Mr Fortune Casino - 選手の退会が遅れました。

I'm trying to withdraw my win of 545 reais, but it's already past the payment deadline and they don't give me a return, I can't contact them even through the casino chat and it's causing me great inconvenience.

Estou tentando sacar minha vitória de 545 reais, porém já está fora do prazo de pagamento e eles não me dão um retorno, não consigo contato nem pelo chat do casino e está me gerando grande transtorno.

Dear brugero_90,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Dear brugero_90,

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.

Payment was made after 14 days of much insistence via chat and email, while they claimed that my documents were not in agreement, I had no CPF number and the name of the document was illegible, and all documents were in agreement, the dispute it was for R$545.00, I received R$500.00

O pagamento foi feito após 14 dias de muita insistência via chat e email, enquanto eles alegavam que meus documentos não estavam de acordo, não tinha número de CPF e o nome do documento era ilegível, sendo que todos os documentos estavam de acordo, a disputa era por R$545.00, recebi R$500.00

Dear brugero_90,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru