Mr Fortune Casino - Player's winnings were capped by the casino.

Well, I made my first and second deposits without a bonus, and chose to play GOLDEN HORNS. After that, I wanted to claim my welcome bonus, and they gifted me 5 free spins which I attempted to use. I won only 0.40 euros, but I continued playing GOLDEN HORNS using my real money, and ended up with earnings of 872 euros. I requested to withdraw 800 euros, leaving 72 euros in my account. The withdrawal request automatically eliminated the bonus money, which was 0.40 euros, but I never used it. The following day, I continued to play Piggy Bank and Jack in a Pot, ultimately earning another 160 euros. I deposited 5 more euros in an attempt to obtain a bonus, but they didn't oblige due to a pending withdrawal request. As it was, I didn't get any bonuses. I then cancelled my initial withdrawal and initiated a new withdrawal of 900 euros, leaving 65 euros as my account balance. I played some more, ending up with 40 euros in my balance. However, when they reviewed my second withdrawal request, they cancelled all my winnings and only accepted 100 euros, while my remaining winnings were invalidated. I never played with bonus money, it was my real money and they had no right to take it away from me. Moreover, when I made my first withdrawal request, the bonus money was automatically removed, even though I never used it. I believe this is unfair, yet they keep telling me that the money I won came from the free spins, which is not true.

Dear aliciaalbanys291,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify how you acquired the 5 spins? Did you activate them when you made your deposit, did you get them from customer support or did you activate a link on the casino website? Could you possibly send me the link to the spins you took?

How much money did you deposit when you activated your free spins?

Please forward any relevant communication between you and the casino regarding your problem to veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I made my first two deposits without the welcome bonus, first 70 and then 10, I started playing CUERNOS DORADOS, I ended up at 50 and I wanted to buy my welcome bonus so I deposited 5 more euros to acquire them, they gave me 5 free spins I used it and only got 0.40 which went to payment balance, I continued playing CUERNOS DORADOS with my real balance, then I got a profit of 872 euros which I requested the withdrawal of only 800 and left 72 when I requested the withdrawal I got a notification that the payment balance, that is, the 0.40, was going to be eliminated and I accepted because it was nothing, the bonus automatically has to be eliminated there, and what I am going to deposit the next day has nothing to do with it and that They also took it away from me

I got the 5 spins after I made my third deposit of 5 euros where I bought the welcome bonus, there were 5 free spins in the notification bar (day of the dead), and I played them. Before buying the welcome bonus where I acquired the 5 spins I already had a balance of 50 euros because I had been playing GOLDEN HORNS, after I deposited 5 more euros and they gave me the 5 free spins, I only got 0.40 in the payment balance and I think it is unfair that for those 0.40 they take away everything I earned with my real money, at no time did I use the bonus balance, I always remained in payment balance and golden horns was where I obtained the profits, I made a withdrawal of 800 and left 40 in my account, as I said and they told me that when requesting the withdrawal the bonus is automatically eliminated, the next day I continued depositing 15 more euros and continued playing which won 160 more euros, I canceled the withdrawal of 800 and I increased it to 900 and left 60 euros in my account, I continued playing and it ended up at 40 and that's it. The next day they modified my withdrawal and put it at 100 euros, eliminating the 800 and the 40 that I have in the account

I say that I see it as unfair that for 0.40 that I won in those 5 free spins, what I did with my real money, they would invalidate them and take them away from me, also as I said when I requested the withdrawal, that was reduced, subtracted, not used, and now That was eliminated. The next day I played and won, I was already out of bonuses!! They only accepted 100 euros, which was the maximum withdrawal, they would have left the rest in the account, I really think it is very unfair that for 0.40 they take everything from me

Hello, how is my case going?

They sent me an email from Mr Fortune and he says that some of the winnings I got were from the free spins, I still don't understand how 0.34 euros is going to compare the amount I made in the GOLDEN HORNS game

My bets were never 0.34, the minimum roll I made was 0.75 and the maximum was 2.40.

Thank you very much, aliciaalbanys291, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello aliciaalbanys291,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Mr. Fortune Casino to join the conversation and participate in the resolution of this complaint.

Dear Mr. Fortune Casino,

Can you please clarify the situation that has caused the player's winnings to be forfeited?

Kind regards,

Adam

When I canceled the withdrawals it was to increase the withdrawal not to play with it again, the same day I won the first profit I made the withdrawal then simply the next day I canceled to increase the withdrawal, I can't believe they say that mixed earnings if with the 5 fs were only 0.34 and how do I say that, it never went to real money, I always remained in payment balance and when I requested the withdrawal, it said that the bonus balance was going to be eliminated

Dear Mr. Fortune Casino,

Thank you for your response.

There are still some details I would like to clarify regarding this situation. Could the casino please provide the player's betting and transaction history, from November 5th onwards, so that we can see exactly what has happened and what balances were involved? It can be sent to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Hello All,

Upon reviewing again the player’s game history, we have determined that the bonus amount used is low comparing with the deposits amount, and therefore we will not apply the max winning condition in accordance with the bonus terms and conditions. We have decided to reinstate the removed winnings in amount of 840 EUR. We value him as our customer and want to ensure the player has an enjoyable experience on our site, and we understand the importance of maintaining a fair customer experience, and we believe reinstating winnings is the best course of action.

We will contact the player and inform him.

Best regards,

Mr. Fortune Representative

Thank you very much for the update, Mr. Fortune Casino.

Dear aliciaalbanys291,

Please let us know when the winnings have been reinstated and we can consider the matter to be resolved.

Kind regards,

Adam

ok I will check, thank you very much, as soon as I check I will confirm

Hello, I wanted to log into my account, I am temporarily blocked since in the middle of this case I asked via gmail that if there was no solution I did not want to play anymore because what they had done was very unfair, but then I see that they are taking things fairly and I received the email asking me for a Skrill account to withdraw my money but I don't use Skrill, I only use Astropay where I made the deposit for my bets but I can't access the account. I only use Astropay so please, where did I make the deposit? The money arrives, I tried to open a Skrill account but they have not verified me, so the maximum amount to receive is 470 and the withdrawal from my casino account is 840, or so that they can then make the payment in parts so I can receive them in my account from skrill, but they have to let me access my casino account

Hello, I want to update what I said, I deactivated the Skrill account that I used to make a deposit of 5 euros and they no longer let me activate it, I wanted to say let's see if the payment could be made to my Astropay, which is also registered with the casino.

Dear Mr. Fortune Casino,

Would it be possible to make the payment via Astropay, or some other alternative?

Please advise on how the player should proceed.

Kind regards,

Adam

I have already been able to reactivate my account, thank you very much they have returned my profits

I am completely grateful for your work, and again thanks to Mr Fortune for reevaluating my case and returning my winnings, I am sure I will continue playing

Hello aliciaalbanys291,

I am glad to hear you have had your winnings returned to you, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, aliciaalbanys291, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam