TrueFortune - Support and Complaints Thread

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.