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Complaint Summary – HelloFortune32

Name: George Birney

Summary

I am submitting this complaint regarding an outstanding withdrawal of £900, which has remained in "In Progress" status since 8 June 2026.

Despite complying with all verification and wagering requirements, and despite repeated attempts to obtain meaningful updates, I have received only generic template responses.

Timeline

Prior to 8 June 2026

- Opened an account with HelloFortune32.

- Deposited a total of approximately £80.

- Accepted the welcome bonus.

- Completed all applicable wagering requirements.

- Successfully completed identity verification.

8 June 2026

- Submitted a withdrawal request for £900.

June 2026

- Contacted customer support requesting an update.

- Was informed withdrawals may take 7 to 21 business days due to security reviews.

30 June 2026

- Sent a detailed email requesting:

- Confirmation that verification was complete.

- Confirmation that no further documents were required.

- The current status of the withdrawal.

- An estimated completion date.

- Received only a generic response stating the withdrawal was under review.

Following Weeks

- Submitted further enquiries.

- Received the same generic template responses.

- None of my specific questions were answered.

Current Position

- Withdrawal status remains "In Progress."

- No request has been made for additional documentation.

- No explanation has been provided for the delay.

- No payment date has been given.

- Support continues to send generic responses that do not address my case.

My Concerns

- The operator has exceeded its own stated processing timeframe.

- My legitimate questions have not been answered.

- I have complied with every requirement placed upon me.

- The continued use of template responses prevents me from understanding whether there is any genuine issue with my withdrawal.

Resolution Requested

I respectfully request:

1. Immediate processing of my £900 withdrawal; or

2. A detailed written explanation setting out:

- Why my withdrawal has not been processed.

- Whether any further checks are outstanding.

- A realistic date for payment.

Supporting Evidence Available

- Deposit history.

- Withdrawal confirmation.

- Screenshots showing withdrawal status.

- Identity verification confirmation.

- Copies of all correspondence with customer support.

- Copies of all generic responses received.

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Dear GeorgeB1982,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand the problem, please provide the following details.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

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

Best regards,

Jean