Fortunica Casino - Player’s account has been closed with no explanation.

I have uploaded all my information to be verified and all 100% approved but still waiting to become verified. Spoke with online support everyday since last Friday and the same stupid message about being patient which I think I have been? withdrawals getting blocked all the time then wagers added to funds even though never opted into any bonuses? No response from support via email either. I have now just tried to login to my account to now find my account has now been blocked with no email to advise me why? I can no longer get the waste of time online support or access any of my account? So I’m guessing that my £312 has now vanished? More importantly than that they have all my documentation saved. I have emailed complaints department but guaranteed not to get a reply from them? Annoying thing is I was able to get a successful withdrawal for a smaller amount from them and my account wasn’t verified at this stage? Absolute scam I have all the screenshots from the last week to prove what a joke this casino is! Can I go to my bank and advise these payments now we’re all fraudulent?

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• When did you provide documents to the casino for verification purposes?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Good morning,

I was a player for probably about a month and have deposited and played a fair amount of money. I provided the documentation over last weekend and were verified by Monday then asked me for additional documentation even though it stated 100% complete? I also provided 2 other documents as proof and has been sat at 100% since with me chasing daily via online chats and constantly being told by the same 3 employees to be patient. I tried to login last night to check the if any progress had been made to find a message pop up and say account blocked contact customer support which I have emailed these numerous times throughout the week? No email to say why account blocked? This was real money and no bonus was ever signed into even though when I requested the original withdrawal last Friday of £312 this was declined with no reason then Monday I was advised I needed to wager £13.50 for some unknown reason? I did this or balance would have dropped to £260 again unsure why? I played the £13.50 as requested and then tried to withdraw the balance of £302.75 which has been pending since last Monday and me checking daily? This was money won from slots and no bonus ever signed into? They have all my documents on file and really concerning me? It’s seems like the money will not withdraw and sits as balance on your account as it’s like they are waiting for you to play the funds ? I will not hold my breath with them contacted me with a reason why I have been blocked just for trying to withdraw my funds? With my account being blocked I cannot get the conversation with online support but I do have screenshots of my account overall ?

Hello,

Can you advide if anyone will answer this complaint? The evidence I have is unreal now but the casino will not do anything? Otherwise I will have to complain to the gambling commission as they should not be allowed to get away with what they are doing to customers

Dear Gav3007,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal ([email protected]), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hello Gav3007,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I want to inform you that Fortunica Casino has not been particularly cooperative in addressing player complaints with us, and there are already existing unresolved complaints, which makes the resolution of your case quite uncertain. Nevertheless, I will make an effort to reach out to the casino to gain further insight into this situation and determine if I can assist in any way.

We would like to invite Fortunica Casino to join the conversation.

Dear Fortunica Casino,

Can you please provide clarification on why the player's account was closed and their withdrawal was not processed?

Should there be any pertinent factors related to this case that cannot be disclosed publicly, I kindly ask that you communicate them to me directly at [email protected]

Hi, so if the casino doesn’t reply and I’m not expecting them to do so? Is there anything that anyone can do about them as there are several customers this is happening to and they shouldn’t be able to get away with it? They must be making thousands off customers by not paying out?They did advise me that they would reactivate my account giving me last deposit back as a loyalty? I haven’t used the site since as my account blocked so how is this classed as loyalty?

Dear Gav3007,

I completely empathise with your frustration. Although we, at Casino Guru, maintain a respected "Authority" status within the industry and collaborate with numerous casinos to address player complaints, it is unfortunate that many casinos remain uncooperative for a variety of reasons. Some of these reasons may be legitimate, such as their inability to disclose specific information due to privacy policies, GDPR, and/or other local regulations, given that we are a third-party entity. However, it is often the case that we do not receive adequate information regarding their reasons, or they fail to respond to us entirely. As we are not a regulatory authority, we regrettably cannot compel casinos to engage with us.

Every player needs to take the initiative to examine the reviews and complaints regarding any casino prior to registering and depositing funds, and to only engage with reputable, licensed, and highly rated casinos. This proactive strategy greatly reduces the chances of encountering unfair treatment.

Furthermore, as a resident of the United Kingdom, you should only participate in casinos that possess a UKGC license, as these establishments provide at least a certain degree of protection.

While Fortunica Casino does possess a gaming license from the Anjouan Gaming (AOFA) authority, based on our experience, this authority tends to be passive.

As per our standard complaint resolution process, the casino team still has sufficient time to respond and cooperate in the resolution process. Nevertheless, if you feel the need, you can file a complaint with them via the validator on the casino's website (validator link). The Gaming Authority may offer more resources and tools to assist players. Please inform me of their response at [email protected].

At the time being, I kindly ask for your patience while we await a response from the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Gav3007,

I have tried to contact the casino repeatedly but have received no response at all. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and resolve your case, we will reopen the complaint, and you will be notified by email. In the meantime, if you have not done so yet, I recommend that you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority might have more options and tools to help players. Please let me know how they responded at [email protected].

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru