Hello Fortune Casino - El retiro del jugador se retrasa y el soporte de la cuenta está bloqueado.

I’m awaiting a withdrawal from 23rd June I keep being told same thing on live chat that’s it awaiting review I am verified and all ok but no way forward on getting my withdrawal I have saved all chats from live support with them telling me there sending requests to payments team which they don’t do I also have been spoke to terribly by Claudia on live support who then blocked my access to live support so I can no longer go in and enquire as to were my withdrawal is I also have sent numerous emails to there email support with no reply I’m left with no support or clue as to what is going on I am fed up waiting with no response or being able to access there live support I have kept all screenshots of every conversation on live support and emails I have sent

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 that 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?

Have you accumulated 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,

Veronika

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.

Hiya no I never used any bonus I’m also fully verified and this was my first withdrawal

Thank you for your response. Have you received any updates regarding your withdrawal in the meantime? If so, kindly forward me the most recent communication with customer support at veronika.f@casino.guru, or post screenshots here. I appreciate your patience and cooperation.

No I have waited the full 21 days that they asked but now they saying it’s still in review and still not got withdrawal or been contacted by email only on live chat told sane things every day

Day 25 still no response except repeating everyday on chat same thing then told it was inputted wrong the amount and that it was there fault and will process as priority but then block access to chat next day so still no emails or communication as to when my withdrawal will be processed

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. However, I would like to warn you that it seems to be a common practice of Hello Fortune Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Thank you I have been back on live support today after been blocked and they still saying same thing that withdrawal still in review and will be processed soon but never is I’m on day 26 now they just repeat same thing every time

Hello fb65pfykjg33,

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 Hello Fortune 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.

Thank you I have been back on today still no progress still word for word answer on there live support

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,

Attila Gorkij