TrueFortune Casino - Player's withdrawal is significantly delayed.

I requested a withdraw from my true Fortune online casino account. I submitted all the required documents. They approved my withdrawal. I have not seen anything for the last 3 months. I have emails from them saying that it was going to be deposited weeks ago and still nothing yet.

Dear stefanie12400,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

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

Thank you so much for getting back to me.

-My winnings from TrueFortune Casino were not the result of a bonus. It was from my own deposit of funds.

- I requested the withdrawal of my winnings- $150- on 12/27/2023. My request was approved right away BUT I was told it would take 5-18 days to process. I waited the 5-18 days with no problem. Im still waiting for my winnings 2 months later.

- I've reached out to TrueFortune Casino several times via email and I have emails from them stating that my winnings will be deposited into my account any day now. They have been saying that for weeks now. They have been very apologetic for the delay- pretty strong indication that they are at fault.

Thank you so much for your help. Im so grateful for companies such as yours. Finally, justice will prevail.

Hi- so, TrueFortune did send me a payment- but it was only for $50, not the $150 I requested. I reached out to them about it but haven't heard anything back yet. I would still like to keep my complaint active for the remaining amount ($100) owed to me.

Thank you very much, stefanie12400, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you so much for your help thus far. I am forever grateful for you and all you do here. Take care! 🙂

Dear stefanie12400,

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 TrueFortune Casino representative to join this conversation and participate in the resolution of this complaint.

Dear TrueFortune Casino, could you please state the reason why the player has not received the rest of the withdrawal and when can she expect the payment?

Thank you in advance for providing the information.

Kind regards,

Dominika

Casino.Guru

Thank you so much for your help. I reached out to TrueFortune Casino 2 days ago but have yet to receive a response. I really appreciate any help you can give and please let me know if there is anything else I can do to help with the process.

Thanks again,

Stefanie Karl

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.

Ok. Thank you for your help. I really hope they honor their agreement. This whole experience has been extremely discouraging and disappointing. I'm very thankful for groups such as yourself.

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,

Dominika

Casino.Guru

Dear stefanie12400, we have received a reopen request from the casino. Please find the details below.

"Hello,

First, we would like to apologize for the delay in our response.

Please note that as per the T&Cs, the max cash-out amount on free spins/chips is set to $50. The withdrawal was completed successfully on March 5th.

We wish you all the best,

True Fortune"

That's not true

That's not true- I have emails from TrueFortune Casino telling me that "they were sorry for the delay" and that "my withdrawal of $150 will be deposited into my account any day now". My withdrawal amount was not the result of a bonus- they are LYING! They are blatanly stealing $100 from me!

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,

Dominika

Casino.Guru