The player from Germany successfully deposited and played at the casino, winning real money and requesting withdrawals of €4000 and €1000. However, he is now unable to log into his account, which has been deactivated, and the service team informs him that the payout is being handled manually.
Fortune Play Casino - Player's account is closed and withdrawals are delayed.
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Waiting for Casino Guru to reply
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Fortune Play Casino
Safety Index:HighCase summary
Discussion
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1 week 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.
Automatic translation:
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1 week 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 week 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
