Fortunica Casino - Player's winnings have disappeared.

I have paid in about £160, have winnings of £519, just went to withdraw it and it's all disappeared. I can't sign in properly and the site has stopped working.

If they have scammed me I will be devastated, please god let this just be a glich 🥶

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.

• Have you tried clearing your browser’s cache and cookies, deleting your browsing history, or accessing your casino account using a different device or a different browser? These steps can sometimes help resolve access issues.
• When did you last successfully log in to your account?
• Were there any recent updates or maintenance notifications from the casino’s side?
• Do you have any communications from the casino regarding your account or any potential issues?

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

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Hi

No I have not tried this but I will today and let you know.

I last successfully logged on 4 days ago and when i tried to withdraw my money, something cropped up saying i needed to upload them a picture of my driving licence or passport and a picture of me holding it??? for proof of who I am?

Alyson

Thank you for your reply and for your email. I’m glad to hear that you are now able to see your winnings.

• Have you uploaded the requested documents (pictures of your driving licence or passport, and a selfie with your ID) to your casino profile?
• When exactly did you submit your withdrawal request? What is its current status?

Please note that requesting your identity documents for verification is a standard procedure to ensure that the money is sent to the rightful owner. As casinos do not have the luxury of physically meeting players to check their identification and documents, this verification process is the only way for gambling establishments to confirm a player’s identity.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear AlyBal,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika