Hello Fortune Casino - El retiro del jugador se ha retrasado.

I requested £845 withdrawal on 13th june from hello fortune and the chat is obviously a bot as it is the same old excuses that they have a back log they advised that it wld be 7-21 days and i have still not been paid

Hello,

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 whole situation completely.

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

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

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.

I did receive a bonus and i did accumulate enough funds to make a withdrawal this doesnt seem to be the problem as they just say they have requested it and they have a back log - and they have special checks to do before releasing it

I had accumulated enough funds to be able to make a withdrawal outwith their bonus terms and conditions i just think they are a bogus site that takes funds instantly and then don’t pay out

I also passed their verification and havent withdrew before

Thank you for your reply, Hairday. Could you please advise us on the current status of your withdrawal request? Is it still marked as "in progress" in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, 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.

they don’t answer emails and it is only on chat that they reply they say that it takes longer to verify the full 21 days was up yesterday and they still advise that it is still being scrutinised and that the financial team is extremely busy

I have spoke to a bot then two other advisors who say they are not bots they have advised that it is still being processed

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear Hairday,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Hello Fortune Casino representative to join this conversation.

Dear Hello Fortune Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Happy with that

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.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka Dubasova