mFortune Casino - El jugador está experimentando dificultades con su retiro.

I've tried to withdraw £100, but they are refusing to pay out, and won't respond to any of my emails

Dear Teecklm5,

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 situation completely. Have you accumulated your winnings with or without an active bonus? Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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

Best regards,

Veronika

There was no bonus involved, I've sent all ID they have asked for, I have withdrawn several times with them already, im not doing anything differently to my last withdrawal

Thank you for your answer. When exactly have you submitted the withdrawal request? Has it been approved yet? Please send me the screenshot to veronika.l@casino.guru. Alternatively, you may post it here.

Dear Teecklm5, thank you for your email. I'm sorry you have not received any reply from the casino so far. Do I understand correctly that you're waiting for your withdrawal for more than 2 weeks already? What is the status of your withdrawal request? Has it been processed or do you still see it as pending?

Yes from the 1st May, it still says pending

Thank you very much, Teecklm5, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will assist you. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello there,

Thank you Teecklm5 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask mFortune Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hi Peter,

We can confirm that there is a pending withdrawal that was requested on 21/5/23. In order to be able to process this, there is a pending identification request that we require first before we can process payment. Can you please advise the player that they need to contact us so we can discuss this in more detail? If they go to the support section within the mFortune app, they can contact us through Live Chat, which they will receive a quicker response for rather then Emails currently.

Thank you

Dear Teecklm5,

In order to be able to process this withdrawal, there is a pending identification request that the casino requires first before they can process the payment. Can you please contact the casino's support to provide necessary documents for this verification?

Thank you in advance!

Dear Teecklm5,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.