Fortunica Casino - Player’s account has been closed.

I payid them gave them reicpt and and invoices to show proof they got it they never funded my account told me to wait 24 hours 3 times in a row then sfter sll that thry told mr wait 5 bunniess days after all thst back they told me im been banned just so i csnt messagse for my fund funny casino need to me shut down ONE THINK IF YOU NOTICE YOU PHONE OR WHST YOUR PLAY IT ON THEY WILL REMOTE SCREEN SHAARE IF YOU NOCITCE YOUR LAGGING IN THE WEBSITE I NOTICEE MY PHONE SND FO

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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.

• Is the deposit recorded in your deposit history? Under what status?
• Have you made any previous successful deposits in the casino using the same payment method?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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

Hey look i need your help they keep lying to me i cant do anything thry saiid to me 3 hours ago they are reviewing my payment. Just now i get s email saying specialists is try to located my psyment seriously i dont get these guys you should do somethinf or report so they cant hsve Licence full frusting eith these guys you grt a answer for me pleasee help me they keep on lying i dont know whst fortunica casino doing plessee

Im not one to start drama hesr me out 380 i payid fortunica casino it was lost by them csuse they have multi banks link to that payid i was so frusted and angry i kept asking for my funds back they sent me a email saying we block your account for your well being so couldnt messsge and ask them for my funds staff here at GURU casino gave me a hand in asking for it WAIT GET BETTER they took sbout 3 weeks to locate my funds they found it BUT no onr told the specialists and financial teams that thry lock my account and this is the results when they credit it to my block account like seriously its clown show st fortunica casino this the reults of not commuicating sent 380 dollars to s block account i csnt even use.

what sort of casino are they running i told them too like dates and amounts dont like up they keep doing this wort of stuff how can stand by snd let thrm grt away with it they keep doing this to people

Thanks for your patience.

If the status of your deposit appears as rejected, I would recommend you contact your payment provider/ bank and inform them that the merchant has rejected the transaction.

• Do I understand correctly that your account in the casino was closed? Was there any balance withheld by the casino?
• Could you please share the communication from the casino regarding your account closure?

Looking forward to your reply.

I check everything nothing is block they didnt send it that's sll they ripped me off

Why did the time start again i waited long enough they still didn't send me my fund but took 20 % commission etf

Csn you help me get my funds its delsy after delay

issue is not solved st all

Thanks for your patience.

Do I understand correctly that you requested your bank for a chargeback of the deposited funds?

Looking forward to your reply.

What do you want me to do i ask them they dont want to give it to me csn you ask thrm for me then

Dear AloneInAus,

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 (michal.k@casino.guru), 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

Okay so j dont need tk do anything then right? I can go and greed alone sorry I really need then to return it i got bills for my dad funeral to pay

They not going to send me snythjng they really.me my 300 and 20 is bee n review my thr specialist eho didnt send my funds .

I need need jt bsck to pay for funeral cost snd other funeral stuff

Hello AloneInAus,

I'm Michal, and I have taken over your complaint. I have examined this case, and I will attempt to get in touch with the casino to see if I can assist you. However, I must inform you that Fortunica Casino has not been particularly cooperative in resolving their customer complaints with us, and they currently have several unresolved complaints, which unfortunately diminishes the likelihood of a favourable outcome for your complaint. Nevertheless, I will reach out to them and endeavour to find a way to help resolve the matter if possible.

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

Dear Fortunica Casino,

Can you please provide clarification on why the withdrawal is marked as successful but the player has not received the funds? Can you please provide us with any evidence that this transaction was indeed successful on both ends for a independet review?

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 michal.k@casino.guru

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.

They not sending snything for over 1 month now whst to do

Completely dogs you guys are doing nothing to.ssk.them.

Completely a hole like out of my 380 they send me 20 buck they say slot sbout them a holes and I dont think you guys sre doing much for me too honestly

Dear AloneInAus,

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.

Usually, I would advise you to submit a complaint to the casino's licensing authority to pursue your case further; however, there is no licence validator on the Fortunica Casino webpage, and I noticed their previous license seems to have expired according to the Anjouan Gaming Authority Register of License Holders

I have found this information on the casino webpage Complaints & Arbitration – Fair Resolution Process Fortunica Casino

Although the Curaçao Gaming Authority (CGA) currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law, so it might be worth a try.

You might find our article How to submit a complaint to a regulator | Casino Guru useful. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option. Regrettably, this is where any potential assistance from our end concerning your case concludes.

I am sorry I could not be of more help on this occasion. I really hope the decrease in the rating caused by unresolved complaints might help to change the casino's approach.

While we cannot assist further with this specific case, please do not hesitate to contact us if you have issues with any other casino in the future, and we will try our best to help if possible.

Best regards,

Michal

Casino Guru