Fortunazo account blocked for no reason

Formal complaint against Fortunazo for account blocking and withdrawal delay

Through this letter, I wish to formally file a complaint against the Fortunazo platform.

I've been using the platform for a while now, making deposits, playing games, and withdrawing funds regularly. This isn't my first withdrawal, nor is it my first time withdrawing large amounts. I've made about three or four significant withdrawals before and never had any problems like this.

On this occasion, after making a deposit and playing normally, I won money and then tried to withdraw 600,000 CLP. It was at that moment that my account was blocked, without any clear explanation of the reason for the block.

Subsequently, the support team asked me to complete an identity verification process. I fulfilled all the requested requirements and sent the corresponding documentation, including a photograph of my ID card, a selfie with my ID card, the requested text, and bank statements.

Despite having submitted all the required documentation, I have been waiting for a concrete response for several days. I contact support daily and receive virtually the same answer, indicating that there are still no updates on my case.

I find this situation particularly worrying because I have never had problems with my previous withdrawals and, so far, I have not been informed of the specific reason why my account was blocked.

My ticket number is 128738329.

I request that Fortunazo review my case urgently, clearly inform me of the reason for the block, finalize my verification process, and unblock my account so that I can withdraw the corresponding $600,000 CLP.

I expect a concrete response and a solution, as I have complied with all the procedures and requirements that were requested of me.

I can understand why the sudden block feels worrying, especially when you've successfully withdrawn from the casino before.

From what you've described, though, the account is currently going through an additional verification review. Since you've already provided the ID, selfie and bank statement they requested, I would give them some time to complete that process rather than assume the withdrawal has been refused.

At Casino Guru, we normally allow up to 14 days for both KYC verification and withdrawals, so a few days is still within the timeframe we usually consider reasonable.

For now, keep all the communication with support and confirmation of the documents you've submitted. I would also avoid sending any personal KYC documents publicly here on the forum.

If the review continues without any meaningful explanation or access to your 600,000 CLP after a reasonable period, we can reassess the situation and see what the appropriate next step would be.

Do you remember the exact date when you submitted the last of the requested verification documents? That would help us understand how long the review has actually been running.

I want to share my experience with Fortunazo/JugaBet because I believe it's something other players should know before entrusting their money to this platform.

My account was placed under verification, and I submitted all the requested documentation and information. From that moment, a wait began that ended up lasting more than 11 days. During that entire time, I contacted support almost daily to find out what was happening, because I had a balance of approximately 600,000 Chilean pesos held in my account.

What bothers me most is that during the verification process I was told to be patient and that my balance wouldn't be touched. I was even informed that, even if my account wasn't ultimately unlocked or the verification wasn't successful, my money would still be sent and that it could take up to 10 days. I trusted that information, and that's why I waited all those days.

After all that waiting, I finally received a completely different answer. They informed me that they had decided to permanently block my account, cancel my bets, and wipe my balance. In other words, after making me wait all those days, I logged back into my account and found it was at $0.

When I asked for a specific explanation, they only told me that I had supposedly violated the terms and conditions and sent me section 18, which deals with fraud prevention, security, and compliance. The problem is that they never explained exactly what I had done to supposedly violate those conditions.

That section mentions various situations, such as identity theft, payment fraud, bonus abuse, manipulation of betting patterns, money laundering, and collusion, among others. But they didn't tell me which of those actions I supposedly committed, when it occurred, or what evidence they have to justify completely canceling my balance.

Furthermore, I have backups of the emails and conversations where I was previously assured that my money would not be touched while the account was being reviewed. I also have the receipts and records related to my deposits.

After complaining again, they told me the decision was final, not subject to review, and that they would close the interaction. Basically, after waiting more than 11 days, providing everything they requested, and trusting their support responses, they ended up leaving my balance at zero without giving me a specific explanation.

For me, it's not simply a matter of an account being blocked. It's about approximately $600,000 that was in my balance and was canceled after a verification process in which I was assured that my money would be respected.

I am filing this complaint to document my experience and to warn other players about what can happen when an account is under review. I will continue to pursue this matter through the appropriate channels and will submit all supporting documentation. I expect Fortunazo/JugaBet to clearly explain what happened to my money and why they decided to leave my balance at $0.

This changes the situation quite significantly compared with your first post.

At that point, your account was still under verification and the withdrawal was simply being held while the review was ongoing. Now, according to what you've described, Fortunazo has made a final decision to permanently block the account, cancel the bets and reduce the approximately 600,000 CLP balance to zero.

What concerns me most at this stage is how broad the explanation appears to be. Referring you generally to a section covering identity theft, payment fraud, bonus abuse, betting-pattern manipulation, money laundering, collusion and other issues doesn't really tell you which specific rule the casino believes you breached or what activity it based the decision on.

The messages where support previously told you that your balance would not be touched are also worth keeping, especially if they explicitly stated that the money would still be paid even if the verification wasn't successful. Keep the original emails and chats together with the relevant timestamps.

There is one important point I still need to clarify before suggesting the correct next step: was the 600,000 CLP balance generated from casino games, sports betting, or a combination of both? And was any bonus involved?

I ask because if the dispute is specifically about sports betting, betting patterns or sportsbook bonus rules, our complaint team normally doesn't handle those cases as we don't specialize in sports betting. If the confiscation relates to casino gameplay or another issue within our scope, then the situation may be different.

Either way, I wouldn't treat this as a simple verification delay anymore. The central issue now is the confiscation of the balance and the exact reason the casino relied on to justify it.

Look, to explain my situation clearly: during that whole time, I kept adding funds to my account so I could play. I made deposits with my own money, played, and occasionally made withdrawals. It wasn't an account where I was trying to take advantage of bonuses or anything like that.

In fact, the history shows all the deposits I made and also previous withdrawals that I was allowed to make normally.

On the last day, I deposited $130,000 to play. I played and at one point had around $600,000 with some money left over. That's when I decided to stop playing because I didn't want to risk any more money, so I requested a withdrawal. The final withdrawal amount was $646,900.

After that they blocked my account and started this whole review for alleged fraud.

And that's where I really don't understand what fraud I would have committed, because I wasn't earning money through a bonus or doing anything strange. I deposited, played with my money, and when I wanted to withdraw, I requested the withdrawal.

That's why I'm trying to understand what Fortunazo might be considering fraud in my case, and if there's any way to complain or get them to explain specifically what transaction or conduct they're questioning.

I'm telling you all this because perhaps you, having seen other similar cases, can advise me on what can be done in such a situation and whether it's appropriate for them to withhold my money while they investigate.

Playing with your own money and then requesting a withdrawal doesn't, by itself, explain an allegation of fraud. Your clarification about the bonus helps, but we still don't know what specific activity Fortunazo is questioning, so I wouldn't want to guess based on other players' cases.

As for holding the money during an investigation, a temporary withdrawal hold can be reasonable while checks are completed. However, you previously mentioned that the casino had declared its decision final and reduced your balance to zero. That would need to be assessed as a confiscation, rather than an ongoing verification delay.

Could you clarify exactly what you played to reach the 646,900 CLP balance—slots, live casino games, sports bets, or a combination? That's the part of my previous question still unanswered, and it matters for determining whether our complaint team can assess the dispute.

To clarify exactly what I played: I deposited CLP$130,000 with my own money and started playing Fortuna Horse. I began by placing bets of approximately CLP$3,000 and, during the game, I won until I reached a balance of CLP$646,900. Before continuing to play and risking the money again, I decided to request a withdrawal.

At that point, my account was blocked, and I was subsequently asked to complete a verification process. The problem is that my account had already been verified previously, and I had already submitted the requested documents, including a photograph with the information Fortunazo indicated, a copy of my ID, etc.

Anyway, I went through the verification process again and waited for several days. During that time, I repeatedly contacted support to ask why my account had been blocked, but I never received a concrete explanation about what activity or specific behavior they were investigating. The response was always that the account was under review and that I should wait for the relevant department.

Later, when I logged back into my account, I discovered that my balance had dropped to $0. Fortunazo informed me that the decision was final and that they could not help me, indicating that I had to complete a legal form.

What I find particularly relevant is that, in several previous emails, I had been told that even if the verification was unsuccessful, the money should still be sent to my registered withdrawal account. Furthermore, I had already made withdrawals before, even for amounts close to CLP $600,000, without this problem occurring.

Therefore, my complaint is not simply based on my withdrawal being temporarily held during a verification. My concern is that the balance was ultimately reduced to zero, and I was not informed of the specific activity that supposedly justified the confiscation of the funds.

I am trying to get a concrete explanation of what infraction they consider I committed and what the justification is for keeping a balance that came from a top-up made with my own money and winnings obtained playing Fortuna Horse.

I am attaching and leaving as background information the records and screenshots corresponding to my case, including the response I received from Fortunazo during the verification process, where it clearly states: "Your balance will not be touched in this process. However, if the verification is not completed successfully, your balance will be deposited into your account."

I also provide my previous withdrawals, including withdrawals of large amounts, as well as my recharges and my account activity history.

Finally, I am attaching the information corresponding to the response I received when I complained about the situation, in which I was told that the decision was final and that they could not help me.

I believe it is important that all this information be taken into account when evaluating my case, especially the difference between what Fortunazo informed me during the verification process and what ultimately happened to my balance, which ended up at $0.

My intention is simply to obtain a concrete and substantiated explanation of why that decision was made and what happened to the balance I had available at the time of the block.

The email you’ve attached does explicitly say that your balance would remain untouched during verification and would be transferred to you if verification was unsuccessful. That is relevant evidence to compare with the later decision to confiscate it. The final response you shared still refers broadly to the fraud-related rules without identifying the specific activity behind the decision.

At this point, I’d recommend submitting a formal complaint with us. Our team can assess the information and, if appropriate, approach the casino for its explanation and supporting evidence. Use the exact disputed amount of CLP $646,900 and link to this forum discussion so the context and attachments are easy to find.

There is one detail in the attachments worth clarifying: your payment history includes casino bonus entries of CLP $500 and CLP $20,000. Were those from an earlier session, or was either still active when you accumulated the disputed winnings? Those entries alone don’t establish that a bonus was involved in this particular withdrawal, but their timing could matter when reviewing the case.

Yes, those CLP $500 and CLP $20,000 bonuses correspond to my first deposits, when the casino offered deposit bonuses. They do not correspond to the most recent deposits or the session in which I won the funds I am claiming.

For the past few months, I've been topping up my account and playing normally with my balance, without using bonuses. I've always played mainly slots, and I've never played live casino games or placed sports bets.

Therefore, the bonuses that appear on those dates were from a previous stage and were not active or related to the balance of CLP $646,900 that I later tried to withdraw.

That explains the bonus entries in your screenshot. Based on your clarification, they belonged to earlier deposits and were no longer active when you accumulated the CLP $646,900. You’ve also confirmed that you played slots, which addresses my earlier question about whether the dispute falls within our team’s scope.

This clarification is useful for assessing the case, although the casino’s actual reason for confiscating the balance still needs to be established.

Have you managed to submit the complaint through the form I linked in my previous reply? If you’ve already submitted it, feel free to share the complaint link so I can follow its progress.

The email thing is what bothers me the most. If they told you in writing that the balance wouldn't be touched, they should at least explain why it ended up at zero.

Hello, I haven't been able to submit the complaint through the form yet. If you could send me the link again, I would greatly appreciate it. I will submit it with all the background information and documents I have so you can review why the casino confiscated my balance of $646,900 CLP.

Hello, I haven't filed the complaint yet because I wanted to make sure I had all the necessary information and documentation. If you could send me the form link again, I would greatly appreciate it. I want to present the case correctly and make it clear that the balance of CLP $646,900 came from my own deposits and winnings earned playing games, and that the bonuses shown in the screenshot corresponded to previous transactions and were no longer active at that time.

Of course, here’s the complaint form again.

Enter CLP $646,900 as the disputed amount and explain the sequence as you’ve described it here: your deposit, the winnings, the withdrawal request, and the subsequent account block and confiscation. Include your clarification that the older bonuses were no longer active during that session.

Attach the supporting communication, particularly the email assuring you that your balance would be paid even if verification was unsuccessful, alongside the casino’s final response. Linking this forum discussion will also help our team follow the background.

After submission, the complaint will first need to be reviewed, and the team can ask for any additional information needed. If you get stuck at any step in the form, let me know where and I’ll help you through it.