi,

As mentioned before, our finance dept. did try to issue a refund first, which was blocked (in most of the cases, this is happening due to disputes issued on the transactions).

Only then, we credited the customer in order to withdraw, which she did, and the payment was sent successfully. The receipt was sent both to the customer and to a representative here as proof.

What the customer is not sharing with you here, but does on private emails with us, is a claim that her bank doesn't accept Wire transfers at all, which makes us wonder how did she expect to receive her winnings cashed out via Wire in the first place, and who the actual scammer is.

Thank you,

True Fortune

True fortune is the scammer. Because u still have not giving me my money. And there was NO dispute filed, U scammers just didn't put the refund threw because if u did it would of went through. And I have told them and u scammer site about my bank doesn't accept wire transfers and I only found that out when I saw on the true fortune account that it was complete. When I look online on my bank nothing was there. I called my bank and they advised me that they didn't accept wire transfers and for me to contact true fortune and advise that the money was returned to them and if they can send it has a refund or a ACH payment. And yet I'm still waiting because they refuse once again to give me my money. And there fake screenshot of whatever they r showing doesn't say anything of a refund. But on the true fortune account it says WIRE TRANSFER. So again what don't u understand that I didn't get any money because it was returned so again stop scamming me and give me my money.

Hello Brynn,

Any news about the refund? Has the casino informed you about any alternatives of they can return your deposit in case the wire transfer doesn't work?

Dear Brynn ,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions. The player can reopen this complaint anytime.