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I can understand why the sudden block feels worrying, especially when you've successfully withdrawn from the casino before.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