Mr Fortune Casino - Požadavek hráče na výběr je zpožděn kvůli problémům s ověřením.

I deposited €20 at the casino on 29.1.2025. I played without bonuses and got about €200. I asked for a withdrawal, then they asked for documents. I sent them all the documents, but they still ask for a Credit Card document. I sent them a picture of my bank card as instructed, but they wouldn't accept it. Well, I canceled the withdrawal and went to play and got up to €1200. I sent a new withdrawal request and contacted the live chat to ask what the problem was with that credit card verification. They replied that they were asking for two cards; applepay credit card_**** and another one that ends with a different ending. I found out by asking the artificial intelligence what that information was, and they are device-specific "cards" from the apple pay deposit method and my own bank card is linked to that applepay. So I have no way of posting a picture of the physical card they are asking for, that is, that applepay card when it doesn't exist anywhere other than on my device. On top of that, I bought a new phone and apparently I had made a deposit with my old phone using Apple Pay, which of course has a different device-specific card. That's why they're asking for two different cards. I also sent them a bank statement from January when I deposited twice. I suspect there's something shady going on here. I'm waiting for a response from them. Really slow.

Talletin kasinolle 20€ 29.1.2025. Pelasin ilman bonuksia ja pääsin noin 200€. Pyysin kotiutusta, sitten he pyysivät dokumentteja. Lähetin heille kaikki dokumentit, mutta he pyytävät yhä edelleen Credit Card dokumenttia. Laitoin pankkikortistani heille kuvan ohjeiden mukaisesti mutta he eivät hyväksy sitä. No, peruutin kotiutuksen ja menin pelaamaan ja pääsin 1200€ asti. Laitoin uuden kotiutuspyynnön ja otin live chattiin yhteyttä että mikä on ongelma tuon credit card verificationin kanssa. Sieltä vastattiin että he pyytävät kahta korttia; applepay credit card_**** ja toista joka päättyy eri loppu-osaan. Selvitin tekoälyltä kysymällä että mitä nuo tiedot ovat, niin ne ovat laitekohtaisia "kortteja" apple pay talletustavasta ja oma pankkikorttini on yhdistetty siihen applepayhyn. Minulla siis ei ole mitään mahdollisuutta laittaa kuvaa fyysisestä kortista mitä he pyytävät, eli tuota applepay korttia kun ei sitä ole olemassa muualla kuin laitteessani. Kaiken lisäksi olen ostanut uuden puhelimen ja ilmeisesti olin tehnyt joskus aikaisemmin talletuksen vanhalla puhelimella käyttäen apple payta, jonka laitekohtainen korttihan on tietysti eri.. siksi he pyytävät kahta eri korttia. Laitoin heille vielä tiliotteen tammikuulta kun olen tallettanut 2 kertaa. Epäilen että tässä on jotain hämärää.. odottelen vastausta heiltä. Todella hidasta toimintaa.

Dear Ombusken, 

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 specify if you submitted the pictures of your physical bank card to the casino?

Are you able to upload any document that would serve as proof of ownership of your Apple Pay Card, for example a bank statement or a video from the app showing that you are the owner of this payment method?

Have all your other identity documents been verified?

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

I have already sent pictures of the physical bank card a few times and explained in live support that Apple Pay is not a physical card to take a picture of. And all other documents are accepted.

Olen lähettänyt jo muutaman kerran kuvat fyysisestä pankkikortista ja selittänyt live supportissa että se apple pay ei ole fyysinen kortti mistä ottaa kuvaa. Ja kaikki muut dokumentit ovat hyväksytty.

Yes, and I also sent them a bank statement showing the payment transactions.

Niin ja lähetin myös tiliotteen heille jossa näkyy maksutapahtumat.

Now I got this email when I sent the bank statement. Maybe this means all the documents should be ok? I'll wait to see if there's any progress regarding the withdrawal.

Nyt tuli tälläinen sähköpostiviesti, kun lähetin sen tiliotteen. Ehkä tämä tarkoittaa että kaikkien dokumenttien pitäisi olla ok? Odottelen jos noston kannalta tapahtuisi edistystä.

Hi. The withdrawal was successful, so the problem is solved! Thanks for your help 🙂

Hei. Nosto suoritettiin onnistuneesti, eli ongelma ratkesi! Kiitos avusta 🙂

Dear Ombusken,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru