Play Fortuna Casino - Hráčovy výhry byly zabaveny kvůli údajné poruše hry.

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.

11.04.2024 при выводе списали с баланса 195000, сапорт объяснил что я играл в слот, который не корректно работал, в этот слот я играл на автоспине , сумма выйграша примерно 30000 была в этом слоте. После этого я проиграл весь баланс, сделал 2 депозита по 50000, выйграл 240000, поставил на вывод, мне отменили вывод и срезали баланс, объяснив это пунктом правил 14.2, возврат отказались делать.

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.

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.

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.