Fortune Play Casino - Player's withdrawal has been confiscated.

Hi,

This is a scam website (as all websites of Dama NV )! Even if you win at them, you don’t get anything!!

I took their freebet initially with no max win (see screenshot terms which I am sending attached) and made an amount of winnings from some bets! Deposited then and requested a withdrawal, because you can’t withdraw if you haven’t made a deposit at this. Nor the withdrawal was made, neither the balance was returned back to my account: what’s more, it got deducted initially to 58,49€, than to 16,71€, allegedly with the excuse that the sum had exceeded the maximum winnings! (In their freebet’s terms didn’t say that!) Even support didn’t decide what was the right deducted amount!! Lol What a fraudsters!

I demand my withdrawal of 84,49€!

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 Dear mk73,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand it correctly, that you have accumulated your winnings from Sign-up Free Spins? I have checked bonus policy, and this is what I found: 

1.8. The maximum withdrawal limit from a no-deposit bonus, including no-deposit free spins, is €50 (50 EUR, 50 USD, 75 CAD, 75 AUD, 75 NZD, 500 NOK, 1000 ZAR, 0.00120000 BTC, 0.030000000 ETH, 0.90000000 LTC, 0.25000000 BCH, 750.00000000 DOG, 50.00000000 USDT, 125.000000 XRP, 0.20000000 BNB, 200.000000 ADA, 700.000000 TRX). This maximum win restriction persists even after the completion of the wagering requirement. The maximum you will ever be able to withdraw from funds associated with a no-deposit bonus is €50. Exceptions can be made for loyal players, and in such cases, the maximum win amount may be increased. To request a withdrawal, you must fully verify your account and make a minimum deposit.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

• Do I understand correctly, that your initial win was 84,49€?
• Has this sum been reduced to 16,71€?
• Could you please provide the total amount you have deposited into the casino?

If there is any additional information that would support your case, please do not hesitate to contact us.  

Best regards, 

Katarina

OK, well then!! But I haven’t got on my account neither that!! So, according to this rule, I should have 58, 49€ ( 50€ from winnings + 8,49€ my deposit)! I have only 1€ on my account…!!!! All the sum is deducted!

And by the way, there were not freespins but a freebet of 10€ with no maximum wins (I sent you the freebet T&Cs).. So, not Sign up freespins!

Well, any update, Katarina?

Dear mk73,

thank you for your reply and patience.

Do you have an access to your game history, please? Could you please forward it to me?

Additionally, could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

No, Katarina. I only received this email stating that with my freebet I had exceeded the maximum winnings, thus my winnings had to be deducted (with no relevant documentation of their T&Cs!) The T&Cs which I sent you as a screenshot, didn’t state that!

Nevertheless, from my total winnings of 84,49€, I made a withdrawal, which support said it would be processed soon after 2 days, but got rejected later! My intial deducted sum was 58,49€ then 17, 91€ according to another customer support!

These guys from Dama NV are hilarious!!!

Even when you win, you are not getting your winnings!!!

So, Katarina any update from the casino?

Hello Katarina,

Since I received no feedback, I am assuming that you are unable to help me!

Dear mk73,

Thank you for the additional information and for your patience throughout the complaint process.

Please note that since your bonus appears to be sports-related, we are concerned that this may present a conflict of interest in providing our mediation services. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards,

Katarina