Odinfortune Casino - Player's account has been closed after a big win.

I hit the biggest win I’ve ever had gambling £15000 GBP , I hit the max win on Hacksaws Le fisherman, I was fully verified all checks on there behalf came back good no issues , I had made a couple of small withdrawals before this win and had no problems, the minute I won big and tried to make a withdrawal there was a problem, Sunday night my account was open and I was playing , Monday morning account closed no access to my account or my wallet and funds. Customer services could not give me answers other than I had broken there terms and conditions but could not or would not tell me which or why …. They just took my winnings and closed my account …. Any help would be very very welcome any advice on how to get my winnings I’ve complained about this to so many different authorities but am not getting much help

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Hello,

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.

• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hi , I contacted customer services as soon as I lost access to my account , I was informed by "live chat" my account had been closed and my winnings void due to a terms and conditions violation, and the customer services would be contacting me , I’ve emailed them 10 times asking for a full explanation but have received no reply.

I was fully verified before I lost access yes , everything they asked for they received. I had made 3 withdrawals and many deposits with no problems.

The problems came after my max win.

NO active bonuses . The win came within a £250 cash deposit. Definitely no bonuses active.

I would just like to say that Hacksaw gaming have acknowledged the " max win " as legit and have sent me a Max Win hoodieas a prize for the win.

The casino clearly don’t want to pay out that win I’ve tried to hard to contact them it’s a shame that a company/casino are happy to treat people this way. Thank you for your reply.

regards [Redacted].

I would just like to add importantly!!!

the casino in question is called

odinfortune2.com or Odin fortune.

Thank you for the clarification. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

this is a screen shot of the first email I sent them there are several others but all the same as this.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Mrhazza,

I sincerely regret to learn that your account has been blocked. I will reach out to the casino promptly to address and resolve this matter. Additionally, I would like to invite a representative from Odinfortune Casino to join this conversation to assist in resolving this complaint.

Dear Odinfortune Casino,

could you please clarify the reason behind the player's account blockage? If possible, could you provide us with any relevant evidence? You may share your statement and any supporting documents here, or feel free to send them to my email address at jana.k@casino.guru. I appreciate your cooperation and assistance in advance.

Kind regards,

Jana

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.

Hi , I’ve sent over 20 emails to them now I’m not holding my breath at all response. Really sad that a big casino like this can just ignore someone.

Dear Mrhazza,

I hope this message finds you well. I wanted to reach out regarding your concerns with the casino. I have made several attempts to contact them, but unfortunately, I have not had any success. Regrettably, without their cooperation, it becomes quite challenging to resolve the situation. Additionally, since the casino operates without a valid license and does not refer to any Alternative Dispute Resolution (ADR) service, there is no gaming authority to which we can escalate this matter.

As a result, I will need to mark your complaint as "unresolved" in our system. I understand that this is not the outcome you were hoping for, and I empathize with your frustration. However, I believe that the impact of unresolved complaints on the casino's rating might encourage them to reconsider their stance. Should they choose to respond, we will reopen your complaint, and you will be promptly notified via email.

In the future, I recommend selecting casinos based on their reviews and ratings to help prevent similar situations. I sincerely regret that we were unable to provide you with a better resolution on this occasion.

Best regards,

Jana