Play Fortuna Casino - Играч, изправен пред проблеми с тегленето поради спор относно метода на депозит.

Hello Casino Guru,

I registered a new account with 'Play Fortuna today based on reviews on your website.

I deposited 46 usdt using Binance and 5 usd using my astropay account registered with my alternate email.

On trying to withdraw I was told to verify my account which I did. I was also told to send a screenshot of my astropay account which I did.

Then they turned around to say that I deposited with a separate account.

Kindly assist in reaching out to them so they can do the needful.

Dear 2348109267235,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have submitted all the required documents. My means of identification has been verified and I have sent screenshots of my Astropay account I used in making the deposit to them on request. Their only claim is that I used a different email of Astropay to deposit. This is FALSE.

Kindly ask them to send you evidence of the email I used to deposit through astropay.

Thank you very much, 2348109267235, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 2348109267235,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Play Fortuna Casino to join the conversation.

Dear Play Fortuna Casino,

As long as the player can confirm that all payment methods are owned by them and registered in their name, the discrepancy in the email address should not be a deciding factor.

If there are any other legitimate reasons that prevent you from processing a player's withdrawal, please share them with us. If this information cannot be shared publicly, please send it to me at michal.k@casino.guru

Hello @all,

This case is very suspicious!

The thing is that the player deposited via crypto and made a single bet for 3$. After this, he deposited one more time with Astro Pay (previous deposit wasn't lost) and tried to withdraw all the amount to Astro Pay wallet. We can see all signs of money laundry there. So to meet the AML terms we can allow the player to withdraw 5$ deposit from Astro Pay back to this wallet, the rest amount could be paid on crypto accordingly. 

Best regards, Play Fortuna team

If your problem is me withdrawing all my deposit to Astropay, you could have informed me immediately. Why give an illogical reason for blocking my account and barring my withdrawal even after taking me through rigorous verification process?

Kindly allow me access to my account so I can withdraw my funds and leave your site for good.

Hello @play fortuna casino,

I have withdrawn 10 usd (minimum Astropay withdrawal) to Asropay and 40 usd to Binance.

They have both been rejected at this time.

Kindly let me know how I should go about the withdrawal

Thanks

Hello @2348109267235,

Please repeat your withdrawal request 10$ to AstroPay, rest amount to your crypto wallet.

Done! Kindly see the transaction through.

The 10usd to Astropay has been rejected once again.

Would you rather send to crypto wallet?

Let me know so I can initiate the transaction

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.

This case is resolved.

All withdrawal requests were paid successfully.

Thank you for the info, Play Fortuna team.

Dear 2348109267235,

Can you please confirm that all of your withdrawal requests were paid successfully? Can we consider your complaint to be resolved?

Thank you Michal for your intervention.

Although they didn't keep to their words to allow me withdraw to the methods of deposits vis a vis Astropay and cryptocurrency, I have withdrawn all my funds to cryptocurrency and can consider my complaint resolved.

Thank you once more casino guru.

Thank you for the confirmation, 2348109267235.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

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

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru