Fortune Play Casino - Player’s withdrawal request is delayed.

I played at the casino and won my money back from the fourth deposit bonus. I played the slot machines normally according to the rules. I won €471.6 and withdrew my money. Soon my account was disabled by the casino and I couldn't log in to my account. Now the casino has sent me a message three times asking me to send the requested documents. I have sent them twice but the casino continues to send the same request. It feels like the casino is trying to scam me. I will send you the requests and the documents I sent and tell me if I didn't understand something or is the casino just delaying the payout?

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did the casino send you the emails requesting that you submit your KYC documents in order to process your withdrawal request?
• Has the casino confirmed that they received the documents you submitted for verification?
• Has the casino specified whether your documents are currently being reviewed by the relevant department, or whether any additional documents or information are still required?
• Have you received any confirmation that any of the documents you submitted have already been approved?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika