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

Made 2 deposits of 25euro each, I won total 100euro.

It is been since 5th of June and even their 7-21 days have passed by far I get the same excuses all the time.

I visited the chat everyday for a lot of days and literally they are fooling me 100%.

Excuse 1: They claim that they have a big workload but they will inform the financial department.

Excuse 2: For security purposes.

Chats are bots and unhelpful.

Wont reply to my emails.

Stay away..

Hello,

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.

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,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Veronika

Thank your for your reply.

Yes indeed, the whole situation is extremely frustrating from me.

Have you made any successful withdrawals before?

No this was the first, and probably the last.

Could you please confirm that you have passed the KYC verification?

Yes flawless!

Have you accumulated your winnings with or without an active bonus?

No, my winnings were earned without any active bonus.

Kind Regards

Please forward all communication between you and the casino regarding the delay in processing your payment to veronika.f@casino.guru.

Thank you for your cooperation. This will help us review your case thoroughly and proceed with the investigation as quickly as possible.

Dear thehawkcy91,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Veronika

sorry for the delay and thank you for the extension.

i have sent you the screenshots at the email provided

thank you in advance

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Hello Fortune Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Hello Fortune Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

Guys! It is 16 August, since 5 of June I still wait for my money, still getting the same AI answers. What to do? I am so done with this guys.

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi