TrueFortune Casino - Player’s withdrawal delayed beyond stated time frame.

I submitted a withdrawal request for a little over what I deposited. Said 18 days to withdrawal. Now nits been 19 days and they are stating that it will be processed on their next processing date which is next week. Completely absurd!

Hello ericfullon1223,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with TrueFortune Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I am verified already. I have attached a screen shot of that email. I submitted my withdrawal request on the 111th of which I made my deposit played with a bonus and made the playthrough

Hello ericfullon1223 and thank you for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello ericfullon1223,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a TrueFortune Casino representative to join this conversation and participate in resolving this complaint.

Dear TrueFortune Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of TrueFortune Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello ericfullon1223,

I was contacted by the casino outside of the complaint thread and it seems like you are already paid. Could you confirm if you have received the funds from the casino?

Dear ericfullon1223,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.