Hello Fortune Casino - Player's account has been closed without explanation.

I had an active account with Hello Fortune Casino and successfully submitted a withdrawal request of €1,102.54 on August 24, 2025. I even received a confirmation email stating that my withdrawal was being processed and that it may take 7–21 business days.

Two days later, when I tried to log in, I discovered that my account no longer existed. The system showed the message: "There is no Player with this email address."

I contacted live chat support. At first, they told me that my account was active and that I must have made a typo. Then I was connected to another "specialist" who quickly informed me that my account had been closed "because the management decided so." Immediately afterwards, the chat was disconnected, and I could not reach them again.

Importantly, I was never informed in advance that my account would be closed, nor was I given any explanation or communication about the reasons behind this decision. This lack of transparency and communication is unacceptable.

This is completely unfair and unprofessional. The casino accepted my deposits and confirmed my withdrawal, but then deleted my account and refused to pay me. I consider this fraudulent behavior.

Requested solution:

I request that Hello Fortune Casino reactivates my account and processes my €1,102.54 withdrawal, or that they return the funds to my payment method.

I am attaching screenshots of my withdrawal confirmation, the email from Hello Fortune Casino, and the error message showing that my account no

longer exists.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus you used?

What types of games were you playing before the account closure?

Just to clarify, am I correct in understanding that your withdrawal request for €1,102.54 was also cancelled or confiscated?

Could you please share your communication with the casino regarding the blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Dominika,

Thank you for your reply. Please find my clarifications below:

I successfully completed the KYC verification. Please see attached confirmation email from the casino.

I used the Welcome Bonus, but I strictly followed the rules. I did not place bets over €5 and I fully completed the wagering requirements. Otherwise, I would not have been able to request a withdrawal.

I was playing slots before the account closure.

My withdrawal request of €1,102.54 was confirmed by the casino but was then cancelled/confiscated when my account was closed.

Importantly, I was never given any explanation as to why my account was closed. The casino never informed me about any violation of the terms and conditions or provided evidence of wrongdoing.

I am attaching screenshots of:

1. My withdrawal request confirmation,

2. The email confirming my account verification (KYC passed),

3. The error message when trying to log in

4. My email to the casino asking for an explanation, sent today again.

Previous emails are being ignored.

5. Chat conversations where support admitted my account was closed by "management decision" but refused to provide a reason.

The most important fact is that I was never told what I allegedly did wrong.

Thank you for your assistance,

Alise





Dear player, have you managed to receive any specific reason from the casino for why your account was closed and the withdrawal confiscated?

My account was closed right after I requested a withdrawal of €1,102.54.

Since then, all my emails have been ignored, and I cannot access my account anymore.

The screenshots I’ve attached clearly show:

1. The casino initially confirmed that my withdrawal was "processing", even though my account had already been closed.

2. Later, support admitted that the closure was a "decision by higher management" but refused to give any reason or proof.

3. After that, my account completely disappeared from their system – when I try to log in or reset my password, it says "no user with this email address".

4. Not to mention emails are never responded to.

This strongly suggests that the casino is intentionally hiding information and avoiding paying my winnings.

I was fully verified (KYC completed), followed all the Terms & Conditions, and only played slot games.

Thank you,

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.

Hello there,

Thank you Dumina for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Hello Fortune Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter