Fortune Play Casino - Player’s winnings have been confiscated.

On August 27, 2025, I received a NZD $100 bonus from the casino, labeled as a "Welcome Back" cashback offer. I activated the bonus and began playing, eventually winning over NZD $350. However, after approximately 30 minutes of gameplay, my balance suddenly dropped to zero. When I checked the bonus history, I discovered that the cashback bonus had been canceled—without any prior notice or explanation.

I reached out to customer support, and they informed me that the bonus had been issued due to a technical error. As a result, both the bonus and my winnings were revoked. I found this deeply unfair and disheartening. I had invested my time and energy believing the bonus was legitimate, only to be left with nothing. Their response was simply "sorry," with no offer of compensation or resolution.

I strongly believe that I should be entitled to at least a portion of the winnings I earned while the bonus was active. At the very least, a fair gesture would be to honor part of the amount I won. I’m seeking a reasonable and just solution, as the current outcome feels like a complete disregard for my time and trust.

Hello,

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

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

• Have you received the offer via email or via other channels? Could you please share a screenshot or a link to the bonus offer and its rules?
• Was any deposit required to activate the bonus offer? How much did you deposit? Was the deposit played down?
• Could you please share with me your communication with the casino regarding the reason why the bonus was removed? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear vsam,

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,
Tomas
Casino.Guru