The player from Germany had fulfilled the wagering requirements of a bonus and had requested a withdrawal of 5000 euros. However, his account was inexplicably disabled, which blocked access to his funds despite successful initial verification. After waiting for 10 days, the player had reached out to the Complaints Team. In response, the team had requested additional information from the player and had initiated a dialogue with the casino. After some time, the player had informed the team that the issue was resolved and the payment was made. Consequently, the complaint was marked as 'resolved' by the team.
Fortune Play Casino - Player's account has been deactivated with a pending withdrawal.
Amount: €9,040
Fortune Play Casino
Safety Index:Above averageSafety Index
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7.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
I took advantage of the welcome bonus and won. I met the wagering requirements and was diligently wary of forbidden slots. After I requested a withdrawal of €5,000, I continued to play and ended up with a balance of €4,040.50, in addition to the requested withdrawal of €5,000.00. The next day, I couldn't log in and received a message saying "Account is disabled". After contacting customer service, they requested that I send them a selfie with my passport for further verification. I obliged and the chat confirmed that my account had been verified. I then emailed to inquire why my account was deactivated and was told it was requested by the provider. Strangely, I'm also locked out of other casinos using the same software but with different owners (Hollycorn+N1). I contacted the live chat again to investigate when I can expect my withdrawal and the remaining balance since I cannot access my account. They politely asked for time over email as they were currently overwhelmed with work. However, after waiting for 10 days, I would really appreciate it if I could get some help progressing my case slowly but surely.
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7 months ago
Dear andyohmsen,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please send me the email you received from the casino after your account was blocked? My email address is veronika.l@casino.guru. Do I understand correctly that your gameplay is being investigated by the game provider?
When was the last time you communicated with the casino customer support regarding the suspension of your account?
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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7 months ago
Translation
Hello Veronika, no, the game progress seems to be OK and the verification is sufficient. Why the account was deactivated and the payout has not yet taken place has not been explained. So far, I have only received emails saying that there is a lot to do at the moment and that the requests are being processed one after the other. I have sent you the email history by email.
Greetings
AndY
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7 months ago
From the email you sent me, it seems that your withdrawal will be processed manually. Have you sent the requested banking information to the casino?
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7 months ago
Translation
I sent the data by email the same day. Receipt was confirmed and I was asked for time again. Update will follow as soon as I hear anything new.
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7 months ago
Were your data confirmed on the same day you responded to the email, that is May 8?
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7 months ago
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No, on May 10, 2024, we thanked you for the data you sent and said we didn't know how long it would take.
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7 months ago
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Hello Veronika, the complaint can be closed. Payment has been made. Thank you for your support
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7 months ago
Dear andyohmsen,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
