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Complaint Summary – HelloFortune32

Name: George Birney

Summary

I am submitting this complaint regarding an outstanding withdrawal of £900, which has remained in "In Progress" status since 8 June 2026.

Despite complying with all verification and wagering requirements, and despite repeated attempts to obtain meaningful updates, I have received only generic template responses.

Timeline

Prior to 8 June 2026

- Opened an account with HelloFortune32.

- Deposited a total of approximately £80.

- Accepted the welcome bonus.

- Completed all applicable wagering requirements.

- Successfully completed identity verification.

8 June 2026

- Submitted a withdrawal request for £900.

June 2026

- Contacted customer support requesting an update.

- Was informed withdrawals may take 7 to 21 business days due to security reviews.

30 June 2026

- Sent a detailed email requesting:

- Confirmation that verification was complete.

- Confirmation that no further documents were required.

- The current status of the withdrawal.

- An estimated completion date.

- Received only a generic response stating the withdrawal was under review.

Following Weeks

- Submitted further enquiries.

- Received the same generic template responses.

- None of my specific questions were answered.

Current Position

- Withdrawal status remains "In Progress."

- No request has been made for additional documentation.

- No explanation has been provided for the delay.

- No payment date has been given.

- Support continues to send generic responses that do not address my case.

My Concerns

- The operator has exceeded its own stated processing timeframe.

- My legitimate questions have not been answered.

- I have complied with every requirement placed upon me.

- The continued use of template responses prevents me from understanding whether there is any genuine issue with my withdrawal.

Resolution Requested

I respectfully request:

1. Immediate processing of my £900 withdrawal; or

2. A detailed written explanation setting out:

- Why my withdrawal has not been processed.

- Whether any further checks are outstanding.

- A realistic date for payment.

Supporting Evidence Available

- Deposit history.

- Withdrawal confirmation.

- Screenshots showing withdrawal status.

- Identity verification confirmation.

- Copies of all correspondence with customer support.

- Copies of all generic responses received.

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Dear GeorgeB1982,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand the problem, please provide the following details.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

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

Best regards,

Jean

Dear GeorgeB1982,

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.

Please see screenshot of my profile which states that verification is passed. Unfortunately there's no verification history that I can access. I did, however provide my passport and had to go to a page where I had to have my face scanned etc. Because there is no verification history page, I can't remember when I passed verification, although I think it might have been either the 8th or 9th of June, just after my withdrawal request. I'll forward all email correspondence to you.

Dear GeorgeB1982,

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.