Fortune Play Casino - general discussion (page 2)

Hello,

I redeemed a voucher on the "Fortune Play" website and won 4,000 euros.

I also completed the bonus and wanted to withdraw it. After verifying my identity, I received an email three days later stating that I had violated the wagering limit, and all the money is gone. The wagering limit was €5.

I also strictly adhered to the stake limit, but I didn't realize that these €5 applied to the total bet. I thought it was the base bet. So I played "San Quentin 2" with a base bet of €0.20 but a total bet of €9 (because two bonus symbols always appear). I ended up winning €3,800 (I also have a video about it).

I then wrote to support but they only sent me the paragraphs.

Since it really was a misunderstanding and I have otherwise stuck to the stake limits, I wanted to ask if it would be possible to get at least a partial payout as a gesture of goodwill.

I wrote an email to the casino but I doubt they will respond or accommodate me.

Update: I received an email saying that of course there is nothing more they can do.

Best regards

Škalac

So did you bet many times over the max limit?

If so, there is really not much even we could do in such a situation, unfortunately. 🤷‍♀️

We actually helped many players who bet over the limit, but it was really an innocent mistake, you know.

Hello folks!

Does anyone of you have experience with the casino fortuneplay.com?

I'm waiting for a €1,000 withdrawal there, and so far, nothing has happened. I requested the withdrawal on October 19th around 6:30 a.m. I know it can take up to 72 hours, but I wanted to know if anyone has experience with this and whether I can rely on them paying out safely. I haven't had any problems with any dama casino so far, but you never know. I'm grateful for any response.

Hey.

Did the casino ask you to verify your account, or is it not needed?

Also, is there any information in your account regarding your withdrawal?

The first withdrawal was approved, then the withdrawals stopped. The chat advisor first told me that there was no obstacle to the withdrawal. At some point, a new explanation came that I had to meet some 3-fold turnover requirement for my own money, but they didn't say what they meant by that. Now they had removed their email response from the message thread. Would the authorities help in handling matters in this case?

Hi. I have a few questions about your case and situation, and then we can see where things go from there.

You mentioned that your first withdrawal was approved. Does that mean you actually received the money from the casino?

The other thing I’m interested in is that you said one agent initially told you that everything was fine and that you could continue withdrawing, but later the casino told you that you had to wager your deposit three times. This is relatively common in casinos these days, and it is often stated in their terms and conditions. However, it’s possible that there was some misunderstanding. Did you not understand why you had to do this, or what exactly you were supposed to do? Could you explain it a little more?

Usually, it means that you have to wager your latest deposit a certain number of times, and once you complete the requirement, the funds should become fully withdrawable.

Regarding the email, I’m not sure which thread the casino deleted it from. Could you clarify that for me? Were you communicating with the casino privately somewhere, or are you saying that the casino deleted one of its own messages or posts here on our forum?

If you’re not sure what to do next and the casino isn’t helping you, you can file a complaint with us before going to the licensing authority. I think that would probably make more sense, as you would likely have to wait much longer if you went directly to the authority. What do you think?

Yes, my 1st withdrawal was approved, but when I tried to withdraw the 2nd time, they said it was a wagering requirement and some bonus condition. I don't even know English well, so I don't understand the conditions. The money came to my account through some NYLO team. I'm trying to withdraw again, it's going through some processing, let's see how it goes. Indeed, the chat customer service representative said that there was no obstacle to withdrawing, but it turned out differently. The replies were deleted from the email somewhere, apparently by this customer service that every gaming site has. I also tried to close the account, but they didn't understand, maybe this is where it starts after the external difficulties.

If you continue to have issues with the withdrawal, closing your account, or anything else, and you can’t make any progress because the casino is ignoring you or you’re unable to resolve the situation, you can always open a complaint with us.

However, if there are things that you don’t fully understand yourself, then it can be a little difficult for me to understand the situation as well, because there may be some important details that I’m missing.

Of course, customer support should always provide you with the most accurate information possible. If one agent tells you that your funds are available for withdrawal, I would naturally understand that to mean you can withdraw them. But if they then suddenly tell you that the funds are subject to wagering for some reason, that’s completely different information. In that case, you may not be able to withdraw the money if you’re using a bonus or have an active bonus, or you may need to complete deposit wagering first.

So, I think it’s important to clarify whether there is an active bonus attached to your account and whether any wagering requirements still apply, or whether all the funds in your balance are real-money funds that are fully available for withdrawal.

Now there is a problem when I went to download and play a game like Lyckycapone and I can't get my account verified no matter what I do. The verification on the website doesn't work and I've contacted customer service about it but they don't seem interested. It stinks a bit when I sent them the pictures by email but they don't seem interested. What do I do when I try to withdraw, it won't work without that verification?

Alright, did the casino actually ask you to complete verification, or did you send them some documents on your own because you wanted to get verified?

That distinction is important. If the casino specifically requested KYC from you, but there’s no way for you to complete it either through the website or by email and they’re simply ignoring you, then that’s definitely something they should address.

If the casino requires verification and you haven’t successfully completed it yet, then your withdrawal will most likely not be processed until you do. On the other hand, some casinos don’t require verification immediately and may allow withdrawals without KYC.

So for now, we mainly need to clarify whether the casino actually requested verification from you and whether they’ve given you any way to complete it.

They haven't actually asked, but once they replied that they would give them time to check the documents I sent. Still, I got a message that I should confirm through that website, but confirmation through that is not possible. It's also strange that when they send messages, it's always a different person's name and there are 7 messages supposedly from the support team. It's clear that they're trying to get me to use those bonus games so that they can start recycling the money. I haven't played free games, but I've transferred €40 to my game account, and now when I try to withdraw €100, they block it on purpose.

If they’re reviewing your documents and you’re going through the verification process, then you’ll need to complete it successfully.

Sometimes there’s no need to ask about verification in advance, as casinos will usually request it themselves when necessary. So in this case, you may have made things a bit more complicated for yourself than needed.

How long has the whole situation with the KYC and the withdrawal been going on?

3 days

I haven't done anything myself, they ask me to wait and when I wait I get a message saying I haven't heard anything from them huh.huh.

Three days isn’t that long yet, I’d say. We generally give casinos up to two weeks to complete KYC and process a withdrawal.

So if nothing changes by then and the casino still hasn’t provided any update, definitely come back and we’ll try to help.

I also don’t think you need to keep contacting the casino every day. Once they review your documents or have something new to tell you, they should get back to you. You can also keep an eye on your casino account to see whether the verification status changes there.

Constantly messaging support often just results in the same generic replies, because if they haven’t reviewed the documents yet, they simply won’t have any new information to give you. So for now, I’d give them a bit more time.

They send messages every day to download the confirmation on the website, but when I answer that it doesn't work, a day passes before it is reopened, but when I take a picture, it says "Please contact customer service, error." However, I have sent the pictures by email.

Sure, I think we’ve already talked about this before.

It’s good that you’re going to handle it this way if it can’t be done directly on the casino’s website. If the casino continues making things difficult for you and doesn’t provide any solution, then submitting a complaint with us is an option, as I already mentioned in my previous posts.

I can't do anything and I'm waiting to see what they do and thank you in advance!

Nothing will happen with the game organizer, they won't accept any of the documents I've sent. Now Telia security service won't let me access the entire site because it's been defined as a scam site. That's where my money should go, I would have withdrawn €100, but they're just blocking it and now I can't even try. Was this it?

Given the problems you’re having, I’d recommend submitting a complaint with us. I’ll leave you the link here.

Describe the whole situation to our complaint team, including the problems with the verification and withdrawal, and they’ll take a closer look to see whether they can assist. Hopefully, they’ll be able to help.

I think this would be a better step than simply continuing to wait without knowing whether your verification will be completed or when you’ll actually be able to withdraw your money.