TrueFortune Casino - La cuenta del jugador ha sido bloqueada.

I made many deposits on this site with no issue. Requested a withdrawal of 500.00 and can't get any answers about status and have been locked out of my account

Dear stacyward673,

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? When exactly did you request this withdrawal, please?

Could you please advise if you passed the KYC verification before the casino blocked you?

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,

Kristina

This was my first withdrawal request. I requested it on 11/6/22. I received an email from them today. I will attach it ... I sent the documents for verification on 11/10/22.

I tried to log in to my account and it is still locked.

Thank you very much for your reply, stacyward673. Did the casino specify which documents are required? Could you please advise which documents you have provided?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear stacyward673,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.