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

I am filing a formal complaint against FortunePlay Casino for unjustly confiscating my balance of $21,361 USD.

Timeline and Details:

1. Verification: My account was fully verified (ID, Proof of Address, and Bank Statement) via Live Chat 5 days ago.

2. Withdrawal Request: 4 days ago, I requested a withdrawal of $2,000 from my total balance.

3. Balance Confiscation: After inquiring about the delay, customer support suddenly confiscated $21,361 USD (leaving only my initial deposit of $30.14 USD), alleging a "max bet limit violation during active bonus play".

4. Lack of Transparency: I requested full, timestamped bet logs and official proof showing the alleged violation. Instead of providing evidence, they sent a generic email requesting KYC verification documents that were already approved and on file.

5. Action Taken: I have re-submitted all my verification documents via email and demanded full transparency regarding my gameplay logs.

Demand:

I request FortunePlay Casino to either provide complete, timestamped bet logs proving the alleged bonus breach or immediately restore my confiscated balance of $21,361 USD and process my pending withdrawal.

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Dear Majid90,

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

Our position on breaches of the maximum bet 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 tomas@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well. If you already asked for these records from the casino and they refused to provide them to you, please send the relevant response from the casino to your request with me.

Thank you in advance for your reply.

Best regards,

Tomas

Dear Tomas,

Thank you for reviewing my case. 

I would like to clarify that I have not intentionally violated any Max Bet rules, and FortunePlay Casino confiscated my balance of $21,361 without providing any clear proof or itemized bet logs to back up their claim.

I have already requested full evidence and timestamped bet logs directly from FortunePlay Casino. They recently reached out to verify my identity, and I responded with all requested account verification details, formally demanding the exact bet records and calculations used for the confiscation.

I will forward all relevant communication, emails, and any bet logs provided by the casino directly to your email as soon as they respond to my request.

Thank you for your assistance in ensuring a fair resolution.

Best regards,

Majid

Thanks for your reply and the information provided.

Did the casino provide you with game history since your last post?

Is your player's profile in the casino filled out with accurate personal information?

Kindly let me know.

Dear Tomas,

Thank you for the update. Here are the answers to your questions:

1. No, the casino has NOT provided me with my game history or bet logs since my last post. They keep withholding this information.

2. Yes, my profile is completely filled out with my correct personal information. Additionally, the casino reached out yesterday via email requesting further ID verification regarding my date of birth. I have already replied to them with a clear, unedited photo of my official National ID and forwarded that full email exchange to you (tomas@casino.guru) for complete transparency.

I kindly request your intervention to compel the casino to provide the full betting logs so we can proceed with resolving this issue.

Best regards,

Majid

Thanks for your patience and the information provided.

I went over the records and found these bets that breached the maximum bet rule during your most recent bonus play:

Since your final winnings occurred after the breach of the casino's bonus terms, you gained an unfair advantage when you breached these rules. Consequently, we won't be able to assist you with recovering your winnings because we concluded the casino was justified in how they applied the maximum bet rules in this situation.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.