TrueFortune Casino - Аккаунт игрока заблокирован.

I requested a withdrawal on April 26th and still haven’t received my money. And now I can’t log into my account and no one is answering me in chat or email. I played with a deposit and met all wagering requirements. This place is a joke.

Dear Devon,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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

Best regards,

Kristina

Dear Devon,

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.

All of my communication had been in there chat function so none of it is saved. I was visiting Germany at the time I used the site so I was under the impression that I was allowed to use the site because nothing told me I couldn’t and the first couple times I did use the site I was able to withdraw. I think I withdrew twice maybe three times before they told me I wasn’t allowed to anymore. And seconds before I found this out I made another deposit not knowing that the withdraw I had just initiated didn’t and wouldn’t be processed. So I’ve lost $150.

The casino doesn’t even make you KYC before withdrawing or anything, you don’t even have to put in an address or anything so I was not aware that if I had been in the USA I wouldn’t have been allowed to play.

And they also told me that since I had previously withdrawn and that amount equaled more than all my deposits they couldn’t give me back the two deposits I had made that day.

Thank you for your reply, Devon. I tried to create an account from Germany and I couldn't continue without filling in the country and other address details.

Could you please clarify which country you filled in when creating your account?

Dear Devon,

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.