TrueFortune Casino - プレイヤーの撤退が遅れています。

I won a thousand dollars on December 17th. I only deposited 50 dollars so the max amount i can withdraw is 500.00. I submitted my request on the same day. I double checked my verification forms were good before i deposited, i also screenshot the conversation telling me they were fine. I've cashed out before a few months ago and it was only a couple of days. I was told my next one would be even faster. However, they informed me that it can take up to 18 business days at the latest and then more you deposit and the more you play the quicker that process is. It's 21 business days now. My account manager emails me that my withdrawal is with the finance department it will be soon. They are stalling. For whatever reason. 18 business days at the latest has come and gone. It's been a month now and that's plenty of time for a Bitcoin withdrawal to be processed. Any advice on this would be appreciated.

Dear Kerribc,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Which method to withdraw your winnings you have opted for? Do I understand correctly you used Bitcoin? Was it the same payment method as previously?

Also, could you please clarify whether you accumulated your winnings with or without an active bonus?

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Dear Kerribc,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.