Mr Fortune Casino - Player’s winnings have been confiscated.

I used to play there a lot. Mostly with bonuses, and there were no issues with withdrawal. I played the same games all the time with the same bets.

But this time, casino confiscated my balance stating the following: As part of our regular withdrawal review process, we have seen that you have placed equal, zero or low margin bets.

According to the Bonus Terms and Conditions, this is not allowed.

I played only two games: Jackpot 600 and Heads and tails XY with 1 eur bet in all games.

Previously they allowed to ply like this, and now they did confiscated my winning!

Hello lopezahumad,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr Fortune Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? What kind of bonus was active when they voided your balance? How much did the casino confiscate? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello!

Yes my account was verified there. They sent me and email and gave me a Gold VIP level status on 26th February.

Since than I had already few withdrawals.

The last time I played with 50% bonus (Monday bonus) and completed wagering. The balance after Wagering requirement was completed was 522 EUR. I claimed a withdrawal and they asked to complete the questionaire on 27th March which I completed.

The last email I received from them was on 5th of April and they stated that they confiscated the whole amount of 522 EUR, even did not returned me my deposit. I replied to them and asked why, but did not received a reply.

By the way, they did the same in their sister casinos: Boo casino and Galactic Wins, voiding from me more than 1500 EUR in total at the same time. (I think I will need to open a different complaints)

Hello lopezahumad,

Would it be possible to forward your deposit, bonus and betting history along with the communication between you and the casino to nikolas.b@casino.guru?

Hello!

Thank you I have forwarded two emails: one with screenshots, one with the emails from the casino.

Also I requested a complaint with them on April 10th and still did not received a reply

Hello lopezahumad,

Based on the screenshots you provided there were a bet of 9€. Can you please advise if that is the full betting history or is it possible to forward the full history while played with the bonus?

Thank you. The case is the the casino displays it in a different way: where - (minus) means my winnings, and + my losses. If you look at the time, you will see that the after the -9 bet, my balance actually increased by 9 EUR.

A good news that the casino admitted that they were wrong:

" Thank you for your patience while we investigated your complaint.

After a thorough review of your case, we have identified that there was an error in voiding your winnings due to an alleged breach of our bonus terms and conditions.

We sincerely apologize for any inconvenience or frustration this misunderstanding may have caused you.

As a resolution to your complaint, please be informed that your winnings amounting to 497.00 EUR will be reinstated, and your payment will be processed as swiftly as possible."

So they returned my money back. so I think the complaint could be resolved.

Dear lopezahumad,

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 any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru