Play Fortuna Casino - Player’s winnings have been confiscated over an alleged rules violation.

Playfortuna Casino wrongfully confiscated my winnings of 583 Euros.

As soon as I managed to win a little, the casino immediately sent me a message accusing me of breaking the rules (counting cards). I assure you, I am not familiar with this strategy, I have never counted cards. Moreover, I don't even know how to count these cards.

Account verification was successfully completed.

On October 21, I sent an official complaint to the casino and asked for evidence of my violation of the rules. The casino did not provide anything, saying that there was no need to provide evidence.

I believe that they are simply taking me for a fool, inventing non-existent violations.

I would be grateful if you can help resolve the dispute with Playfortuna Casino.

Dear maraars,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you made any successful withdrawals from this casino in the past?

What types of games have you played?

Please forward any relevant communication between you and the casino regarding your account closure to veronika.l@casino.guru.

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

Hello,

This is my first withdrawal - there have been no withdrawals before.

I played baccarat.

Messages between me and the casino are sent to veronika.l@casino.guru.

Thank you very much, maraars, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello maraars,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Play Fortuna Casino to join the conversation and participate in the resolution of this complaint.

Dear Play Fortuna Casino,

Can you please provide further information regarding the player's alleged card counting? Could I please ask you to send supporting evidence of this to my email, adam.m@casino.guru?

Kind regards,

Adam

Hello @Adam,

The complainant is a casino abuser. His account is blocked in accordance with the rule 16.5

His first deposit was 120.00 EUR and the payout was 165.00 EUR. 

His second deposit was 750.00 EUR, the second deposit was fully refunded, but the winnings are canceled. As a result the player had no financial loses. 

All details will be sent to adam.m@casino.guru

Best regards, Play Fortuna

Hello,

confiscation of funds from the player’s balance must be justified only by a violation of the rules with the provision of evidence of guilt. And not taking into account the fact that "the player did not suffer financial losses"! It's sad to think that the casino has such a policy.

Providing evidence at this stage of the dispute with the casino is a necessary factor!

Hello maraars,

Just to keep you updated, we have received evidence from the casino and this is currently being reviewed.

I will post here accordingly.

Kind regards,

Adam

Hello maraars,

More time is needed to review the evidence mentioned and bring this complaint to a conclusion, so I will extend the timer in the meantime. I thank you for your continued patience.

Kind regards,

Adam

Hello maraars,

The casino has provided evidence that supports their claims that you have counted cards. However, we have asked for more evidence to clarify some other details. I am going to extend the timer while we wait for this information.

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello maraars,

The case is still being discussed with the casino via Skype. The casino has provided sufficient evidence to show that you have been card counting, but this is not necessarily something we consider to be a reason for confiscating winnings. There are other factors that need to be determined, so I am afraid I must again extend the timer while we await further confirmation of these details.

Kind regards,

Adam

Dear maraars,

The casino has provided us with more evidence regarding the situation, and after a careful review, we believe that the casino has operated in accordance with its terms and conditions in this case. Consequently, we will be unable to assist any further and the complaint will be rejected.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam