TrueFortune Casino - Player struggles with delayed withdrawal request.

i have an account where i have been depositing money not utilizing any promotional codes. i recently played and won over $1,350.00 i requested my withdrawal over 3 weeks ago and nothing. They keep requesting verification and documentation and i keep sending it to them however i am still not getting the withdrawal required nor am i receiving a straight answer from anyone during chat. Its becoming frustrating.

Dear rodavis6,

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 takes 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 you sent 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,

Kristina

there was a verification form for the cards i used; ive sent those 3 times as well as proof of residency… i sent out the bank statement i just received the first page… i got the email that the forms were accepted however since then no one has responded to me to let me know the outcome or when it will be added seeing that it was a bitcoin withdrawal

Thank you very much for your reply, rodavis6. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

the email you provided didnt work… it didnt go through

Thank you very much, rodavis6, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear rodavis6,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite TrueFortune Casino representative to join this conversation.

Dear TrueFortune Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

thank you for adding them because i even tried to chat today and the representative joined however said absolutely nothing; this is from yesterday… im not understanding the delay and it’s becoming very frustrating

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.

oky

Hello,

We can see that account verification was only fully completed towards the end of February.

So far, we have acted according to our T&Cs and will make sure that the payment is processed and sent on our next batch of payments, according to the T&Cs as well.

Thank you for your patience,

True Fortune Support

Dear rodavis6,

I am glad that it seems like you will receive your withdrawal soon. Please notify me, when the payment is credited to your account.

Thank you.

Okay we shall see../

Dear rodavis6,

Have you seen any progress in your withdrawal process?

Thank you

no i have not;i was told the beginning of the week but theres has been nothing

Dear TrueFortune Casino,

Could you please inform us, when the player can expect to receive his withdrawal?

Thank you for your cooperation.

i did not receive my full payout

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.

oky thank you

Hello,

The customer cashed out a prize of 100 credited to her as part of a daily promotion and that is what was sent to her.

Of course, in case needed, we can provide full proof of the matter.

Thank you for your understanding and have a good day,

True Fortune

Dear rodavis6,

Since it seems like you participated in a promotion, could you please look in your account, and clarify, in which one?

Thank you.

Dear rodavis6,

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.