Fortuna Casino SK - Player’s withdrawals are being delayed.

My account is verified, everything is fine. I had 1370€ loaded. I requested a withdrawal of 600 to the card through which I also made a deposit. It said everything went well, your money will be in the account in a moment. After a few minutes, the money jumped back into my credit without me being informed in any way. So I contacted support, where after a while they replied that the problem would be in my bank, that I should check the limit settings, so I requested a withdrawal of 200 and 200 again, everything was fine, and after a few minutes they appeared again while I was playing back into the credit. I checked the banking in the bank, everything was ok, so I requested a third withdrawal of 420€, finally, I don't know when the money was returned back to my credit, which I didn't even notice because I was playing high bets. Only when a zero appeared did I go to check what was wrong with the withdrawal and there it was rejected for all withdrawals. What kind of way is this?!

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Dear muro2231,

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

• Could you please advise which games you focused on—slots, live casino, sports betting, etc.?
• Have you made any successful withdrawals before?
• Could you please let me know which verification documents you have submitted and when?

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

Best regards,

Petra

Hello, I played slot machines. Yes, in the past I have made a successful withdrawal at a hundred casinos, but I don't know when it was last time because I don't play often at Fortuna Casino. Of course, I submitted all the documents they requested during verification, it was definitely an ID card and also verification of a bank account, because without these documents I would not be allowed to play, so I submitted them immediately during registration.

Dear muro2231,

Thank you for your reply and for providing the previous details. I appreciate your cooperation.

I would like to ask a few additional questions to help us better understand the situation:

• Could you provide communication with your bank after receiving the information from support?
• Were your winnings accumulated with or without an active bonus?
• Could you please clarify the exact date when you requested the withdrawal?
• Additionally, could you update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you again for your cooperation.

Yes, I communicated with the bank and there was no problem with them. I deposited the money without any bonus. My withdrawal request was first accepted and while I was playing they returned the money back to my credit without me knowing about it and since I was playing high stakes I didn't even notice that the money was returned and when I finished playing and my account was 0 I looked at the status of the request and it said that it was rejected and the money wasn't there.

Dear muro2231,

Thank you for your reply and for providing the previous details.

To better understand your situation, could you please clarify the following:

• Approximately when did you make your last successful withdrawal, and how long did it take to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Have you received any specific error messages regarding the rejected withdrawals?

If you have had any further /communication with the casino/bank, please share it with us as well. This may include screenshots, emails, or chat records. You can either upload them directly to the complaint thread or send them to: petra.h@casino.guru.

Thank you again for your cooperation.

Dear muro2231,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru