TrueFortune Casino - Player's withdrawal is delayed.

This Casino I think stealing peoples money.. I have been trying to get my $400 withdraw.. and then I’m told I have to send my documents to be verified, which I did, the. After I’m that there is an 18 business day wait. To get paid. I write the casino employees 6 times and they begin to write and once and after I ask About my withdrawal they chat goes quite.. terrible customer service. My 18th day lands on this Friday the 23rd of August.. staying positive I hope they come through

Dear larmeda1989, 

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 take 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

Dear larmeda1989,

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.