TrueFortune Casino - Player struggles to withdraw his winnings.

Hello, I have been playing in this casino for a while and I made sporadic deposits since I only asked to make them for bitcoin.

On July 16 of this year

I made a deposit of 30 dlls and they gave me 1 bonus without wagrred and one that only allows me to withdraw 100 dlls, I win 600 dlls

And I put my withdrawal and they tell me that I can only withdraw 100 that I would lose 500 I was disappointed but I accepted,

Then they tell me to send my stationery. To request it, I send it and I don't receive a response about what's going on...

Bored I was going to deposit again and this legend comes

"You have pending withdrawals that can be invested instead of making a deposit.

Any withdrawal listed below can be invested and refunded to your account."

I make the refund and oh surprise

Luck smiled at me and I accumulated the amount of 32,000 dollars

I had never withdrawn, I always collected 100,200, and expected more and lost.

Excited I put the withdrawal and they only allow me 1000 dollars

When asked in the live chat, they do not give me solutions to reach an agreement with someone who commits or is responsible for what they offer.

I understand high amounts are not possible but 20 minutes ago I asked again and they already treated me badly in customer service before when I lost very well, they already lowered my withdrawals to 500 and without anything or anyone to tell me in 15 days or so for week.

Or something that is a solution

I just want professionalism and reach an agreement and have a commitment d3 how things will be done not be uncertain about the future

Then I discovered this page and I hope you can help me I am in the best of availability to talk and reach a deal

Dear cmsz445361,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please let me ask you a few questions, so I can understand the whole situation completely. Could you please advise if the entire amount of $32,000 has been approved by the casino and subsequently split into several installments? Could you please clarify the dispute value (Mex$3,200)? What does this amount represent?

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

How about petronela, thanks for taking the time to respond

First they authorized me 1000 and then they told me 500 and I had to change the withdrawal on the total amount of 32,000 dollars, they did not confirm me. customer service and support email do not answer my question.

But their terms and conditions state otherwise.

I would just like to reach a concrete agreement

In my opinion it would be a good publicity to improve your reputation

Greetings and thanks

In Mexican pesos they are an estimated $740,000 pesos and

in btc today are 1.44 bitcoin

I update the case, it's already 9,000 dollars, the rest I really lost, it just itched him, he no longer felt emotion to play or have fun. The attitude of the casino with the winners is very disappointing, the money does not feel like mine, let's see if being 9,000 if they pay

Greetings and thanks for your attention.

Thank you very much, cmsz445361, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Thank you very much for your time and very kind, let's hope so because 500 dlls every 18 days. It doesn't seem very fair to me.

Have a good day

Hello, cmsz445361,

From now on, I will assist you with your complaint.

Before I invite a casino representative to this open thread, let me please ask you a few questions.

What is the current disputed amount of your complaint, please? Do you have any "pending" withdrawals in your casino account? Can you please explain to me, what is the issue in more detail?

Dear cmsz445361,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru