Fortunica Casino - El retiro del jugador se retrasa y el soporte no responde.

Hi I made a withdrawal of £350 4 days ago and still nothing. Was on live chat yesterday on the app. James said my winnings with be paid. Now this morning I went on again to check still saying process and live chat is now gone. I have sent a few emails and no one is replying to them. Im really thinking this is a scam site. Any other casino I have played my money has been in my bank the next working day if it was withdrew at the weekend.

Hello,

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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

I understand but it says on their app that the amount i was withdrawn takes anything from 5 mins to 12 hours

From our experience, the majority of withdrawal requests get processed within the 14-day period, as this timeframe usually allows the casino enough time to complete the necessary checks and comply with internal security procedures as well as regulatory requirements.

Have you received any updates regarding the withdrawal of your winnings? If so, kindly forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.f@casino.guru. Alternatively, you may post screenshots here. Thank you for your patience and cooperation.

Dear Leighann,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru