TrueFortune - Support and Complaints Thread

Thank you , already sent

Hello variousVincent,

Thanks for sharing your credentials. We will notify Casino Representative in order to help you. Please keep you posted.

Hello,

We have looked into your case and according to our T&Cs, your withdrawal should be completed and sent over this weekend at the latest. Since you are cashing out on a free chip and with no history of real play, please make sure to follow the T&Cs or be in touch with your account manager to receive further updates.

Thank you,

True Fortune

Hello variousVincent,

Any updates,did you receive your funds? 

The money came exactly two days ago, thank you for your help !

Hello variousVincent,

We are really happy to hear such a good news. Enjoy your winnings! 

hallo , tell me pls when the transaction number 205362419963211 will be finished  , transaction was placed in the middle of december 2022 , ty

Hello Raymondpays,

Could you please send us your Casino Username via private message so we can get in touch with Casino Representative and investigate this transaction?

Hello Raymondpays,

Thanks for your credentials. We will ping Casino Representative regarding this matter and once we get an update we will let you know. Please keep you posted.

Hello LARushAudio,

Thanks for sharing your experience with all the LCB members. We can get in touch with Casino Representative if you need any assistance from our side, we are willing to help you. 

Please let us know if we can help you somehow regarding this matter. 

Thank you.

Wow, you guys would do that for me? That's amazing... yes, I'd love some help. I've never received any response from them whatsoever concerning this withdrawal and when I've made inquiries no one has ever given me a reason as to why I haven't received this payout, I just have no idea... did my KYC not make it to them or something. Frustrating! My user name there is also larushaudio

Hello LARushAudio,

Thanks for sharing your credentials with us. We are going to notify Casino Representative in order to help you with this issue. Keep an eye on this thread.

Hello RaymondPays,

We have looked into your case. Since there is no real play in your account, your withdrawal can take up to 18 business days from the day your account has been fully verified with all the relevant verification documents. So far, we do not see how this goes against our T&Cs and you should expect to see your withdrawal processed and finished over this weekend.

Thank you for your understanding and patience,

True Fortune

Yes money came yesterday , sorry for disturbing , thanks for your help Berk and VipSupport
great news ! :3
 

Hello Raymondpays,

We are happy to hear that you received your money! Enjoy your winnings! 

Hello LARushAudio,

We still haven't got any update regarding this matter. We will send them a reminder email in hopes that we can get a quick response. Keep you posted.

Hello LARushAudio,

Please do note that our support team did reach out and has sent you an email in December with no reply, explaining the current situation to you.

According to our T&Cs, our minimum withdrawal amount is set to $100, while any no wager bonuses that have been claimed on top of your winning deposit serve as leverage to win and are to be deducted from the initial withdrawal amount.

Therefore, since you did claim a no wager bonus, after the deduction there would not be enough funds to pay.

You are always welcome to reverse your withdrawal in order to try to win more and we will gladly pay it.

Thank you for your understanding and cooperation.

True Fortune Team

Hello LARushAudio,

As Casino Rep clarified this case we will mark this case as Resolved.

hi , withdrawal in TrueFortune is pending month in a row (verified month ago), what are the processing times? and when it will be processed ?
thanks

Hello

Please send us your casino username via private message. 

ty , just sent my username to Berks

Hi SamuelStakes,

Thanks for sharing your credentials with us. We will ping Casino Rep and once we get a response we will inform you instantly. 

Keep an eye on this thread.

Hello Samuel,

It seems like your withdrawal is to be paid until Thursday at the latest.

Please feel welcome to ask these questions via our support box and your personal account manager will be more than glad to answer all of them.

Thank you for your cooperation.

True Fortune Support

I am waiting on a $100 withdrawal after meeting the freechip rollover.  Now I'm worried I won't be paid.

Hello baus'n'sauce,

Could you please send us your Casino username via private message and we will try to reach out to Casino Rep in order to help you?

Sent thank you.

Hello baus'n'sauce,

Thanks for sharing your credentials with us.

Can you tell us please have you made any withdrawal with this Casino in the past ?

Did you send all the required documents for verification?

Following their T&C withdrawal timeframe is 15-18 working days, so unfortunately as long as you're in that range, we can't complain.

"5.2. Customers can submit their withdrawal request at anytime. The approval time may take fifteen - eighteen (15 - 18) working days starting the date authorization process was completed successfully. Processing a pending withdrawal requires authorization from the Fraud department as well."

Hope this will help. Thank you for your cooperation.

Thank you for taking a look for me.  This is my first withdrawal and all required verification documents have been submitted and accepted.  Support has confirmed that my account is fully verified for payouts.  I guess I will just have to wait and see what happens.

Hi baus'n'sauce,

That's great, now you need to be patient to go through the timeframe until you get paid. Please let us know when it's happened.

Thank you.

Hello , money came today as promised , thank you very much Berks and VipSupport ! 

Hi SamuelStakes,

We are happy to hear such a great news! Congrats! 

Enjoy your winnings! 

Hello,

I need your help please, I've exhausted every means of communicating with True Fortune Support and have gotten nowhere. At this point they are stealing from me, there is no other way to describe it. 

Here is the situation:  I submitted a withdrawal request for $200 on Feb 5th, after a month of being in process it was denied.  However, I followed all of their instructions.  First, I was able to take my initial no deposit sign-up bonus all the way thru the playthrough  to the max withdrawal amount of $100.  Before attempting to withdrawal I spoke with customer service via chat and they informed me that I would need to make a "verification deposit" to be eligible to withdraw my $100, as this is pretty standard I said okay and subsequently made the $25 deposit via LTC taking no bonuses or free spins etc.  While attempting to playthrough my deposit 1x I got lucky and pushed the $25 to $100. So now I have $200 in total, and this is when I submitted the above mentioned withdrawal request on February 5th, which as I said, after making me wait more than an entire month on March 6th they denied the entire request (and yes, all of my KYC documents were already approved prior to all of this).

I've tried to talk with them and explain my side but they respond as if I'm not speaking at all or as if they were a chat bot.  At this point, if they want to deny the initial $100 withdrawal using some trumped up reasons they fabricate on the spot, despite the fact that I spoke with customer service in advance and followed their instructions to the letter, that's fine, I can live with and let that go.  But I then made a DEPOSIT of my own hard earned money and was able to turn that deposit into $100 and they are trying to deny me that withdrawal as well!  And this I will not stand for!  If they won't pay me out for winnings made from a legitimate deposit, then that means they will never pay out on anything ever and that is not right. 

Please help me.                                Thank you,

Eric MacQuarrie                   EM****** er*********@gmail.com 

Hello EMacAttacks,

Thanks for sharing your concerns and account details with us. We will reach out to Casino Rep to inquire about this issue in order to help you.

Keep an eye on this thread.

Thank you.

I appreciate the help and the prompt response.  I will keep my eyes open for further updates and truly anything that you can make happen is a massive bonus.

Hello EMacAttacks,

We still haven't got any response from Casino Rep. We will send them a reminder email in hopes that we can speed up this process.

Keep you posted.

Thank you.

Hello EMacAttacks,

Casino Rep got back to us and here is what he said:

"Yes. According to our rules and T&Cs, from the day a player opens a new account, they are eligible to cash out from free chips for a period of 30 days, in which free chips are given out almost on a daily basis.

Since the player created his account in November 2022 and has received countless free chips since then, with no real play, he has passed the timeframe in which he can cash out from them.

Once the player activates his account with the minimal real play required, he will be eligible again to withdraw any funds from free play for 30 days.''

Hope this will help. We will mark this case as Resolved.

No this does not help as it is incorrect.  I created my account on December 27th using a no deposit bonus which I was able to get up $139 after completing the playthrough(screen shot of email showing the balance in my account is attachment #1). I got my ID documentation approved on Jan 23rd.  I then chatted with customer support and was told that I needed to make a minimum of a $25 "verification deposit" to be eligible to withdraw $100 from my initial bonus.  So I deposited $26.11 in bitcoin on 2/4 at 00:49am(attachment #2 showing the deposit, attachment #3 is the verification email showing the deposit and the new balance of $165).  I then went on to playthrough my deposit 1x during which I made an additional $100. I then submitted the withdrawal request on 2/4 at 01:14am which completed my original freeplay, and this is clearly after I made the deposit (attachment #4 shows the completion of the freeplay as of 01:14am on 2/4).  Any other free play I collected was done so AFTER my deposit and AFTER my withdrawal request was submitted and has no bearing on this transaction and is irrelevant to the business at hand.  They are either not actually looking at my account history or they are outright lying and obfuscating the transactions, but I have provided as much evidentiary support as anyone could reasonably be expected to do so proving what I am saying as true and factually correct.  So please dont let this go.  Thank you for your time.

Hello EMacAttacks,

We'll contact the casino representative once again and refer to your latest post. Once we get a response we'll update you on this thread.

Hello EMacAttacks,

Did you make a deposit via LTC or BTC? Because in your first post, you wrote ltc and in the second btc?

Hello EMacAttacks,

We will try to simplify this as much as possible in order to find a solution.

The first issue encountered is that in your account you were ineligible to cash out from any free play to begin with, since new players who have not made a deposit for real play are eligible to cash out from free play only during their first 30 days.

Since the account was opened in December and the cashout took place in February, it is considered invalid.

Then, you deposited on top of an existing balance from free play and cashed out $200 and you are now asking to cash out the difference that won after your deposit. We have absolutely no problem with that.

Before your deposit, you had $139 existing balance from free play, meaning that if we cancel your withdrawal of $200 and deducted the free play before making a deposit for real play, you would now be with a balance of $61 (please note that our minimum withdrawal amount is set to $100).

We can credit $61 back to your account in order for you to try to win $100+, or we can simply refund your deposit.

Please let your account manager know of your choice, and we will respect it.

Thank you for your understanding and patience,

TrueFortune

That's fine, at this juncture after going back and forth for over a month and half I'll take the $61 credit back to my account. Lets make that happen asap please, so we can put this behind us. 

Actually WAIT... will there be a max cash out limit on that $61 or am I able to, in theory, turn it into $200 or $2,000 etc and cash it out?  And if I am so fortunate, will I then have to wait the 5 to 18 BUSINESS DAYS for the withdrawal to be processed?

NO the more I think about it the more I feel like the only recourse I have that makes any sense is to just have my deposit refunded to me.  So please REFUND my .0011124 BTC.  

Hello EMacAttacks,

We'll inform the casino rep about your decision to get a refund. Please update us when you receive it so we can mark this complaint as resolved. 

Hello EMacAttacks,

The casino representative informed us that your refund will be completed today. Once sorted out please let us know so we can mark this complaint as resolved. 

hello , please tell me when the withdrawal in TrueFortune will be processed ? ,
thank you

Hello GeorgeGross,

According to their T&C : 

"5.2. Customers can submit their withdrawal request at anytime. The approval time may take fifteen - eighteen (15 - 18) working days starting the date authorization process was completed successfully. Processing a pending withdrawal requires authorization from the Fraud department as well."

"5.5. For a withdrawal to be approved, the player will be asked to submit certain documentation and information in order to verify the account. Failure to comply or failure to submit said documents and information 30 days from the time the withdrawal was requested, will result in the withdrawal being cancelled. It is the responsibility of the individual player to send the required documentation. Withdrawal approval depends on all conditions outlined and the verification of all required documents."

May we know when did you make a withdrawal request?

Thank you.

withdrawal request from 27-02-23 , docs sended  11-02-23

Hello GeorgeGross,

We will wait until tomorrow when the deadline stated in the T&C expires, so we will contact them to speed up the process.

Thanks in advance.

Hello GeorgeGross,

Could you please send us your Casino username via private message so we can reach out to Casino Rep in order to help you?

Thank you.