TrueFortune Casino - Player’s withdrawal has been delayed.

I won back in April, besides ignoring me in the customer service chat and giving me different info every time, I have emails where the "casino manager" apologizes for the late payment and insists it will be there at a different time (it was last Sunday last week) and sent an email saying that it will "be deposited soon" but it has not been. When i log in to my true fortune account the amount is still a "pending withdrawal"

Dear Lashondra,

Thank you very much for submitting your complaint. I can only imagine how frustrating it must have been for you to wait for a withdrawal for nearly three months.

Could you please advise which payment method you have opted for? Were your winnings accumulated with or without an active bonus, please?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost three months is unusually long time.

However, 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,

Petronela

I selected to be paid out with Bitcoin as the instructed this would be the quickest method for withdrawal. I did use a bonus but it was completely fulfilled

Thank you very much, Lashondra, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) 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 Lashondra,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best 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 the resolution of this complaint.

Dear TrueFortune Casino, could you please state why the player's withdrawal has not yet been paid out and when can she expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

I tried logging into my account and i am no longer able to

Dear Lashondra,

has the casino provided you with why they blocked your account?

Thank you in advance for providing the information.

Kind regards,

Stefan

No, after several attempts I was able to log in and speak to customer service about when I should expect payment and was given the same response. that its 15-20 business days from when documents are verified. When I let the agent know that I won on 4/7 and my documents were verified the day after, I was given the standard response of "we will send an email to your account manager and hopefully they will get back to you soon" The response from the acct manager is always several days later and seems system generated, however the last time i got a response was to tell me the the deposit "should already be seen in your account very soon" It is not . It is still showing as a pending withdrawal that I can "reverse"

Dear Lashondra,

Thank you very much for the provided information. It is great to hear that your account isn't blocked. Let's wait for the TrueFortune Casino's statement.

We appreciate your patience.

Kind regards,

Stefan

I did get a payment from True Fortune today, unfortunately it was for a fraction of the amount that was due to me. They only gave me 171.00 out of 639.00. When I asked customer service why this was the case, he just said he didn't know and for me to email support which i did and still have no response despite boasting 24 hour customer service. Also, when i check my account I have no pending withdrawal showing , so the difference in what is owned has vanished. It shows several cancelled withdrawals and no one can explain

Dear Lashondra,

Thank you very much for the provided information.

Dear TrueFortune Casino, could you please state why the player's withdrawal has not yet been paid out in full and when can she expect the rest of the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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’.

THE CASINO STATES THAT THEY DEDUCTED THEBONUS AMMOUNT AND THATS WHY THE DIFFERENCE IN AMT. HOWEVER THEY DEDUCTED THE BONUS AMMT AT THE INITIAL TIME OF THE WITHDRAWAL, AND NOW THEY HAVE DEDUCTED IT AGAIN. IT WAS EVEN STATED BY THE AGENT IN THE CHAT WHEN I DID THE INITIAL WITHDRAWAL REQUEST THAT BONUS WAS BEING DEDUCTED FROM THE AMMT

Dear Lashondra,

I hope you are doing fine. Am I understanding the situation correctly that you have requested an initial withdrawal while having an active bonus? Have you played any games after deducting the bonus amount from the withdrawal amount? Please, could you be more specific about what amount they have removed the second time?

Kind regards,

Stefan

THERE WERE NO ACTIVE BONUSES. THE AMMT I WON WAS OVER 3000.00, THEY TOOK THE BONUS FROM THE AMMT AT THE TIME OF MY WITHDRAWAL REQUEST. THE AGENT EVEN STATED THAT IN THE CHAT WHEN HE WAS TELLING ME WHERE TO SEND THE DOCUMENTS FOR IDENTIFICATION

Dear Lashondra,

Could you please state which bonus have you used? Thank you in advance.

Kind regards,

Stefan

* 10 Free Chip for Rival Slots - Only valid for Video slots and 3 Reel slots (Claim now).2022-06-14 04:20:502022-06-26 20:03:42277% "All Games" Bonus (Click to claim)2022-05-13 07:31:352022-05-14 18:59:58

Hello,

We can understand where the confusion of the customer is coming from, due to multiple cashout reversals from multiple deposits.

We made sure to send the difference regardless, and this withdrawal is considered paid in full according to our T&Cs.

Thank you,

True Fortune

Dear TrueFortune Casino,

Could you please provide us with the player's game log? So I can understand the situation clearly? Thank you very much for your participation.

Dear Lashondra,

I understand this must be frustrating for you. I will look into this and let you know. Thank you very much for your patience.

Kind regards,

Stefan

I was looking at my history and noticed that the history for the very first game i played (the bulk of my winnings) and on a 25 wager free bonus is gone , no record of it at all

Hello,

Please note that according to our T&Cs for new players, there is a max cashout of 10x the deposit amount on any deposit amount below $250.

Since the customer deposited $25, $250 was sent.

Please provide us with an email address to send the customer's log in case it is still relevant.

Thank you,

True Fortune

Dear Lashondra,

Could you please confirm that you have deposited 25$ and received 250$ from the casino?

Dear TrueFortune Casino,

You can send it to stefan.m@casino.guru. Thank you in advance for your cooperation.

Kind regards,

Stefan

not only is that incorrect, but i had more than that in my balance that i had won

furthermore, there is a remaining balance of 444.80 that I am not being allowed to withdraw and am getting no response from customer service or the phone number provided

I HAVE NOT GOTTEN THAT AMMOUNT THEY ONLY SENT ME THE ONE PAYMENT OF 181, WHICH IS WHAT THEY HAVE ON THE SITE WITH MY WITHDRAWAL HISTORY AS WELL. i EMAILED IT TO YOU

MY APOLOGIES, I CHECKED MY TRANSACTIONS AND THE DIFFERENCE WAS SENT TO ME TOTALING APROX 238.00

ALSO, I FAILED TO TAKE NOTE OF THE FINE PRINT, SO AGAIN MY HUMBLE APOLOGIES TO BOTH THE CASINO GURU AND TRUE FORTUNE CASINO.

I DO HAVE JUST ONE MORE QUESTION. THE BALANCE THAT I HAVE NOW WHY CANT I WITHDRAW? THERE ARE NO ACTIVE BONUSES ON MY ACCT AND IT WILL NOT ALLOW ME TO WITHDRAW, AND IM GETTING NO RESPONSE FROM CUSTOMER SERVICE CHAT OR BY PHONE.

Dear Lashondra,

I am glad we are on the same page.

Did you deposit any funds after the withdrawal of around 250$? Or you were playing with the excess money which should have been removed from your account? If you haven't deposited any additional money, I am afraid you won't be able to withdraw your funds.

I am looking forward to your answer.

Kind regards,

Stefan

it was a deposit made afterward, i had a zero balance when the 20.00 deposit was made and no promotions have been played either

Dear Lashondra,

Thank you for the information. What is your current balance? You should be able to withdraw your funds, but maximally 200$, as mentioned above.

Dear TrueFortune Casino,

Could you please explain why the player isn't able to withdraw her funds? Thank you for your cooperation in advance.

Kind regards,

Stefan

MY BALANCE IS 444.80 AND IT DOESNT GIVE ME THE OPTION TO WITHDRAW ANYTHING

Hi,

According to our T&Cs, only active players (players who made a deposit for real play within the past 30 days) are eligible to withdraw any funds from their accounts.

The balance the player is currently having is for fun purposes only (she was credited 20), and not from her own deposit.

Only then, she deposited $25 (our minimum deposit amount) to be able to cash out from it, although she is not eligible for it.

Her $25 deposit will be refunded via Bitcoin on Thursday. Her Bitcoin address is already being requested by her account manager.

Thank you for your understanding,

True Fortune

Dear Lashondra,

Could you please confirm the information that the casino has just provided?

Thank you very much in advance.

Kind regards,

Stefan

none of that information was provided to me at the time of receiving the 20.00. i have an email stating it was a gift and not that it had no cash value, furthermore when i spoke to the customer service reps and asked about making a withdrawal none of them stated that either and I spoke to many of them. If needed i can send the email stating it was a gift.

Dear Lashondra,

Could you please provide us with the screenshot of that email? Or you can send it to my email address stefan.m@casino.guru.

Thank you for the provided information in advance.

Dear TrueFortune Casino,

Could you please provide us with the information on how you let the player know that she is playing just with fun money?

Kind regards,

Stefan

I sent the email to you this morning, were you able to receive it? I can resend if necessary.

Dear Lashondra,

Thank you for your email. There is no mention of fun money. Did the casino tell you that you are only getting cash for fun purposes?

Thank you for the provided information.

Kind regards,

Stefan

No that was never mentioned nor was it listed anywhere on my account. Also the deposit was not refunded and i am still not able to withdraw my winnings

Hi,

Everything is mentioned in our T&Cs. For 30 days after her last deposit, she did receive free play that is not for fun purposes only, that she could cash out from.

That is exactly why the customer couldn't withdraw their funds and insisted to bypass that and chose to contact this forum instead of her account manager. That is why we are kindly offering a refund.

The reason why the refund has not taken place still is simply that we are still waiting for her to provide her Bitcoin address. She can also provide it here if she feels comfortable with it. (attached below is the email sent, with no reply)

We again highly recommend for the customer to communicate directly with us, a communication which would have solved this inconvenience in the first place.

We will look forward to receiving her Bitcoin address.

Thank you.

UMMMM ACTUALLY WE ARE NOW TALKING ABOUT A SEPERATE MATTER THAN THE ONE I ORIGINALLY CONTACTED CASINO GURU FOR, IT SOUNDS AS IF YOU ARE NOT ALLOWING ME TO WITHDRAW MY WINNINGS AS A FORM OF RETALITATION AS YOUR PREVIOUS RESPONSE CONTRADICTS ITSELF. I AM ASKING FOR MY WINNINGS (200.00 PER YOUR TERMS AND CONDITIONS ) BE PAID OUT TO ME. AND I DID GIVE MY BITCOIN ADDRESS BY EMAIL THE SAME DAY YOU ASKED FOR IT, BUT ILL TAKE THE 200.00 DUE TO ME INSTEAD.

Dear Lashondra,

In the "terms&conditions" you can find the rule:

"2.3. A player that didn't add funds to his account for one month-long or more (30 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."

When did you receive the 20$ free play, please?

Kind regards,

Stefan

I got it on 7/12 , I also made a deposit thereafter, and won money after deposit i made, therefore i should be able to collect on any winnings after the deposit made by myself

Dear TrueFortune Casino,

Could you please provide us with the information on why the player cannot withdraw her funds? She deposited the money less than 30 days after receiving the free play money.

Thank you very much in advance.

Kind regards,

Stefan

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’.

Dear Lashondra,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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 wish I could be of more help.

Kind regards,

Stefan