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How is it that Grand Fortune and their sister casinos are allowed to continually deceive players? My documents were completed by their 3rd party company Hooyu and verified. I was in chat the night prior speaking to a rep in chat. Looking at the verified document she asked for a screenshot of the verification which I provided. The next morning my document had been removed and they were requesting it. This tactic is done by this casino on a constant basis to delay paying out winnings. Not to mention they restrict you from using any bonuses in any of the other casinos because you have won. They claim the others are sister casinos but request the same documents independently for each location. How is it they deny your withdrawal same day take 5-7 days process then an additional 7-10 days to pay out. This is the only chain taking this amount of time to pay out winnings. Every time I have obtained a win from this chain Casino Guru must intervene to help me get paid. I am done playing here after this. I am still trying to collect $4k from Planet7 and now $2500 from Grand Fortune. The chat is of no assistance they just type the template answers they were given and do not acknowledge your concern or frustration. Why are they allowed to cheat us by removing documents to delay payout but if we were to cheat, we would be banned. Seems a little unfair. Please assist me in obtaining my funds this is supposed to be fun I can assure you it isn’t. They constantly use the excuse that the Bitcoin address was not on file keep in mind photo is attached withdrawal cannot be completed without inclusion it.

Hello mzalicia,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Grand Fortune Casino. Please allow me to ask you a few more question before we would move forward.

When exactly did you verify your account in their sister casino? Since when do you have a pending withdrawal in Grand Fortune? When was the last time the casino requested documents from you,

Please note that even if they are sister casinos, they can request you to verify yourself in each one of them. Also some casinos have a rule where you can claim only a single bonus within their whole group so that might be a possible reason for blocking your bonuses.

Looking forward to your answer.

Regards,

Nick

I am verified and have been for weeks until they removed my documents and made me resend which I did and was approved again. Why must withdrawals be so difficult with your casinos

No reason for me to lie

So Nick to answer your question I’ve sent documents to all I play at I had the same issue with clubplayer now planet7 it’s really frustrating been waiting while continuously lied to. Not really disputing bonus I just feel like your casinos deny withdrawals to delay paying out. It doesn’t take ten days to send Bitcoin. All I’m asking is no have to fight to get what is owed to me

Approval was completed weeks ago by Hooyu I have verification from them. As for your sister Casino my withdrawals were approved June 3rd. 7-10 day window is up your rep in chat told me this morning it hasn’t even been sent so they have been lying this entire time. You want players to be honest but you guys are dishonest so how is that fair. I abide by all the rules and still get the short end

Dear mzalicia,

Please note that we are not a casino. Unfortunately the recommended waiting time before we would try to intervene is 14 days so if your requests are pending less, I can only recommend you to wait a little more.

If there won't be any update after the 14 days, we will definitely try to intervene.

I understand that however if they are allowed to remove documents and be dishonest during entire process how is this fair to the consumer. All they have to do is deny a withdrawal to change the timeframe that is not only dishonest it’s unjust. We are supposed to send all of our information and be honest but they can manipulate and steal from us.

They are allowed to do whatever they choose if we are dishonest we get banned

Dear mzalicia,

The reason behind it might be that it just did not meet some requirements which they did not notice and that's why they requested it again. However as it's already over 2 weeks, I will forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi mzalicia,

I've just reviewed your case and fully understand your concerns about the verification issues. In order to help you resolve the problem, I will contact the casino.

I would like to invite the Grand Fortune Casino to join this conversation and participate in the resolution of the complaint. Could you please provide us with more information regarding the case? Are there any special reasons for the player's documents to be not verified, which cause the cancellation of withdrawal requests?

Regards,

Natalia

Greetings all,

According to our records all documents were completed and payout method were confirmed on the 7th of June, approval was on the 16th of June, and payment was made in full on the 27th of June. I have confirmed payment (Bitcoin) via Blockchain Explorer. Have a look in your Bitcoin account mzalicia, it should be there and waiting for you for some time.

Best wishes,

Nick and Grand Fortune

Dear Nick and Grand Fortune casino, thank you for your response.

Dear mzalicia, could you please check if you have already received your winnings in your Bitcoin account since the casino representative confirmed the payout to be processed? I hope to hear good news from you.

Regards,

Natalia

Dear mzalicia,

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.

Sorry I was working. Yes I did receive it. I’m still missing one but since it’s a sister casino I’ll have to start all over again.

Dear mzalicia,

Thank you for using the Casino Guru complaint resolution center. I'm glad to hear that your issue got resolved and you received your winnings. I will now mark it as 'resolved' in our system.

Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Regards,

Natalia