HomeComplaintsPlay Fortuna Casino - Player’s winnings were confiscated due to alleged game malfunction.

Play Fortuna Casino - Player’s winnings were confiscated due to alleged game malfunction.

Amount: 195,000 руб

Play Fortuna Casino
Safety Index:High
Submitted: 11 Apr 2024 | Case closed : 26 Apr 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

6 months ago

The player from Russia had experienced a balance deduction of 195,000 when he attempted to withdraw winnings. The casino alleged that the player had been using a malfunctioning slot game and canceled the withdrawal due to rule 14.2 in their terms of service. We attempted to learn more information regarding the issue from the player. The player did not respond to the inquiries, which led to the complaint being rejected.

Public
Public
7 months ago
Translation

On April 11, 2024, when I attempted to withdraw, 195,000 was deducted from my balance. The support team explained that I had been playing a slot game that was not functioning correctly. I was using the autospin feature on this slot game and the amount I won was approximately 30,000. After this, I lost my entire balance, made two deposits of 50,000, and won 240,000. When I tried to withdraw, my withdrawal was canceled and my balance was cut down. The team justified this by pointing to rule 14.2 in the terms of service and refused to issue a refund.

Automatic translation:
Public
Public
7 months ago

Dear klamb1k,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Play Fortuna Casino.

I checked the terms and conditions of the website and the rule you mention refers to this:

14.2. The Casino retains the right to cancel and declare null and void any bet (either partially or in fully) that was subject of an error.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Is there any reason you believe the casino enforced this rule unfairly?
  • Were your winnings accumulated only by playing this game?
  • Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Public
Public
7 months ago

Dear klamb1k,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Public
Public
6 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news