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€!

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.

 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