Mr Fortune Casino - La retirada del jugador se ha retrasado.

I am lodging an official complaint against Mr Fortune Casino (Green Feather Online Limited) regarding an unresolved withdrawal request and delayed KYC verification.The casino support explicitly informed me that my documents would be verified and my withdrawal would be processed within 48 hours.However, it has been 7 days, and my withdrawal status is still 'Pending'. I have submitted all requested identity and address verification documents fully and clearly. The casino is intentionally delaying my payment and ignoring my follow-ups after failing to meet their own 48-hour deadline.

I kindly request your intervention to investigate this delay and assist me in receiving my funds.

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 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

Today is the 10th day. And I'm still not getting any response. Despite writing to MrFortune's email address numerous times, I'm not receiving my money. I made a withdrawal request for 800 Euros, but it keeps saying "pending." They're not paying me. I've also filed a complaint with the Malta Licensing company. Please help me, I trust you to help me get my money back.

I was told KYC verification would take 48 hours, but today is the 10th day. I sent my identification information and they said they would inform me via email, but this is the result.

What course of action should I take if I don't receive my money?

Thank you for your responses.

• Have you received any updates from the casino regarding the verification of your account?
• Have any of your documents been reviewed and approved by the casino in the meantime?
• What types of games did you play to earn the winnings you've been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?

Dear Muzo42,

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.