TrueFortune Casino - La retirada del jugador queda parcialmente cancelada.

The casino isn't adhering to its rules. Even after sending 200 emails, they simply don't respond the way they should.

With a deposit of 25 euros, I managed to win a large sum. However, they set a withdrawal limit of 250 euros.

First, they tell me it'd take 5-7 days to confirm my withdrawal, then it becomes 12 working days, then 18 working days, and finally, they mention that the 18 working days start once they verify my documents.

Despite all of this, after about 30 days, my withdrawal was abruptly cancelled without any explanation, and a new withdrawal of 100 euros appeared in place of my original 250 euros.

After 30 days of waiting, they sent me 100 euros, with no explanation, and took away 150 euros from my winnings...

El casino no cumple sus normas. Hace lo que quiere y aunque envíes 200 emails..no contestan.

Con 25 eur de depósito gané mucho dinero pero el máximo a retirar eran 250 eur.

Primero me dicen que 5-7 días, después 12 laborales, después 18 laborales...después que 18 laborales pero desde que verifican los documentos.

Total que aún con eso...llega sobre 30 días y de repente el retiro aparece cancelado sin ninguna explicación y aparece uno de 100 eur.

Me enviaron 100 eur después de 30 días y sin explicación me quitaron 150 eur del premio...

Dear Dacase,

Thank you very much for submitting your complaint.

I'm sorry to hear about the challenges you've encountered with the casino regarding your withdrawal. To better understand the situation and assist you effectively, could you please provide more information regarding the following points:

• Have you received any response or acknowledgment from the casino after sending the 200 emails?
• Could you specify the timeframe within which you made the deposit, won the sum, and initiated the withdrawal?
• Have you activated any bonus when placing your last active deposit of 25 euros?
• Did the casino provide any reasons or explanations for initially setting the withdrawal limit at 250 euros and then reducing it to 100 euros?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication or documentation that you would like to forward to us, please feel free to send it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hello

The deposit of 25 euros was for a bonus of 150 euros more. It is true that the unfair rule was that the maximum withdrawal was 250 euros. I won more than 12,000 euros and when I made the withdrawal on February 7, all the excuses started. In the end, yesterday, March 5, they sent me 100 eur without explanation as to why they had taken the other 150 eur from me.

Hola

El depósito de 25 eur era para un bono de 150 eur más. Es cierto que ya la norma injusta que el máximo retiro era de 250 eur. Gané más de 12.000 eur y al realizar el retiro el 7 de febrero empezaron todas las excusas. Al final, ayer 5 de marzo me enviaron 100 eur sin explicación de por qué me habían quitado los otros 150 eur

Hi Dacase,

• Could you please forward the exact link to the bonus that you redeemed and played?
• I understand that you deposited €25 but could you advise how much was the rewarded bonus amount?

Thank you.

When you deposited 25 eur they gave you 150 eur more...total 175 eur...but a maximum of 250 eur to withdraw. They sent me only 100 after several unanswered emails and many days of comments in the lobby.

They have removed the promotions.

It will soon post new ones... but they have been removed.

In the end they did what they wanted.

Al ingresar 25 eur te daban 150 eur más..total 175 eur...pero máximo a retirar 250 eur. Me enviaron sólo 100 después de varios emails sin respuesta y muchos días comentarios en el lobby.

Han quitado las promociones.

Pone en breve nuevas.. pero las han eliminado.

Al final hicieron lo que quisieron.

Thank you very much, Dacase, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you. I hope that my comments are useful for other people and that they do not play at TRUE CASINO since it is not a casino you can trust and of course it does not comply with regulations nor is it recommended at all. Personally, I unsubscribed from that casino after all the problems I had and I was left without receiving 150 euros that was taken from my withdrawal without any explanation. I don't want to know anything about them.

Gracias. Espero que mis comentarios sirvan para otras personas y que no jueguen en TRUE CASINO ya que no es un casino en el que puedas confiar y que por supuesto no cumple normas ni es nada recomendable. Personalmente me di de baja de ese casino tras todos los problemas que tuve y me quedé sin recibir 150 eur que me quitaron de mi retiro sin ninguna explicación. No quiero saber nada de ellos.

Hello there,

Thank you Dacase for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask TrueFortune Casino for their help in resolving this complaint. We would like to know why the withdrawal amount was reduced and what can we do to help the player receive the rest of their winnings.

Thank you!

Hello

Well, I would also like to know why they didn't send me the 250 eur and they only sent me 100 eur. They are shameless. They do what they want. No one should play at that casino if they don't want to have problems.

Hola

Pues a mí también me gustaría saber por qué no me enviaron los 250 eur y sólo me enviaron 100 eur. Son unos sin vergüenzas. Hacen lo que quieren. Que nadie juegue a ese casino si no quieren tener problemas.

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'm sure they don't answer. That casino is a scam. No one should play there if they don't want to have problems.

Seguro que no contestan. Es una estafa ese casino. Que nadie juegue ahí si no quiere tener problemas.

Hello,

Bonuses are deducted from the initial withdrawal amount. Since the customer claimed a bonus of 150, 100 was sent.

Thank you for your understanding.

True Fortune

Hello

So the bonus announcement is a trap...

If you deposit 25 eur and they give you 150 eur more... it clearly stated... maximum withdrawal 250 eur and the remaining balance you have in the account disappears.

In my case I had more than 10,000 euros and the maximum withdrawal was 250 euros...which when you request it...they take away the remaining funds.

You would have to put the maximum withdrawal at 100 euros or on top of that they take away all the rest, they will deduct the 150 euros from the maximum withdrawal.

Why aren't the 150 eur bonus offset by all the rest that disappears from the account?

They are shameless.

Hola

Entonces el anuncio del bono va con trampa...

Si ingresas 25 eur y te dan 150 eur más....ponía claramente...máximo retiro 250 eur y el saldo restante que tienes en la cuenta desaparece.

En mi caso tenía más de 10.000 eur y el máximo retiro eran 250 eur...que al solicitarlo...te quitan los fondos restantes.

Tendría que poner máximo retiro 100 eur o que encima que te quitan todo el resto, te descuentan los 150 eur del máximo retiro.

Por qué los 150 eur de bono no se compensan con todo el resto que desaparece de la cuenta?

Que son unos sin vergüenzas.

I claimed 250 euros...which was the maximum allowed and offered. Nowhere did it appear that from the withdrawal...on top of that they deduct the bonus...and all that to collect in more than 30 days...

Let no one play in that casino...all problems and lies

Yo reclamé 250 eur...que era el máximo permitido y ofertado. En ningún sitio aparecía que del retiro...encima te descuentan el bono...y todo eso para cobrar a más de 30 días ...

Que nadie juegue a ese casino...todo problemas y mentiras

Dear Dacase, I have contacted a casino affiliate directly to discuss your case further, I will let you know about any developments. Thank you for your patience during this time!

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 don't want to know anything more about that casino

No quiero saber nada más de ese casino

Hello everyone,

As stated before, we are acting according to our T&Cs, which the user agreed to when opening his account.

When claiming a bonus on top of a deposit, the bonus gets deducted from the max cashout amount that is set.

We wish you a great day,

True Fortune

Thank you for the clarification TrueFortune Casino representative.

As Dacase has stated they do not wish to pursue this complaint further, we're going to reject this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.