Fortune Lounge Casino - 選手の退出手続きが延期されました。

I have withdrawn this money 4 months ago and they are finding every excuse in the book not to pay me. They keep finding different excuses saying that they are having problems with their banking or that they have too many withdrawals at the moment so they haven’t processed it.

I have withdrawn money in the past. I believe new owners have since taken over and ever since then I have not been paid.

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Dear JPC555,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm that you have passed the KYC verification?
• Is your player's account accessible? Can you log in?
• Have you accumulated your winnings with or without an active bonus?

Thank you very much in advance for your reply.

Best regards,

Tomas

Yes the account is KYC verified.

Yes I can still access the account.

Yes I won this money without an active bonus.

Hello JPC555,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

thank you

Dear JPC555,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lala (jean.s@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

I’ve received my money

Dear JPC555,

My name is Lala. Nice to meet you.

I am happy to hear that you already received your money.

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, 

Lala

Casino.Guru