The player from Germany had successfully deposited and played at the casino, winning real money and requesting withdrawals of €4000 and €1000. However, he was then unable to log into his account, which had been deactivated, and the service team informed him that the payout was being handled manually. The casino cited a violation of their maximum bet rule during bonus play as the reason for confiscating bonus winnings, leaving only the deposit amount in the account balance. Despite requests, the player did not provide game history or further documentation needed for verification. Consequently, the complaint was closed due to the player's lack of response, with no further action taken at that time.
Fortune Play Casino - Player's account is closed and withdrawals are delayed.
Closed
Our verdict
Player stopped responding
Amount: €6,000
Fortune Play Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
Hello, I registered, deposited money via my bank account, and played... then I won... first it was bonus money... I met the requirements and had real money to withdraw... I requested withdrawals of €4000 and €1000... it said the transfer was successfully transmitted to the team... I still have €1000 of real money to play with in my account...
I played this morning without any problems... I tried to log in just now and was logged out and couldn't log in... account deactivated... the service team wrote to me that the department decided to close it, the payout is being handled manually... I'll hear more via email.
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1 month 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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1 month ago
Dear BIMBES,
I truly understand how frustrating this situation must be for you. However, we must be clear — in this case, we cannot hold the casino accountable for their decision to close your account.
Casinos reserve the right to restrict or terminate accounts at their discretion, especially if there are concerns about irregular play or other suspicious activities — and in some cases, even without providing a specific reason.
As per our company policy, unless there is an active real money balance being withheld, we are not in a position to take further action.
Have you received your withdrawals of €4000?
Could you please advise whether the casino provided a method to withdraw your remaining funds?
Thank you in advance for your reply.
Best regards,
Attila
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1 month ago
TranslationHello,
No... I haven't received the €4000 payout... nor the €1000 payout... and not my €1000 real money balance either...
The email from Fortune Play customer service was:
Dear Player, The relevant department has not yet resolved your issue, and we apologize for any inconvenience. It should be resolved soon, so please bear with us until we have an update. We greatly appreciate your patience! If you have any questions or concerns, please do not hesitate to contact us via email or chat. Sincerely, FortunePlay Casino Support
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1 month ago
TranslationHello
Today, in response to an inquiry about the status and how much longer it will take, Fortune Play gave this answer:
Dear Player, we would like to inform you that during the review of your withdrawal request, we discovered that you exceeded the maximum wagering limit while playing with an active bonus. Unfortunately, this is a violation of our bonus terms and conditions, which are stated on our website. Due to this violation, we have had to confiscate your bonus winnings and leave the deposit amount in your account balance. We appreciate your understanding, and while we wish to meet you halfway, we are committed to fair play and adhering to the established rules. Should you have any questions or concerns, please do not hesitate to contact us via email or chat. Best regards, Fortuneplay Casino Support
This can't be happening...
I played normally after making my deposit... gradually increased my stake and that's when I won the larger sum...
Now they come in this way
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4 weeks ago
Dear BIMBES,
Thank you for your reply. I checked the bonus T&Cs and I found this:
2.2. The maximum bet while wagering is 5 EUR, 5 USD, 7.5 CAD, 7.5 AUD, 7.5 NZD, 50 NOK, 100 ZAR, or the equivalent in other currencies, unless otherwise specified. For cryptocurrency bets, the maximum bet is determined by the crypto equivalent of 5 EUR at the time the bet is placed, based on the exchange rate provided by Coinbase Converter. Players are advised to check the exchange rate at the time of betting for accuracy. The maximum bet limit applies to all wagers, including those placed after doubling a bet following a completed game round or during bonus rounds purchased within a game. Violating this rule will result in the forfeiture of all winnings derived from the bonus.
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is attila.g@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Attila
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3 weeks ago
Dear BIMBES,
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.
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3 weeks ago
TranslationUnfortunately, I cannot send you any history or other information from the game provider because my account has been blocked and I can no longer log in...
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2 weeks ago
Dear BIMBES, Thank you for your response. Have you considered reaching out to the casino via email to request your game history? I recommend asking for the complete game history in Excel format, which should encompass the entire relevant period—from the activation of the bonus to the confiscation of the winnings. Please understand that without supporting documentation, it would be challenging for us to accurately assess your situation.
Thank you for your understanding.
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1 week ago
Dear BIMBES,
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.
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9 hours ago
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,
Attila
Casino.Guru
