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.