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Grand Fortune Casino - Withdrawal option disabled, casino support is silent

RESOLVED
Complaint Info
Disputed casino Grand Fortune Casino
Reason Verification issues
Posted on December 21, 2014

I deposited for the first time at Grand Fortune Casino on October 9, 2014. Right after that, I was asked to sign a faxback form and send my ID etc., which I did on October 13.

That same day I receive this email:
"Hi ***,

Thanks for your loyalty to the Grand Fortune casino .

We are thankful for the documents that you have sent .

We have sent them to the banking department to process your future withdrawal .

Have a great day *** and good luck for your future activity at the casino !


Regards

Patrick

On October 31, I decided to make a withdrawal.
However, as I approached the cashier and clicked on withdrawal I received this message:

"Your account requires verification before proceeding.
Please send us your completed Account Verification Form."

As I had already done that, I wrote an email to the casino support, stating:
"I'd like to request a withdrawal, but I cannot. I get the message that I need to send the verification form (which I already did)."

This email went without response, and on November 22, I sent this email again.

However, again, I did not get a response from the casino.

I want to withdraw but I'm still not able to.

AskGamblers
Posted on December 15, 2014

Dear @mavili,
Any update considering your complaint? Thank you.

AskGamblers
Posted on December 15, 2014

We got information from the casino that this issue is resolved, can you please confirm this?

Posted on December 17, 2014

Dear Askgamblers,

yes, and no.
The issue I originally raised is indeed resolved, Schalk, a manager from the casino explained and apologized, and withdrawals have been enabled so I was able to request a withdrawal on December 11.

However, as per today, I still have not been paid, even though the casino advertises to have instant withdrawals when using e-wallets. After waiting two months at least now I would have expected to be paid quickly in order to clear any doubts.

AskGamblers
Posted on December 19, 2014

Dear @mavili,
We got information that your winnings were paid to your Neteller account, can you please check? Thank you.

AskGamblers
Posted on December 20, 2014

@mavili,
Did you got your winnings?

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