The player from Chile had sought assistance with a withdrawal issue after Fortunazo froze his winnings of $2,120,998 CLP, citing "suspicious activity" without evidence. Despite submitting all requested identity verification documents twice and complying with platform rules, his account remained blocked, and support had been unresponsive for 14 days. It was revealed that the player had used a joint bank account not solely in his name, which violated the casino's policy and international anti-money-laundering regulations. The complaint was marked as resolved following the player's decision to close the complaint.
Fortunazo Casino - Player's winnings are confiscated and account is under scrutiny.
Resolved
Our verdict
Case closed
Amount: $2,120,998 CLP
Fortunazo Casino
Safety Index 5.8 Below averageCase summary
Discussion
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2 weeks ago
Translation
Hello, I am filing this complaint against Fortunazo because they have frozen my winnings of $2,120,998 CLP. Online support vaguely accused me of "suspicious activity" without providing any evidence. I have submitted all my documentation for identity verification (KYC) on two separate occasions. The official support email ( support@fortunazo.cl CasinoGuru has completely ignored me for 14 consecutive days. I strictly comply with all platform rules: I have a single account and always access it from my own mobile phone. I request CasinoGuru's intervention to have the operator verify my profile and release my legitimate funds.
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2 weeks ago
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.
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2 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fortunazo Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was restricted?
- Have you passed account verification? Which documents were you asked to provide during the verification process?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Which bonus have you activated and played?
- Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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2 weeks ago
TranslationGood day Tomás, I'll answer your questions:
1. I entered the casino on 09-06-2026.
2. No, that's precisely the issue they've indicated is "in process" since June 12, 2026. They requested a copy of both sides of my ID card, a bank statement showing transactions between May 12, 2026, and June 12, 2026, a selfie holding my ID card, and a sheet of paper with my name, RUT (Chilean tax ID number), and the phrase "Para Fortunazo" (For Fortunazo). All of this was sent as requested.
3. I only played sports betting.
4. I activated the 80% "third deposit" bonus after depositing 150,000 CLP. The bonus had a 7x rollover requirement, which was clearly met by their conditions: odds of 1.80 or higher for accumulator events and odds of 2.0 for single events.
Thank you again, and I will send the requested screenshots to the email address provided.
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2 weeks ago
TranslationGood afternoon, I've attached screenshots as evidence that the account is verified. However, when I try to withdraw funds, it says "account blocked" and support isn't working. Sincerely,
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2 weeks ago
TranslationIt's worrying and a sign of fraud that while deposits and betting are fully operational, withdrawals are not possible due to "lack of advanced verification." I've been waiting since June 12, 2026, for them to process this, even though I submitted everything requested on time and correctly. Images are attached.
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2 weeks ago
TranslationAs proof of the above, yesterday I placed 4 bets (2 wins and 2 losses) just to have evidence of the case. As a result, my balance increased from CLP$2,120,998 to CLP$2,234,998. I have attached images of the bets and my new balance.
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1 week ago
TranslationI was instructed in the forum thread to indicate that Fortunazo sent me a verification email from support@parimatch.cl This is outrageous and confusing. My documents were sent to both addresses: my bank statement showing transactions from May 12, 2026 to June 12, 2026, a photo of both sides of my ID card, and a selfie holding my ID card and a blank sheet of paper that said "for Fortunazo" and was dated June 12, 2026. I've attached screenshots requested for the KYC verification process for my Fortunazo account, sent from Parimatch on June 13, 2026. It's crystal clear they're working together.
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1 week ago
TranslationDear Sir/Madam, good afternoon. The following has occurred: when I pressed the withdrawal button, it took me to a new page indicating: "Withdrawal is not currently available. Please try again or contact support." In less than 20 minutes, I tried again and it again gave me the following message: "Your account is blocked." Please contact support for assistance.
This irregular situation, combined with all the previously mentioned issues, truly warrants a serious investigation. Their support is useless; they only send automated messages using bots.
I request that you resolve my issue and allow me to withdraw the money I legally obtained from bets. Screenshots are attached.
Thank you so much.
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1 week ago
Thanks for your updates.
Do I understand correctly that you used a payment method that doesn't belong to you when you deposited in the casino? Does the bank account belong to your father, but not you?
Please let me know.
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1 week ago
TranslationOf course, Tomás, because we both use that account. I have the Banco Falabella app linked to my fingerprint, which proves my access and is validated with all the documentation sent to the casino: a simple power of attorney in my father's handwriting, a copy of both sides of his ID card, and a selfie of him holding his ID card, plus the power of attorney letter clearly stating that he is fully aware of all account transactions and that, moreover, it belongs to both of us. I used it precisely because the payment gateway was having problems processing my Scotiabank Chile debit card, a personal account. However, the casino successfully debited the deposits through their payment gateway, Monnet Payments, which they use in Chile, with my Banco Falabella account. So what's the problem with validating my account in 28 days? That's misappropriation, which is to say, a crime defined in the Chilean Civil and Criminal Code. In simple terms, it's fraud, both of the money collected and of the winnings from successful sports bets.
I'll be waiting for your reply, and thank you very much.
Yes, if I need to attach more evidence, they've asked me to, since we have everything ready to initiate criminal proceedings against the payment gateway and Fortunazo.cl. If they release the withheld funds today, Monday, July 6th, my father and I will refrain from filing the lawsuit. Patience has its limits, and I was ignored for 28 days without a satisfactory response.
Sincerely
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1 week ago
TranslationIt's past midday, and there's still no solution.
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1 week ago
TranslationDid the counter reset? Seven more days? And the casino isn't responding? I've been dealing with delays and misappropriation of my funds for 28 days.
I'll be waiting.
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2 days ago
Thanks for your patience.
I went over the information you provided via email.
Contrary to your bank statement from Scotiabank Chile, which is in your name, there is no name on the bank statement from Banco Falabella.
If the contract is not in your name, we are powerless to ask the casino to verify your account or argue that you haven't breached the rules of the casino, regardless of your accessing the bank account using your fingerprint or any power of attorney.
From our fair gambling codex: https://casino.guru/guide/fair-gambling-codex-for-players
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations. If you plan to use a bank account of which you share ownership with someone else (i.e. a joint account), you should always check if this is allowed with the casino before you do so.
Please let me know if you are listed as the beneficiary of the account in the contract with your bank, and let me know if you would be able to supply such evidence if requested.
Thanks in advance for your reply and understanding.
My email is tomas@casino.guru
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2 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Vicverg14,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Tomas
