TrueFortune Casino - Player's withdrawal and verification status is stalled.

I requested a withdrawal, sent my documents for verification to the finance department via email, but I have not received any response, any payout, or any reaction from the casino to date!!! In the live chat, they've been telling me for days to be patient and that they cannot assist me further in the live chat 🤬 

The casino does not abide by their own terms and conditions!!! 

As I mentioned, they are not responding to any of the several emails in which I inquired about the status of my document review.

Dear nickkriwet, 

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 you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

I sent my personal details to the documents. Photo of bank card Photo of invoice. And I have already sent the authorization.

I sent the last document today for the 100th time

Could you please update us on the status of your verification? Have any of your documents been approved yet?

Dear nickkriwet,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.