HomeComplaintsMr Fortune Casino - Player’s withdrawal is denied.

Mr Fortune Casino - Player’s withdrawal is denied.

Amount: €150

Mr Fortune Casino
Safety Index:Below average
Submitted: 02 Nov 2024 | Case closed : 17 Nov 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

6 days ago

The player from Andorra faced issues with a casino that rejected a withdrawal of 150 euros linked to a five-euro bonus because the player had breached the maximum allowed bet. The Complaints Team reviewed the situation and found that the casino's actions were in line with industry standards regarding the maximum bet rule. As the player did not respond to requests for further information, the complaint was unable to be investigated further and was rejected.

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3 weeks ago
Translation

Good afternoon, I've had a problem with this casino. It turns out I bet with a five-euro bonus, and when I managed to use the whole bonus and made a withdrawal of 150 euros, they sent me an email saying they reject my withdrawal and wouldn't give me back the money. They are liars and deceitful because every time I made a deposit and they offered free spins, I always had to claim them, and now they don't want to return my money. I've always had issues at the time of depositing.

Automatic translation:
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3 weeks ago

Dear M0renitah24,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I see that the casino accused you of breaching the maximum allowed bet. I checked the bonus T&Cs and I found this:

3. Betting more than €4.00 per spin or 10% of the received bonus amount (the smaller of the two). For a received bonus amount of less than €2.00, the allowed maximum bet is €0.20.


Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

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2 weeks ago

Dear M0renitah24,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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6 days ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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