Fortune Play Casino - プレイヤーのアカウントは説明なしに閉鎖されました。

I opened an account at the site on Monday, 20th October. Everything worked normally.

On the same day, I made my first deposit of €250 using Jeton. I claimed a deposit bonus and lost my balance.

The next day, I deposited €400 and claimed the €200 deposit bonus. After clearing the bonus, my balance was €3,054.80. I requested a withdrawal back to my Jeton account.

The following day, when I tried to log in, I noticed I couldn’t, and I only received the message: "Your account is disabled."

The chatbot doesn’t provide any help, and the casino hasn’t clarified anything about what is going on.

My bonus play was fully in line with their terms and conditions. I attached the current version of the bonus terms as a .txt file. To clear the bonus, I played video poker and slots, which are both allowed games. I played with stakes within the allowed size limits and used similar bet sizes across all games. I absolutely didn’t do anything that could justify closing my account.

I would greatly appreciate it if Casino Guru could look into this. Based on your listed very high Safety Index, I felt confident depositing and playing at the site, and I never expected it would potentially turn out to be a dishonest or fraudulent casino. I hope we can get clarity on this matter.

If they refuse to pay for any reason based on a claim that I had for example no right to have an account or play at the site (for example, due to country restriction policies or similar), the fact remains that they still allowed me to have an account, deposit and play before blocking my account. They accepted my money while I was using their services, creating the expectation that I would also be paid my winnings if I happened to get some. That would amount to profoundly fraudulent activity. Let’s hope this is not the case and that I can still at least withdraw my balance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear tmstms,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please share a link for the bonus you claimed?
• Did you pass the verification before you lost access to the account?  
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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,  

Katarina

I played the 1st and 2nd deposit bonuses: https://www.fortuneplay.com/bonus-terms-and-conditions

I didn't go through KYC yet.

I can send the communication by email ASAP. Here’s what happened soon after sending my complaint: the casino finally started responding. They are now asking for the KYC documents.

I also kept asking why my account was and remains disabled, but they still refuse to communicate in any way other than by requesting the documents. It’s just so strange for a site to lock access to an account simply because a player either:

1. requests a withdrawal, or
2. wins a bit.

At this point, it’s up to them to explain the situation in the coming days. I’ll update here ASAP once I receive more information from them, if I do. I already told them I was scared they were a scam. I guess we still need to see what happens.

I'm still waiting for Fortuneplay to reply to my email, which I sent ¨¨~ 4 days ago. Still no response, no communication on why I can't log in, and I'm getting the message: 'Your account is disabled.'

Dear tmstms,

thank you for the messages and update.

I have been unable to locate your emails. Could you please confirm whether the communication was also sent via email? Could you please resend it to once again to katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Hi Katarina,

I haven't sent anything by email quite yet because I wanted to give Fortune Play enough time to respond.

However, so far there has been no communication at all regarding my main issue — that I can’t even access my account. The login still says, "Your account is disabled." Their chat never has a real person available to talk to, and their AI bot doesn’t even allow me to open a topic regarding this.

I attached screenshots here about: what (1) still happens when I try to login. And (2) screenshot of my first email contact attempt on October 24th. It never got any kind of reply.

Instead, they sent me on Oct 25 an email :

Your cashout

Dear XXXX,

​

We would like to inform you, that account verification is required.

Please upload the following documents into your profile (Documents tab):

​

1) a photo of your ID, which must reflect:

— your photo;

— your name;

— your date of birth;

— the expiration date of the document.

Examples: ID, passport, driver's license. Note that scans and screenshots of the photos are not accepted.

​

2) photo (or screenshot) of every payment method used (card, web wallet, etc.), which must reflect:

— for a bank card: the photo of the card which reflects the first six, the last four card number digits, cardholder's name, and expiration date. Scans and screenshots of the photos of the cards are not accepted;

— for online banking account holder's name and account holder's IBAN;

— for e-wallets — e-wallet number and account holder's name.

Please note that you must upload proof of payment method for every payment method you use on your casino account.

​

3) Please upload the screenshot of the deposit from Jeton account, the account number, deposit details, and your name must be visible

​

4) selfie with ID in your hand:

- all information in the document should be clearly visible;

- the elbow of the hand holding the document should be visible.

Please, make sure that all the details are clearly seen.

​

We appreciate your understanding and patience, and we wish this procedure to be smooth and quick (in order to improve your experience and avoid any difficulties, feel free to get in touch with our support team via chat, so we may assist you with anything you need).

​

Best regards,

Fortuneplay Casino Support

Oct 25, I replied:

Hello,

Here are the requested documents. Now, why was my account disabled? What could have caused that? (I can't send the documents in my profile right now, obviously.)

With regards,

XXXXX

Oct 27, they replied:

Dear XXXX,

​

Thank you for providing the documents.

We kindly ask you to upload the whole document where we can see your address into your account.

It must be not older than 90 days and reflect:

-your name

-address, stated in the profile

-issuance date of the document

Examples: utility bill, bank statement (except Revolut and other online banks), phone bill, electricity bill as well.

​

Best regards,

Fortuneplay Casino Support

Oct 27, I replied:

Hello,

Here is the requested utility bill. I would still like to ask, what may have caused my account to be disabled? I was already fearing that your site is a scam.

With regards,

XXXXXX

Now it's November 3rd, and I'm waiting for their replies to both of the emails: 'Your cashout' and the earlier 'Account login problem'

(I still try to learn how to actually extract a whole email-conversation thread in my email account... so that I can send it to you Katarina, but this far this was all communication)

I just checked again, and there are still no replies from support@fortuneplay.com, nor can I still access the chat from the point where I sent the screenshot.

Dear tmstms

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello there,

Thank you tmstms for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Fortune Play Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

Dear Peter,

Thank you for bringing this case to our attention.

We can confirm that an earlier withdrawal was successfully processed via Jeton; however, this method is currently unavailable for refunds. An email to this effect with alternative withdrawal options was sent out yesterday.

We apologise for the earlier delay in communication and appreciate tmstms' patience throughout the process. Regrettably, the management decision to close the player’s account is final and cannot be revoked.

Kind regards,

The Fortune Play Team

Thank you for the update Fortune Play Casino representative. Could you clarify if the player will receive the full amount of the deposit and winnings as a refund? Thank you in advance for your clarification!

Hi Peter,

We can confirm that the full pending balance is available for withdrawal.

Kind regards,

The Fortune Play Team

Thank you very much for the clarification Fortune Play Casino representative.

Dear tmstms, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello, thank you for handling this case, Peter.

I'm still personally unsure whether Fortune Play is a scam or a legitimate casino. Suddenly freezing and closing like this, a totally normal, well-behaved, low- to mid-roller account isn't something I can understand at all.

I still haven't been able to withdraw my account balance yet, despite being told here: 'We can confirm that the full pending balance is available for withdrawal.' However, I am unable to request a withdrawal myself, as I do not have access to my account.

I received an email yesterday in response to my previous message, where I wrote:

Here is the requested utility bill. I would still like to ask, what may have caused my account to be disabled? I was already fearing that your site is a scam.

They replied only:

Dear XXXXXXX,

​

​Your account was closed by the administration's decision. Unfortunately, the decision is final, and your account cannot be reopened.

​

Should you have any questions or doubts, please do not hesitate to contact us via email or via live-chat.

​

Best Regards,

FortunePlay Casino Support

Good news! I have finally received my full balance from Fortune Play. This was a bad and worrying experience, but in the end, everything worked out for me. Who knows — raising this complaint publicly helped. Thank you so much, Casino Guru team!

Dear tmstms,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter

Dear tmstms,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter