Play Fortuna Casino - Player’s struggling to complete the account verification.

Passed the registration, wrote to the chat, I can play well. Answered yes you can. Then, when the question of withdrawal arose, they began to ask for a screenshot of the map. Done. A screenshot with a full name is required. Explaining a virtual map without a name, such a screenshot is not possible. They don't hear me. Outright fraud is set unfeasible conditions. I will add immediately it was said that everything is in order, all formalities have been passed, you can play.

Dear Алексей,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

I’m truly sorry but I don’t understand what seems to be an obstacle between you and the winnings. Is it related to the payment method verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Алексей,

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.