The player from Germany is experiencing difficulties withdrawing funds. It seems that transactions to Germany currently aren‘t available. The casino processed the withdrawal via cryptocurrency.
The player from Germany is experiencing difficulties withdrawing funds. It seems that transactions to Germany currently aren‘t available. The casino processed the withdrawal via cryptocurrency.
The player from Germany is experiencing difficulties withdrawing funds. It seems that transactions to Germany currently aren‘t available. The casino processed the withdrawal via cryptocurrency.
I registered with play fortuna because of the outstanding rating here at casino guru. Made 3 deposits with EcoPayz mastercard and then wanted from April 27th. withdraw my balance. all payment options that were offered to me by the support. Chargebacks from on card, Skrill, Rapid Transfer, Neteller were canceled by the casino due to technical problems. Me and the support team spent hours !!! to find out why. After 3 days!!! I was then informed that only crypto currencies are available for games from Germany. Under these circumstances, I would never have registered with Play Fortuna! So here the warning to players from Germany this is a crypto casino, other payment methods are currently NOT available even if they are displayed in their profile.
However, my gaming experience has been positive so far. Huge selection of slots and live gaming providers, no technical problems, high account security, quick verification by support.
Ich registrierte mich bei play fortuna aufgrund der überragenden Bewertung hier bei casino guru. Machte 3 Einzahlungen per EcoPayz mastercard und wollte dann ab dem 27.04. mein Guthaben abheben. sämtliche Zahlungsoptionen welche mir vom Support angeboten wurden. Rückbuchung von auf Karte, Skrill, Rapid Transfer, Neteller wurden seitens des Casinos abgebrochen aufgrund von technischen Problemen. Ich und das Support Team verbrachten Stunden !!! um herauszufinden warum. Nach 3 Tagen!!! wurde mir dann mitgeteilt das für Spiele aus Deutschland ausschließlich Crypto Währungen zur Verfügung stehen. Under diesen Umständen hätte ich mich niemals bei Play Fortuna registriert ! Darum hier die Warnung an Spieler aus Deutschland dies ist ein Crypto Casino, andere Auszahlungsmethoden sind zur Zeit NICHT verfügbar auch wenn diese in ihrem Profil angezeigt werden.
Meine Spielerfahrung war allerdings soweit positiv. Riesen Auswahl an Slots und Live Gaming anbietern , keine technischen Probleme, hohe Account Sicherheit, schnelle Verifizierung durch den Support.
Dear Janosch,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence.
Would you be so kind and forward any relevant communication between you and the casino kristina.s@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Dear Janosch,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence.
Would you be so kind and forward any relevant communication between you and the casino kristina.s@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
The case was solved, but not to my satisfaction, I had to set up a crypto wallet especially for this small amount and got the amount paid out in Ethereum. When it hit my wallet, it was only € 20.14 due to the high volatility of this currency.
Now I have to convert this amount into € again, which is time-consuming and subject to a fee, and in the end I can be happy if 15-18 € land in my current account.
Please protect other players from Germany from the mistaken belief that all the payment options listed in the account or by customer support are possible at any time. This is not the case.
The casino is or has not complied with this disclosure requirement.
Crypto transactions are not for everyone and absolutely not worthwhile for small transactions.
Nevertheless, I would like to thank you as the casino guru for opening a case and hope this also serves as a motivation for the casino to better educate customers when registering or making first deposits.
With best regards
Janosch
Der Fall wurde gelöst allerding nicht zu meiner Zufriedenheit, ich musste eine, eigens für diesen geringen Betrag, Kryptogeldbörse einrichten und habe den Betrag in Ethereum ausbezahlt bekommen. Zum Zeitpunkt des Eintreffens in meiner Börse waren es nur noch 20,14€ aufgrund der hohen Voltalität dieser Währung.
Nun muss ich diesen Betrag wieder zeitaufwändig und kostenpflichtig in € umwandeln und kann am Ende froh sein wenn 15-18€ auf meinem Girokonto landen.
Bitte schützen Sie andere Spieler aus Deutschland vor dem Irrglauben alle die im Account oder vom Kundensupport aufgeführten Zahlungsmöglichkeiten wären jederzeit möglich. Dies ist nicht der Fall.
Das Kasino kommt oder kam dieser Aufklärungspflicht nicht nach.
Kryptotransaktionen sind nunmal nicht jedermanns Sache und bei kleinen Transaktionen auch absolut nicht lohnenswert.
Ich bedanke mich trotzdem bei Ihnen als Kasino Guru für das eröffnen eines Falles und hoffe dies dient auch als Motivation für das Kasino den Kunden bei der Registrierung oder Ersteinzahlung besser aufzuklären.
Mit freundlichen Grüßen
Janosch
Since you successfully received your withdrawal, we will now close it as ‘resolved’ in our system. I completely understand that this was not the ideal payment method for you. However, in the end, the casino has found a way to transfer your money and that is the most important thing. As I mentioned in my previous message, situations like this can occur occasionally and might not necessarily be the casino's mistake. If geolocation is the issue, cryptocurrency transfer is often the only solution.
Thanks for your 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.
Since you successfully received your withdrawal, we will now close it as ‘resolved’ in our system. I completely understand that this was not the ideal payment method for you. However, in the end, the casino has found a way to transfer your money and that is the most important thing. As I mentioned in my previous message, situations like this can occur occasionally and might not necessarily be the casino's mistake. If geolocation is the issue, cryptocurrency transfer is often the only solution.
Thanks for your 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.
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