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

I've been waiting for my payout since June 27th. They keep telling me they're busy, blah blah, but in the end, they don't pay anything. People don't pay in, and they don't get their money paid out.

Ich warte seit dem 27.juni auf meine Auszahlung man bekommt immer gesagt, die haben viel zu tun bla bla im Endeffekt zahlen sie nix aus. Leute zahlt da nicht ein man bekommt sein Geld nicht ausbezahlt.

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 that 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 for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello, yes everything has been verified, I have deposited several times but have only just withdrawn the first time, the bonus requirements were all met, customer service always says there is apparently a lot going on which is why it takes a little longer, but waiting 1.5 months is crazy.

Hallo, ja es wurde alles verifiziert habe da schon mehrmals eingezahlt nur eben das erstmal ausbezahlt die bonusanforderungen wurden alle eingehalten, der Kundenservice sagt jedesmal es ist anscheinend viel los deshalb dauert es etwas länger aber 1,5 Monate warten is crazy.

Please forward me all the communication between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru. Thank you for your patience and cooperation.

OK has been sent

OK wurde versendet

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Hello Fortune Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello dennislabajo,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Hello Fortune Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

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.

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,

Attila Gorkij