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I won 50 free spins and had to play 60x the amount won, I made the entire amount and asked for a minimum deposit of 25 reais to be able to withdraw. Every time withdrawal error

Ganhei 50 rodadas grátis e tinha que jogar 60x o valor ganho, fiz todo o valor e pedia um depósito minimo de 25 reais para poder sacar depositei e tentei sacar após cumprimento do rollover e para minha surpresa não deixam eu retirar o valor. Toda hora da erro de retirada

Dear sofianick367,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, I have already sent all the required documentation and went to make the withdrawal but it returns with an error. I have been there since 06/05/2023 at two o'clock in the afternoon and this error message appears without explanation of why the error occurred.

Sim já enviei toda a documentação requerida e fui realizar o saque mais ela retorna com erro. Estou desde o dia 05/06/2023 as duas horas da tarde e aparece essa mensagem de erro sem explicação do porque deu o erro.

Sent all the documentation I'm waiting for the solution because every time I try to withdraw the error

Enviado toda a documentação estou no aguardo da solução pois toda vez que tento da erro de retirada

Do I understand correctly that you initiated the verification two days ago (June 5th)?

Yes correct.

Sim,correto.

Please allow a few more working days and keep me informed about any further developments.

It's been 6 days now with no response if I'm going to get my money. I did all the procedures, at least you could remove the bug from the system when we put it for withdrawal because it remains as a withdrawal error. Until I understood that it was a bug, I didn't know what to do until the chat told me to ignore the command and wait longer, so it's difficult. If it was a no-deposit bonus that's fine, it would still be wrong but then we wouldn't feel so aggrieved by the platform.

Já são 6 dias sem resposta se vou receber meu dinheiro. Fiz todos os procedimentos pelo menos vcs poderiam tirar o bug do sistema de quando colocamos para o saque pois fica como erro de retirada. Até entender que era um bug fiquei sem saber o que fazer até o chat falou para que eu ignorasse o comando e aguardasse mais assim fica difícil quem não sabe vai simplesmente desistir de tentar tirar e vc perdem dinheiro assim como nós. Se fosse um bônus que não fosse necessário depositar tudo bem,ainda estaria errado mas assim não nos sentiríamos tão lesados pela plataforma.

Thank you for sharing all the required details, sofianick367. Your complaint will be forwarded to my colleague Michal (michal.k@casino.guru) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

Thank you but what would be satisfactory would be for the Casino to pay me the amount won. Unfortunately, I only see you guys asking to wait while the problem would just be depositing my money in my account. Simple

Obrigada mas o que seria satisfatório seria o Casino me pagar o valor ganho. Infelizmente só vejo vcs pedindo para aguardar enquanto o problema seria só depositar meu dinheiro na minha conta. Simples

Hello sofianick367,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Mr Fortune Casino to join the conversation.

Dear Mr Fortune Casino,

Can you please provide information regarding the player's withdrawal issues? Why is there still a withdrawal error for the player?

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.

Dear sofianick367,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact eCOGRA

– an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Dear sofianick367,

I've been contacted by Mr Fortune Casino's team and they have reached out to you directly as well and explained the circumstances behind the withdrawal issue. The casino team also let you know that there were certain inconsistencies with your bonus play, and you agreed to these details. Can we consider your complaint cleared and no longer valid?

Dear sofianick367,

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.

Dear sofianick367,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal