Bitfortune Casino - Player's account has been closed without explanation.

I registered at BetFortune around August 19–20, 2026, and made a deposit of approximately $60–70. I do not remember the exact amount.

I claimed the welcome bonus and started playing regular slot games. I followed the bonus terms, did not exceed the maximum allowed bet, and successfully completed the wagering requirement.

After completing the wagering requirement, my balance was $1,086, and I tried to withdraw this amount. However, the withdrawal option was blocked and I received a message stating that withdrawals were not allowed.

I contacted live chat and asked why I was unable to withdraw. I was told that my account had been flagged by their system and was under review.

My account remained under review for approximately three or four days. Afterwards, I received the following message from the casino:

"Following a detailed review of your account activity, we are writing to inform you that your account has been suspended due to a breach of our Terms and Conditions, specifically our Anti-Fraud Policy. Consequently, your account access has been restricted and all pending withdrawal requests have been cancelled."

My account was then completely blocked, and I can no longer log in.

The casino has not explained what exactly I supposedly did wrong. They have not identified any specific action, transaction, bet, or rule that I violated. They only referred generally to their "Anti-Fraud Policy".

I would also like to emphasize the following:

This was my first and only BetFortune account.

This was my first deposit at the casino.

I claimed the standard welcome bonus.

I played regular slot games only.

I completed the bonus wagering requirement.

I never exceeded the maximum bet limit applicable to the bonus.

I did not create or use any additional accounts.

BetFortune never requested KYC verification or any documents from me before suspending the account.

I was never given an opportunity to verify my identity or clarify any concerns the casino may have had.

I believe that permanently blocking my account and confiscating my $1,086 balance without explaining the specific alleged violation is unfair.

I am fully willing to provide any documents necessary to verify my identity and account ownership, and I am ready to cooperate with any reasonable verification process.

I therefore ask BetFortune to provide clear evidence of the specific rule or provision that I allegedly violated. If they cannot demonstrate a legitimate breach of their Terms and Conditions, I request that my $1,086 balance be restored and paid to me.

I can also provide screenshots of my conversations with BetFortune support and the notification informing me that my account had been suspended.

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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.

• Which payment method did you use to deposit funds into this casino?
• Could you please describe your gameplay in more detail? Which slot games did you play with your welcome bonus? Did you switch between different games while the bonus was active? What bet amounts did you place during the bonus period?

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

1) I have deposited via crypto

2) I have played slots mostly pragmatic and mostly Knight Hot spotz, yes i swtiched between games but 90% of the time i played Knight Hot spotz and probably so PG soft games. My bet mostly was 5 usd and never exceeded it.

Dear Gagawa13

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Gagawa13,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Bitfortune Casino to join this conversation and assist in addressing the complaint.

Dear Bitfortune Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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.