Hello Fortune Casino - La richiesta di prelievo del giocatore è in ritardo a causa di un problema con il deposito.

Made a deposit of 20 euros, on 26/2 2026 played and wagered the money, won and made a withdrawal of 609 euros. The withdrawal was supposed to take a maximum of 21 days, I have now waited for 2 months, according to chat support I have not made a deposit, although I have shown proof of it, I have sent a screenshot of the deposit, the name on the receipt is Lemon Quissy, and the support writes that it is not their casino, I try to make a new deposit, to see the name, and Lemon Quissy came up, I canceled the deposit, and I announce this in the chat, then they only refer to the canceled deposit and say that it is the only deposit that is visible, but they see that I have a pending withdrawal. Every time I chat I get exactly the same answer, and that they notify the finance department that my withdrawal should be prioritized. Last day 2/5 I chatted and still get the same answer, and now they say I didn't send a screenshot, so I sent it again today, but then the chat was broken. I have chatted several times during these 2 months and it doesn't feel like it's people who answer, rather AI, I have also asked to get the deposit back, but it's not possible because I didn't make a deposit, according to the chat support. I believe this is fraud and I have been cheated out of my money.

Gjorde insättning 20 euro,den 26/2 2026 spelade och omsatte pengarna, vann och gjorde ett uttag på 609 euro. Uttaget skulle ta max 21 dagar, jag har nu väntat i 2 månader, enligt chatt support har jag inte gjort någon insättning, fast jag visat bevis på det, jag har skickat skärmdump på insättningen, namnet på kvittot är Lemon Quissy, och supporten skriver att det är inte deras casino, jag testar att göra en ny insättning, för att se namnet, och det kom upp Lemon Quissy, jag avbröt insättningen, och meddelar detta i chatten, då hänvisar dom bara till den avbrutna insättningen och säger att det är den enda insättning som syns, men dom ser att jag har ett pågående uttag. Varje gång jag chattar får jag exakt samma svar, och att dom meddelar ekonomiavdelningen att mitt uttag ska prioriteras. Senast idag 2/5 chattade jag och får fortfarande samma svar, och nu säger dom att jag inte skickat in skärmdump, så jag skickade idag igen, men då bröts chatten. Jag har chattat flertalet gånger under dessa 2 månader och det känns inte som det är människor som svarar, snarare AI, jag har även bett om att få insättningen tillbaka, men det går inte eftersom jag inte gjort någon insättning, enligt chatt supporten. Jag anser att detta är bedrägeri och jag har blivit lurad på mina pengar.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Am I correct in understanding that your deposit from 26 February was credited to your casino account without any issues, and that you used it to play and win?
• Can you see this deposit recorded in your casino account’s transaction history?
• How many deposits have you made in this casino so far?
• Please forward all communication between you and the casino’s customer support regarding the issue with your deposit to [email protected].

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika