Fortune Play Casino - Pelaajan kotiutuspyyntö on viivästynyt.

I played at the casino and won my money back from the fourth deposit bonus. I played the slot machines normally according to the rules. I won €471.6 and withdrew my money. Soon my account was disabled by the casino and I couldn't log in to my account. Now the casino has sent me a message three times asking me to send the requested documents. I have sent them twice but the casino continues to send the same request. It feels like the casino is trying to scam me. I will send you the requests and the documents I sent and tell me if I didn't understand something or is the casino just delaying the payout?

Pelasin kasinolla ja neljännestä talletusbonuksesta voitin rahani takaisin. Pelasin sääntöjen mukaan hedelmäpelejä normaalisti. Voitin 471,6 € ja kotiutin rahani. Pian tilini oli poistettu käytöstä kasinon toimesta enkä päässyt kirjautumaan tililleni. Nyt kasino on lähettänyt kolmesti viestin missä minun pitää lähettää pyydetyt dokumentit. Olen lähettänyt ne kaksi kertaa mutta kasino jatkaa saman vaatimuksen lähettämistä. Tuntuu että kasino yrittää huijata minua. Lähetän teille vaatimukset sekä lähettämäni dokumentit ja kertokaa enkö ymmärtänyt jotain vai viivästyttääkö kasino vain voitonmaksua?

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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.

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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.

• When exactly did the casino send you the emails requesting that you submit your KYC documents in order to process your withdrawal request?
• Has the casino confirmed that they received the documents you submitted for verification?
• Has the casino specified whether your documents are currently being reviewed by the relevant department, or whether any additional documents or information are still required?
• Have you received any confirmation that any of the documents you submitted have already been approved?

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

I have sent them the documents three times but my bank statement from May is not ready yet and I am not receiving an incomplete bank statement from s-bank. I have sent the casino a receipt for the payment transaction to them but apparently this is not working for them. I am not getting any further information from them about which documents are not accepted and they do not even acknowledge that they have received the previous documents. They have sent the same copy paste email on 13.5. 17.5. and 22.5. which I am attaching here.

"Dear Nico,

Your account was closed by administrative decision. Unfortunately, the decision is final and your account cannot be reopened.

In order for us to process your latest withdrawal, please upload the following documents to your profile (Documents tab):

1) a photo of your ID card, which must show:

— your photos;

— your name;

— your date of birth;

— the validity period of the document.

Examples: ID card, passport, driver's license. Please note that scans and screenshots of photos are not acceptable.

2) a bank statement proving your deposit, made on May 4, 2026 at 12:56 UTC. The statement must clearly show: amount, date, merchant name, sender name, and IBAN.

All information should be shown on a single account statement.

3) a document that can prove your address (must not be more than 90 days old):

The address can be verified with your ID if it matches a valid address in your profile.

For other cases, the document must be no more than 90 days old and contain:

— your name;

— your address, as stated in your profile;

— date of issue of the document.

Examples: invoice, bank statement.

Please note that Revolut/N26/Wise/Bunq bank statements and postal/delivery receipts are not accepted.

We appreciate your understanding and patience, and we hope this process goes quickly and smoothly (to improve your experience and avoid any difficulties, please feel free to contact our support team via chat and we will help you with anything you need).

Kind regards,

FortunePlay Casino Support Team"

I have sent a receipt for the transfer to the casino, a bank statement confirming my address and account ownership, and a photo of my passport proving my identity. THREE

Olen laittanut heille asiakirjat kolmeen kertaan mutta tiliotteeni Toukokuulta ei ole vielä valmis enkä saa vajaata tiliotetta s-pankista. Olen lähettänyt kasinolle tositteen maksutapahtumasta heille mutta ilmeisesti tämä ei käy heille. En saa heiltä mitään lisätietoa mikä dokumenteista ei hyväksytä eivätkä he edes kuittaa että ovat vastaanottaneet aijemmat dokumentit. He ovat lähettäneet saman copy paste sähköpostin päivinä 13.5. 17.5. ja 22.5. jonka liitän tähän.

"Hyvä Niko,

Tilisi suljettiin hallinnon päätöksellä. Valitettavasti päätös on lopullinen, eikä tiliäsi voi avata uudelleen.

Jotta voimme käsitellä viimeisimmän nostosi, lataa profiiliisi (Asiakirjat-välilehti) seuraavat asiakirjat:

1) valokuva henkilötodistuksestasi, josta tulee näkyä:

— valokuvasi;

— nimesi;

— syntymäaikasi;

— asiakirjan voimassaoloaika.

Esimerkkejä: henkilötodistus, passi, ajokortti. Huomioithan, että valokuvien skannaukset ja kuvakaappaukset eivät kelpaa.

2) pankkitiliote, joka todistaa talletuksesi, tehty 4.5.2026 klo 12:56 UTC-aikavyöhykkeellä. Tiliotteen tulee selvästi näyttää: summa, päivämäärä, kauppiaan nimi, lähettäjän nimi ja IBAN.

Kaikkien tietojen tulee näkyä yhdellä tiliotteella.

3) asiakirja, joka voi todistaa osoitteesi (ei saa olla yli 90 päivää vanha):

Osoite voidaan vahvistaa henkilötodistuksellasi, jos se vastaa profiilissasi olevaa voimassa olevaa osoitetta.

Muita tapauksia varten asiakirjan tulee olla enintään 90 päivää vanha ja sisältää:

— nimesi;

— osoitteesi, kuten profiilissa ilmoitettu;

— asiakirjan myöntämispäivä.

Esimerkkejä: lasku, pankkitiliote.

Huomioithan, että Revolut/N26/Wise/Bunq-pankkitiliotteet sekä postin/toimituksen kuittaukset eivät kelpaa.

Arvostamme ymmärrystäsi ja kärsivällisyyttäsi, ja toivomme, että tämä prosessi sujuu nopeasti ja vaivattomasti (parantaaksemme kokemustasi ja välttääksemme vaikeuksia, ota rohkeasti yhteyttä tukitiimiimme chatin kautta, niin autamme sinua kaikessa tarvittavassa).

Ystävällisin terveisin,

FortunePlay Casinon tukitiimi"

Olen lähettänyt kuitin siirrosta kasinolle, tiliotteen mikä varmistaa osoitteeni sekä tilin omistajuuden sekä kuvan passista mikä todistaa henkilöllisyyteni. KOLMESTI

Dear PelaajaSuomesta

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,

Veronika

Dear PelaajaSuomesta,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Fortune Play Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Casino Guru,

We have reviewed this case and can confirm that the player's withdrawal was initially unsuccessful because the bank account holder name provided did not match the details required for processing. As a result, we requested updated refund/payment details from the player.

We can confirm that the matter has now been resolved and a manual withdrawal of €471.60 has been successfully processed.

Kind regards,

The Fortune Play Team

Dear PelaajaSuomesta,

can you confirm that you have received the payment from the casino?

I have received the withdrawal. All is well for me.

Olen vastaanottanut kotiutuksen. Kaikki hyvin minun puolestani.

Dear PelaajaSuomesta,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru