The player from Germany fulfilled the wagering requirements of a bonus and requested a withdrawal of 5000 euros. The player's account was later disabled without reason, and though initial verification was confirmed, access remains blocked. The player has been waiting for 10 days to resolve the issue and release the withdrawal.
Fortune Play Casino - Player's account has been deactivated with a pending withdrawal.
Amount: €9,040
Fortune Play Casino
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Case opened
Current status
Waiting for Casino Guru to reply
3d 14h 57m 6s
Case summary
3 days ago
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1 week 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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1 week 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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1 week 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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6 days 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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5 days 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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3 days ago
Were your data confirmed on the same day you responded to the email, that is May 8?
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3 days 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.
Automatic translation:
Casino Guru is examining the case
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