The player from Brazil won a prize, but the casino did not pay the amount. He filed a complaint due to the casino's response. We asked for evidence of his winnings, but the provided screenshot did not show any winnings or the casino's name. Due to insufficient evidence, the complaint was rejected.
Play Fortuna Casino - Player’s winnings are not paid.
Amount: 350 R$
Play Fortuna Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.7
Play Fortuna Casino has a Safety Index of 8.7, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
5 months ago
Public
Public
5 months ago
Translation
I won this prize, but the casino didn't pay me this amount, so I'm filing a complaint against them. Take a look at the response they gave me.
Automatic translation:
Public
Public
5 months ago
Dear mehmetaliii4545,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify what prize did you win?
Could you kindly confirm if you passed the KYC verification?
Have you made any successful withdrawals before?
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
Public
Public
5 months ago
I am sorry but the screenshots do not show that you won anything. If you do not have any other, clear evidence, I am afraid we will have to reject this complaint.
Sensitive attachment
Sensitive attachment
5 months ago
Translation
What else do you want me to send you? As you can see in the photo, the photo is a game in your casino, I entered and won and you didn't pay, I don't have any video, what can I send you? ? There's only an image I won, but you're doing trickery unfortunately I'm not a person who looks for adventure to have problems with you here on this platform, you made a mistake, you don't want to pay for your mistake, keep your own mistake, reject it or accept it. I won this amount image I believe this painting is a theft and is not acceptable. I advise you to pay the price and act honestly. Remember that I am not a person who would go here and chase such a sum. I am complaining and condemning you on the guru casino platform.
Automatic translation:
Public
Public
5 months ago
The screenshot does not display any winnings or the casino where you played the game. It doesn't provide us with enough information to involve the casino in resolving the complaint and investigating the situation.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
