Fortunica Casino - Player's account has been closed with funds missing.

I wanted to withdraw my winnings and close my account after.

I had £2k. I had a customer chat with the support team- they advised me to submit all verification documents a d clise the account after the withdrawal was complete. That was my intention. Documents were uploaded a d customer support were informed. I just tried to login it says my balance is £0! And when I try to contact customer support it tells me that my ‘player tome. Has expired’ this is making me very ill and depressed. I have health issues, I need to withdrw the money amd I don’t understand the problem. Please help.

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Fortunica Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino, please?
• What is the reason you want to close your account, please?
• Have you accumulated your winnings with the help of bonus?
• Have you had any successful withdrawals with this casino?

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

Best regards,

Katarina

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Thank you for your patience, and stay safe.

Hello,

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,
Katarina
Casino.Guru