TrueFortune Casino - Player's withdrawal has been delayed.

I was told that to get a no max cashout bonus you had to deposit $250. I met playthrough and all docs were approved on feb 6th. I was paid 800 on feb 26th. I was paid 500 on march 27th. I havent been paid since and have 3 requests in each for $500 submitted on feb 23, march 3 and march 10. They won't answer me in chat or in email.

Dear Kittenprincess,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you requested all withdrawals on the same day? What is the current status of those three withdrawals? Are they marked as pending or processed in your casino account?

Have you accumulated all winnings with the same bonus?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

They were submitted on feb 23, march 3 and march 10. They came from the same bonus. I had chatted with their customer service and asked how much I needed to deposit to get it no mats cash out and they said 250. They are now saying that only deposits over 250 get no Max cash out so they were are not letting me claim any more than that Even though I deposited $250.67. They told me that I would have my payout amount Increase from a 1000 and that they would speed up the process and they actually cut it in half and made it take longer. I'm going to email all my communications from them to your email address.

Thank you very much, Kittenprincess, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Kittenprincess for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask TrueFortune Casino for their help in resolving this complaint. We would like to know why where the winnings not payed out in full even thought the max cashout rule has been met.

Thank you!

They paid me 2 of the $500 payments but cancelled one for $500 request that I am still owed.

Hello Kittenprincess,

Please note that all of your withdrawal history have been paid so far according to our T&Cs, and there were quite a few on multiple occasions.

The ones that didn't get a chance to be paid like the rest, is simply because it was reversed and played before payday arrived.

We can also see that your account manager has been in touch with you regarding all of your withdrawals.

Thank you for your understanding and patience and have a great day,

VIP Team

True Fortune

Dear Kittenprincess,

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.

There is one $500 request that was canceled that should not have been and still needs to be paid. They have not been in contact with me regarding it and I have contacted them multiple times over the last 2 weeks.

The $500 request that was canceled was canceled by you not by me and it was not played it did not go back into my balance it was canceled on the day that you paid the other 2 out of 3 requests that were in. You paid 2 but you canceled one and you didn't put the money back in my balance and you didn't pay it. You need to pay me $500.

I had 3 requests for $500 in the system. Here is a history of my withdrawals that have been paid.

You paid 2 out of 3 requests for $500 on 4/24. On 4/23 There is a reversal for $500 which was not done by me and played as you stated in your response. This was reversed by you and should not have been. Here is proof that it was reversed on 4/23 and that there's no way I played it because I haven't played anything since 4/20. So if I had canceled it on 4/23 then it would still be in my balance and it's not. You owe me this $500 please pay it ASAP.

Thank you for letting us know, Kittenprincess.

Looking into your account, we indeed see a human error made by our finance department when processing your withdrawal, and accidentally removing the no wager bonus twice instead of once ($500).

Note that this will be sent by the end of today to the same Bitcoin wallet you filled in when requesting the withdrawal.

Our apologies for the inconvenience and thank you for your patience.

True Fortune

It's been 19 hours since the casino

responded and said i would be paid nlby the end of the day. The day is over and I am not been paid.

Dear Kittenprincess, Thank you very much for the update. It’s quite usual for withdrawals to take a couple of days so we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I am pleased to say that the $500 payment has been received. Thank you to casino guru For helping me to resolve this. A customer shouldn't have to go to such lengths to be paid!

Dear Kittenprincess,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter