Hello Fortune Casino - プレイヤーの撤退が遅れています。

Made a withdrawal initially of £850, waited over 45 days and it got cancelled and put back into my gaming account. Then withdrew £800 and now been waiting for over 35 days. All I ever get from there support is, its still pending and they are very busy with other accounts

Dear ALFvin3027, 

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

• Could you please share the screenshot of your withdrawal request?
• Have you made any successful withdrawals before?  
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Never made a successful withdrawal before. But have tried before, and has you can see this was cancelled. Not by me but them, so as you can see I have my doubts

Yes and I have passed the kyc verification. And has far as I am concerned I have won money fair and square

Thank you very much for your reply, ALFvin3027. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

This is the reply that I always get

Thank you very much, ALFvin3027, 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 ALFvin3027,

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

Dear Hello Fortune Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

I knew they would not get in touch with you. Still getting the same reply from the so called customer services

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.

It's plain and simple that they will not reply to you. I am still getting the same response from them and its now over 50 days and nearly 100 from the initial one. I don't think they are a bonafide casino sute

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka Dubasova