Hello Fortune Casino - La solicitud de retiro del jugador se ha retrasado debido a un problema con el depósito.

Made a deposit of 20 euros, on 26/2 2026 played and wagered the money, won and made a withdrawal of 609 euros. The withdrawal was supposed to take a maximum of 21 days, I have now waited for 2 months, according to chat support I have not made a deposit, although I have shown proof of it, I have sent a screenshot of the deposit, the name on the receipt is Lemon Quissy, and the support writes that it is not their casino, I try to make a new deposit, to see the name, and Lemon Quissy came up, I canceled the deposit, and I announce this in the chat, then they only refer to the canceled deposit and say that it is the only deposit that is visible, but they see that I have a pending withdrawal. Every time I chat I get exactly the same answer, and that they notify the finance department that my withdrawal should be prioritized. Last day 2/5 I chatted and still get the same answer, and now they say I didn't send a screenshot, so I sent it again today, but then the chat was broken. I have chatted several times during these 2 months and it doesn't feel like it's people who answer, rather AI, I have also asked to get the deposit back, but it's not possible because I didn't make a deposit, according to the chat support. I believe this is fraud and I have been cheated out of my money.

Gjorde insättning 20 euro,den 26/2 2026 spelade och omsatte pengarna, vann och gjorde ett uttag på 609 euro. Uttaget skulle ta max 21 dagar, jag har nu väntat i 2 månader, enligt chatt support har jag inte gjort någon insättning, fast jag visat bevis på det, jag har skickat skärmdump på insättningen, namnet på kvittot är Lemon Quissy, och supporten skriver att det är inte deras casino, jag testar att göra en ny insättning, för att se namnet, och det kom upp Lemon Quissy, jag avbröt insättningen, och meddelar detta i chatten, då hänvisar dom bara till den avbrutna insättningen och säger att det är den enda insättning som syns, men dom ser att jag har ett pågående uttag. Varje gång jag chattar får jag exakt samma svar, och att dom meddelar ekonomiavdelningen att mitt uttag ska prioriteras. Senast idag 2/5 chattade jag och får fortfarande samma svar, och nu säger dom att jag inte skickat in skärmdump, så jag skickade idag igen, men då bröts chatten. Jag har chattat flertalet gånger under dessa 2 månader och det känns inte som det är människor som svarar, snarare AI, jag har även bett om att få insättningen tillbaka, men det går inte eftersom jag inte gjort någon insättning, enligt chatt supporten. Jag anser att detta är bedrägeri och jag har blivit lurad på mina pengar.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Am I correct in understanding that your deposit from 26 February was credited to your casino account without any issues, and that you used it to play and win?
• Can you see this deposit recorded in your casino account’s transaction history?
• How many deposits have you made in this casino so far?
• Please forward all communication between you and the casino’s customer support regarding the issue with your deposit to veronika.f@casino.guru.

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

Best regards

Veronika

Hi, here are the answers you requested.

1. I saw that the deposit was made and that the deposit had been credited to the account

I played for the deposited amount and wagered it

2. No, I can't see the deposited amount, there is nowhere to see the history of deposited money, I can see my requested withdrawal on 2/26 and that the status of the withdrawal is still pending.

3. I have made 1 (one) deposit, the deposit that was not made I made just to see the name that comes up in connection with a deposit, the first deposit was made without problems and the name Lemon Quissy came up, when I sent the screenshot in the chat I got a response that it was not their casino, I then wrote that I tried to make a deposit just to see if the name lemon Quissy came up again, which it did, then I canceled that deposit, and it is this canceled deposit that they say they see.

4. Since all communication was via chat, I can't send it, I can try chatting with them again and send that chat in. I might be able to request to have the chat conversations sent to my email.

Regards Elisabeth N.

Hej här kommer svaren som efterfrågats

1. Jag såg att insättningen genomfördes och att insättningen kommit in på kontot

Jag spelade för den insatta summan och omsatte den

2. Nej jag kan inte se insatta summan, det finns ingenstans att se historik på insatta pengar, jag kan se mitt begärda uttag den 26/2 och att statusen på uttaget fortfarande är pågående

3. Jag har genomfört 1 (en). insättning, den insättningen som inte genomfördes gjorde jag bara för att se namnet som kommer upp i samband med en insättning, första insättningen gjordes utan problem och namnet Lemon Quissy kom upp, när jag skickade skärmdumpen i chatten fick jag till svar att det var inte deras casino, jag skrev då att jag testade att göra en insättning enbart för att se om namnet lemon Quissy kom upp igen, vilket det gjorde, då avbröt jag den insättningen , och det är denna avbrutna insättningen som dom säger tt dom ser.

4. Eftersom all kommunikation skedde via chatt kan jag inte skicka med det, jag kan prova att chatta igen med dom och skicka in den chatten. Jag kanske kan begära att få chatt konversationerna skickade till min mail.

Mvh Elisabeth N.

Thank you for your reply.

Please forward me the screenshots of your deposit and withdrawal history. Also, do you have your gaming history available in your casino profile? If so, please forward me a screenshot of it as well. My email address is veronika.f@casino.guru. I appreciate your cooperation.

Hi, there is no game history or deposit history on the casino, the screenshot of the deposit is from my Skrill account, it says Lemon Quissy as the payee and not Hello Fortune, which I have pointed out in the chat conversation, but they just say that it is not their brand, but still it shows up on the deposit. The screenshot of the withdrawal shows the ongoing withdrawal of 609 euros, which is this withdrawal my case concerns. It also shows a withdrawal I canceled, because they said in the chat that my amount was not fully wagered, so I played a little more. So the withdrawal of 609 euros is what applies

Regards, Elisabeth N.

Hej, det finns varken spelhistorik eller insättningshistorik på casinot, skärmdumpen på insättningen är från mitt Skrill konto, det står Lemon Quissy som betalningsmottagare och inte Hello Fortune, vilket jag har påpekat i chatt konversationen, men dom säger bara att det är inte deras varumärke, men ändå kommer det upp på insättningen. Skärmdumpen på uttag visar det pågående uttaget på 609 euro, vilket är detta uttag mitt ärende gäller. Det visar även ett uttag jag avbröt, eftersom dom i chatten sa att min summan inte var helt omsatt, så jag spelade lite till. Så uttaget på 609euro är det som gäller

Mvh Elisabeth N.

Dear AzzillA1964, thank you for your reply. Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy," we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Hello Fortune Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number. We strictly recommend staying away from Golden Genie Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.