Play Fortuna Casino - Player’s deposit has never been credited to his casino account.

Έκανα την κατάθεση μέσω e-banking.Οταν είδα ότι τά χρήματα δεν εμφανίστηκαν στο λογαριασμό μου, επικοινώνησα με το καζίνο.Μου είπαν να τους στείλω το αρχείο της συναλλαγής σε pdf μορφή όπως και έκανα.Υποψιν ότι το αρχείο το κατέβασα από το site της τράπεζας μου και μέσω του λογαριασμού μου.Τους το εστειλα λοιπόν και μου είπαν βλέποντας το,ότι θέλουν και την ακριβή ώρα της συναλλαγής.Δεν τους αρκούσε δηλαδή ότι έγραφε την ημερομηνία και τα υπόλοιπα σχετικά ,αλλά ήθελαν και την ώρα.Εγω απλά θέλω να ρωτήσω, αν δεν είναι αυτοί απατεώνες τότε ποιοι είναι;

Dear Nektarios,

Thank you very much for submitting your complaint and forwarding the payment receipt. I’m sorry to hear about the issue.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise if it were your first deposit in this casino?

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

Best regards,

Petronela 

Dear Nektarios,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

"Ζητάω συγγνώμη για το γεγονός ότι δεν απάντησα,αλλά δεν μου ήρθε κάποια ειδοποίηση ώστε να απαντήσω.Σχετικα με την ερώτηση σας αν ήταν η πρώτη φορά που κατέθεσα χρήματα, είναι πως ναι,ήταν η πρώτη φορά."

Thank you very much, Nektarios, for getting back to us and providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Nektarios!

From now on, I will be taking care of your complaint. I would like to invite representatives of Play Fortuna Casino into this complaint in order to help us resolve the issue.

Hello @Nektarios,

Sorry for this bad case, your deposit was successfully credited just now. 

Enjoy your game!

Best regards, Play Fortuna team

Hello Nektarios!

According to Play Fortuna representatives, your deposit should be already credited to your account, I would like to ask you to confirm this information and we can close this complaint as 'resolved'.

Looking forward for your reply.

Ναι, πράγματι πιστώθηκαν τα χρήματα .Απλά χάθηκαν 160 ευρώ από μπόνους σε free spins τα οποία είχα περιθώριο 2-3 ημερών να ενεργοποιησω με κάποια κατάθεση. Ο λόγος λοιπόν που είχα κάνει κατάθεση αυτά τα 12 ευρώ, ήταν αυτός.Τα 160 ευρώ από τα free spins.Πιστευω τώρα να καταλάβατε γιατί δεν μου είχαν πιστωθεί τα χρήματα αμέσως.Για μένα λοιπόν το playfortuna παραμένει ένα αναξιόπιστο online casino.

Dear @Nektarios,

Kindly note your bonus 159.50 EUR is still valid until 14th of August 2021.

All the best,

Dear Nektarios,

Are your concerns about the bonus now resolved?

Ναι, σας ευχαριστώ για την επίλυση του προβλήματος

Dear Nektarios,

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.