Fortune Lounge Casino - Player's account is closed after withdrawal issue.

I made a withdrawal on the 11th of September and they told me that my withdrawal was verified and I will receive my money asap, now they have disabled my login, and still have not received my money, told them that I have taken photos of our live chat texts and that's when they disabled my login but I have a screenshot of the text stating that they said it was verified

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slottie.club Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that your account was blocked? Have you learned a reason why your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Is there any other communication you saved that directly relates to your account status and the status of your payout? 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

Thanks for your reply.

Has the casino provided explanation for why your account was disabled since your last post?

Please let me know.

Dear ainsleycs8216,

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.

Hi

Hi

I haven't been able to contact them since they disabled my account and I still have not received my withdrawal

And I can't get access to there sites either

I won the money playing slots and with no bonus add ,and I don't have any other communications to show other than the ones I have already sent sorry I appreciate that you are still trying to help me

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello ainsleycs8216,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I regret to inform you that our ability to assist you will be quite limited. We have received multiple complaints in the past from Australian players regarding several questionable casinos operating without an official license and with a low safety index rating. These casinos often employ strategies to avoid paying out winnings—such as issuing fake payment confirmations, accusing players of rule violations without providing solid evidence, or operating at the very edge of fair play. On top of this, their customer support has proven unhelpful. Unfortunately, the likelihood of reaching a resolution regarding your case with the casino appears to be quite low. Nevertheless, I will make an effort to contact the casino and see if there is any way I can assist you.

We would also like to invite Slottie.club Casino to join the conversation.

Dear Slottie.club Casino,

Could you please clarify why the player’s withdrawal has not yet been processed and why they are unable to access their account?

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.

Dear ainsleycs8216,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their 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 that 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,

Michal

Casino Guru