The player from Rhineland-Palatinate had won a High Roller Bonus and requested a withdrawal of 5000€ in three steps to respect the daily limit. The withdrawals had not been processed yet. We advised the player to be patient and wait for 14 days due to standard processing times and potential KYC verification delays. The player confirmed receiving the payment within the expected timeframe. The complaint was marked as resolved.
Fortune Play Casino - Player's withdrawal is stuck on pending.
Amount: €5,000
Fortune Play Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
Hello dear Casino Guru,
I have availed a High Roller Bonus.
I deposited 300€ and received 600€ for it.
I have successfully managed to utilize the bonus while strictly adhering to the Bonus Terms and Conditions. My maximum wager was 4€.
According to the Bonus Terms and Conditions, it is 5€. Hence, I have strictly followed the rules.
I am already fully verified.
I have now requested a withdrawal of 5000€.
It was first declined as the daily limit is 2000€.
Therefore, I have on
26th May: 2000€
27th May: 2000€
28th May: 1000€
All withdrawals have not yet been processed and are still open.
The live chat unfortunately was not helpful as they keep saying that the finance department needs to look into it.
I kindly request you to assist me in getting my withdrawals processed.
Automatic translation:
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4 months ago
Dear XAbruzzii,
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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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4 months ago
Translation
According to AGBS it takes 72H.
If I wait for exactly that, the first payout should be made today. Because then the 72 hours will be up.
I'll let you know if nothing happens
Automatic translation:
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4 months ago
Have you received your payout?
If you haven't yet received it, could you please share your recent communication with the casino about the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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4 months ago
Dear XAbruzzii,
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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
