Fortunica Casino - Player's winnings are confiscated.

I won a hand on there live blackjack for 41 pounds, this included 36 pound main bet win and 5 pound side bet win. I did not receive the money and after waiting for 3 different specialists they all came back and said it was calculated correctly and the decision was final, even though i didn't receive my winnings. Support wouldnt give me there uk licence information which is law and they have to do and kept ending the live chat. Nothing else i can do really.

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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. I checked the evidence you submitted, and both records show you should have received 41 for the win (1x side bet + 1x main bet)

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

• Do I understand correctly, your balance didn't increase after the bet concluded?
• 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

Yes you are correct the amount did not get credited to my balance.

You can even see one support worker even agreeing it did not get credited.

As you can see in all the screenshots they were adamant that the winnings were calculated correctly, but with my withdrawals, bets placed and balance you can see that they were clearly not.

All screenshots of my balance as of now which is 0 pounds, all my bets ever placed on the site and full withdrawals which has only been one is attached.

Clear as day they have scammed me out of that money.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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.

Hello Paradise,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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.

Since the casino is not replying, is there anything else that can be done? I'm not too sure how i can file a certain report against the casino within the UK, since there operating in the UK I'm sure by law they need a UK license and i could complain to the gambling commission or something since they literally stole my money.

Hello Paradise,

Unfortunately the casino you chose is not holding UKGC license but Anjouan license: https://verification.anjouangamingboard.org/validate?domain=fortunica.io&seal_id=ec572e2c1e0273baddf215ef89b35db6d329b718859a8787d45a9203b40e11dffecf1d609accf6ce29c310db7905d893&stamp=4a6b126195780c4f6d5802ae1e5a1a29

You can submit a complaint there but it takes time and it is not sure if the license authority will solve your complaint. There was some information that they will be running ADR services however so far I didn't see any.

Please inform me if you submit your complaint to Anjouan Licensing Services. Operators sometimes resolve complaints after months or years due to the negative impact on their rating.

Dear Paradise,

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,
Matej
Casino.Guru