Fortunica Casino - El retiro del jugador se ha retrasado.

I was overall happy with the casino and they're bonus,free spin and wager but they have delayed my withdrawal something that make me worry and I don't believe I will use again until my case will be resolved

Dear omorfia24,

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 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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

KYC verification is being completed I never make a deposit or play before this part to be done ,and because I have and another site from outside even the bank transfer is take maximum two days sometimes just one day ,this is a visa card withdrawal so should be not more than 24 hours.today I have 48 hours I am waiting and like I said to bad I was kind like the casino but I can take the risk until I will receive my money

Thank you for your reply. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

I am waiting like was told to me to wait 10 days left so soon will be two weeks and will see if the full process will be finished and hopefully in a good way so I can close the complaint!

Thank you for your reply. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please clarify if you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Like I said I never make a deposit before to verify my account,my account is full verified,no I never make a withdrawal before is my first time

We have two weeks and nothing absolutely change I ques we should let people know about how the casino work to protect them by playing on this casino!

Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi like you said I tried to wait two weeks and today is three weeks,they said every time when I contacted them the same thing and they leave the chat immediately after they respond me with the same message,saying we are sending your request to the costumers service and they will send you an email to let you know.)But they never send something to me !

Why is taking so many days to answer 😭 😭 I am starting to worry about it !

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. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello omorfia24,

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 Fortunica 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.

What else to provide thank you for your help I really appreciate but I. Lost any hopes is being 1 months now I used for first time this casino I win some money,I was surprised when I saw how quick was already showing success and also I received and email saying congratulations ! Also

Every time when I tried to have a chat with them keep saying you already contacted us and you need to wait for a email after that they leave the chat !

I am very disappointed and I wild Like my this message to be my first message so could protect players from using this casino today is 1 months Sense I am being fory money,and this money left the balance something that means that they was being stolen from the casino so I am frustrated, dissatisfied disappointed and very upset that some casino using the people to make money

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.

So sad they did not even try to say anything this says all about them! They worth 0 !

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. 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 might 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. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://verification.anjouangaming.org/validate?domain=fortunica.io&seal_id=ec572e2c1e0273baddf215ef89b35db6d329b718859a8787d45a9203b40e11dffecf1d609accf6ce29c310db7905d893&stamp=889c982e40fa86a20c0bb0df8727b3cc) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (attila.g@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Attila Gorkij