Casino refuses to pay-up

Sign up bonus was for $50 with a 30/35x play through with a max Cashout of $50. Went to the customer support to claim it. They added it and I went to play. After playing through to a $700. I figured I would go check and see where I was at. That’s when I noticed that the $50 that was given to me had a play through of $20,000. Now who would ever do that to win $50. I reached back out to support where I was told this was their only bonus available with this play through. After going back and forth I was then told I know how it reads. But the casino had the right to change the rules whenever they wanted. And that’s true as long as that’s what I agreed and signed for. But I didn’t sign up for a $50 for 20k. That’s impossible. And that’s false advertising to get people to sign up.

I submitted bitcoin withdrawal request 6/20/22. Waited 18 working days then was told need to verify my identity submitted all documents were approved on 7/18/22. Waited another 18 working days and have now been told to wait for an email from the account manager and am yet to receive email $1000 bitcoin. I am looking for resolution of this complaint seeing as how I’m obviously being yanked around by the staff of this site. Thank you

I am trying to obtain the money that is owed to me that True Fortune Casino will not give me...or at least keeps me in pending status/processing.

I deposited money the first time and was given free play the second time. You will see two different transactions in the files attached to this. The total owed to me is $320. That is all I am asking for from the casino. I just want them to pay what is owed to me. I did not use any bonuses or promos except I won the $170 off $15 in free play they gave me.

I was a newbie at this online casino thing when I started playing here so after I won and requested the first withdrawal in January 2022, I wasn't sure of the whole process. At that time, I deposited $35 of my own money with no bonuses attached and when I won, I requested the withdrawal of $150. Then I received $15 from the casino in free play and won again and requested a withdrawal. It wasn't until I asked a friend for help that she explained to me the process. This is when I started being proactive and learning about how these places run.

So, in February of 2022, I sent the casino all of my verification documents and finally got them to give me approval for those in March of 2022. Now my transactions have been in the processing status since 3/1/2022 and 3/10/2022. I have attached my last conversation with customer service via chat from yesterday. This is always their answer, and no one ever gets back to me via email. I haven't gotten an email from them since the last one I attached here regarding the approval of my verification docs.

About their terms and conditions....it took some effort, but I had to contact customer service to get a link to their policy documents as there is no readily available link to them on their website. Why is that? Anyway, they have violated their own terms and conditions and continue to do so giving me the runaround. Please see the attached docs and the comments made on them pointing out important info.

I appreciate Ask Gamblers for offering this service to those of us who are being unfairly treated and robbed of what is entitled to us. Thank you for your time.

<Full name removed>

In early March of this year, I was offered a modest No Deposit Bonus to spin the reels at the True Fortune Casino. The bonus did not last and did not lead to any gainful accomplishments, Later in Mid March, I was offered a second bonus via email directly from True Fortune offering $150 when I made a $25 deposit. If I knew then what I know now. I accepted the bonus and made the deposit. The playthrough was $3,500. With some luck, dogged determination, and about three weeks of fairly solid play, I managed to meet the playthrough requirement. Shortly thereafter True Fortune required me to provide a positive ID, proof of address, and bank account ownership. After providing this information and having met the terms and conditions of the bonus I made the request to withdraw a maximum amount of $250. On March 31st I requested $250 to be withdrawn and deposited in Bitcoin into my account.

That same day I received an email notifying me that my withdrawal request had been received and approved however the letter went on to state; "As a general rule and according to our T&C's, withdrawals can take up to 18 business days at the latest, from the day the account has been fully verified with the relevant documents. Withdrawal timeframes are determined by account activity, the total number of deposits, and seniority." 

I have had larger withdrawal requests at other casinos and had never been subject to these conditions but willing to wait the 18 days, I quietly accepted his email at its word and began the wait. As of today, I am still waiting for the deposit. Despite all of my ID and Bank authentication documents being accepted, my withdrawal request approved, and the VIP Manager's email indicating that the withdrawal and deposit would be made 18 days after account verification. The deposit as of today, unfortunately for me, has not occurred.

Hello,

I have been more than patient with this casino True Fortune. On Dec 12th I made a withdrawal request for only 100$. I was told that the withdrawal would take between 5-18 business days. I thought this was absurdly long, but I waited anyways. Now after several emails, I still don’t have the funds and tomorrow will be the 1 month mark since I made the initial request.

I don’t understand why it would take so long in the first place, especially since it’s only 100$. It’s not even about the money at this point, it’s about them doing the right thing. If they are being so difficult with me over the 100$ imagine someone who was trying to withdrawal 10,000.

They requested I send them some documents, which I did immediately on 12/12/21.

Please help me. I’ve done everything I could possibly think of the resolve this, and still nothing.

Thanks for your help,

Brandon < surname removed >