I am extremely disappointed in the broken promises regarding my withdrawal still not processed and now my email inquiries being completely ignored. I submitted my withdrawal request 1/1 and still waiting. Been told numerous times by "Sam" it was going to be processed the same day or next day multiple times over the past 3 weeks.

Dear bradyb, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Veronika

Hello Veronica.

This is my first withdrawal from this casino. I have passed the KYC verification process. My winnings were accumulated with a deposit match bonus. All wagering requirements have been met and have abided by all terms and conditions. The casino has completely stopped communicating with me. It seems as though it has turned into a ghost casino.

Please forward to me the communication between you and the casino regarding the delay in the processing of your payment to [email protected]. Thank you for your patience and cooperation.

There hasn’t been any communication…they have not responded to any of my emails or chat messages…completely turned into a ghost casino

Thank you very much, bradyb, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear bradyb,

I’ve just gone over your case and I’m sorry to hear about the difficulties you’re experiencing with withdrawal. I’ll reach out to the casino to see how we can assist you further.

Dear Reel Fortune Casino,

I’d like to invite you to join this discussion and help resolve the player’s complaint. Could you please provide more details regarding this case? Specifically, what is the current status of the player’s withdrawal request, and when can they expect it to be processed on your end?

I look forward to your response. If you have any supporting documents, please feel free to send them to my email at [email protected].

Best regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

37 days since I submitted my withdrawal request and they have not responded to my emails or chat messages…turned into a ghost casino

Dear bradyb,

I have contacted the casino representative but there has been no response from them. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia