TrueFortune Casino - Hráč se snaží vybrat své výhry.

I put in a withdraw request for $400. The casino's finance department adjusted the withdraw by taking the bonus funds off and then asked me to resubmit the withdraw request. Now when I try to do that, I am unable to complete the withdraw request. It's like they have blocked me from doing so. I started this whole process on December 21 2021

Dear Justin,

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?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is 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

So originally on December 20th or 21st I put in a $500 withdraw. On the 24th the casino told me $400 was my max withdraw so they had me resubmit the withdraw for $400. Then around 19 business days later they told me my withdraw was with the finance department and they will contact me after it processes. On January 21st they put 177.89 back into my account and told me that $177.89 is what I could withdraw and told me to resubmit again. When I tried to resubmit again I was blocked from making withdraws. They have 2 withdraw methods, both were blocked. After 2 days management finally took the blocks off and I was able to submit the withdraw. Still haven't received anything and the response I keep getting is it will be paid shortly but t have been hearing shortly for at least 10 days now. The customer service reps say something different than what the management says and neither one has really been helpful at all

Thank you very much, Justin, 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.

Hello, Justin,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. While we will wait for the casino's response, can you please clarify whether the complaint only concerns delayed withdrawal and the amount of $177.89, or should we also focus on confiscating winnings by the casino? Amounts of $500 and $400 were mentioned above.

Now I would like to invite TrueFortune Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear TrueFortune Casino Team, could you please state the reason why the player's withdrawal has not been processed yet and when can he expect the payment?

Thank you in advance for providing the information.

The bonus I used had a 10times deposit max cash out, so that's why it was changed from $500 to $400. It was changed again after the casinos finance department reviewed it from $400 to $177.89 as the casino says the bonus was a sticky bonus. My original deposit was $40.

Dear Justin,

Thank you for your explanation.

We are looking forward to hearing from TrueFortune Casino.

Just giving you an update, true fortune finally paid out my withdraw request. The experience at that casino was still the worst I ever had. They are the only casino I have played at that made me question if I was even gonna be paid. I have cashed out at at least 10 different casinos and never had to wonder if I was gonna get paid. Thanks for your help. Hopefully I won't have to ask for your assistance anymore but we know that probably won't be the case. Thanks again

Great news! Thank you very much, Justin, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I hope it will not be necessary, 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.

Best regards,

Branislav, Casino.guru