The player from Germany had won €1500 and a bonus at the casino but experienced a payout delay of 6 days, receiving standard responses from live chat. He reported that his withdrawal was canceled multiple times and faced difficulties in providing the necessary documentation. The issue was resolved after the casino's support team recommended that he contact a German account manager for assistance in identifying a suitable payment method. The player confirmed that the issue had been resolved and requested to close the complaint.
Fortune Play Casino - Player's withdrawal has been delayed.
Amount: €1,500
Fortune Play Casino
Safety Index:Above averageSafety Index
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7.9
Fortune Play Casino has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
Hello,
I won €1500 and a bonus at the casino. Dama NV Casinos are known for their reliable and fast payouts, but the casino has been delaying for 6 days now, which will be a week as of tomorrow. The typical standard responses keep coming from the live chat. Could you please follow up on this?
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4 months ago
Dear Mxxxi,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Dominika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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4 months ago
Translation
My account is fully verified. I played without a bonus. Live support keeps fobbling me off with standard answers. I can't cancel the withdrawal because it's been in transit for 3 days. Let's wait and see...
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4 months ago
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Good evening,
Thanks for asking. No, unfortunately nothing has happened yet. The payout was cancelled. I have requested it again and the money has been on the way for days for a very simple SEPA transfer. I am sure that the payout will be cancelled again. The live support will not and cannot help. I do not know what to do. Slowly but surely I am losing hope. If it is cancelled again, I will try to arrange the payout via crypto. I hope you can help me.
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4 months ago
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Hello,
How long will this take? 19 days have passed and nothing has happened. The casino doesn't want to pay out. Can you please do something? I finally want to be done with this casino and never play there again. I can't and don't want to chase after my money anymore. Live support sends me the same messages as two weeks ago when the first payout from the casino's website was canceled after two weeks.
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4 months ago
Thank you very much, Mxxxi, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.
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4 months ago
Dear Mxxxi,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Fortune Play Casino representative to join this conversation.
Dear Fortune Play Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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4 months ago
Translation
Hello,
It has now been cancelled for the second time. Before, it said there was a problem with the payment service provider and now I have to send another bank statement even though the old one was approved with my old IBAN and I have already received a payout from it. Now it says I have to send a different IBAN and confirmation that it is my bank account. But I only have the bank account. You can't have it paid out to your credit card either. For me that means the money is gone and the casino will not and does not want to pay it out. With all due respect to the player, that is extremely unfair... my hands are tied and I don't know what to do anymore. Live support also fobbed me off and told me to use a different IBAN and provide proof that it is my IBAN. I only have this one. I'm creating a new IBAN now and if it doesn't work again, I'll give up.
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4 months ago
Dear Mirka,
Thank you for bringing this issue to our attention. Unfortunately, the current withdrawal is being rejected by their bank, and we need to work together to find an alternative solution.
Please ask the player to contact our German account manager directly via WhatsApp on +447903452067 or email VIP@fortuneplay.com and request Christian. He will assist them personally to identify a payment method that works and ensure their funds reach them as quickly as possible.
We sincerely apologize for the inconvenience and appreciate their patience as we address this issue. If there’s anything further you need from us, please don’t hesitate to let us know.
Best regards,
Fortune Play Support Team
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4 months ago
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Thank you casinoguru for your active support. You can close the complaint.
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4 months ago
Dear Mxxxi,
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,
Mirka
Casino.Guru
