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PlayFortuna Casino - Payout not done within the advertised 24h time frame


Complaint Info

Disputed casino

PlayFortuna Casino


€ 10000

Inactive user
Posted on October 31, 2017

Hi, hope you are well. My complaint is regarding withdrawals made at Play Fortuna Casino.

I played at the casino and have won 10,000 euros, I went onto withdraw the funds and was asked to send in all my documents, I sent them in and I was then told all the documents have been accepted and approved. I was also told that within 24 hours my withdrawal will be approved between 08:00am - 08:00pm. This withdrawal was made on 27/10/2017 and I was told that this will be processed within 24 hours by their finance department.

More than 24 hours had passed by and there was nothing I heard from them, I contacted live chat and was told Monday I will get answer on my withdrawal. Why give misleading information in the first instance if you are going to delay things anyway.

I am a huge player, once I receive my winnings and trust has been built here at Play Fortuna, I will be depositing 50,000 Euros from my Neteller account directly and play with that amount at Play Fortuna Casino.

I just hope that cashouts are as they stipulate it to be within 24 hours which clearly it currently is NOT.

Hope improvements are made in the near future.

Thank you

Posted on November 3, 2017


All the necessary information about your request has been sent to the Askgamblers support team. At the moment we have received additional data request about your situation. The final answer will be provided on Monday.

Kind regards,
PlayFortuna team

Inactive user
Posted on November 4, 2017

Hi there,

Please note that I sent my documents and was told that all has been accepted and verified. I went on live chat support, and I was told that the finance team would like to verify my documents through a video call. May I ask where in your terms and conditions does it state to verify any player using a video call? Also is it that I have won in millions that you are asking for this request?

I have already escalated this matter forward to Interpol and they are currently coordinating this matter with worldwide organisations in Russia and Cyprus. My apologies, I forgot to mention that I currently work in the United Kingdom for the intelligence services within the Mi5 building in London.

I am happy to inform AskGamblers that my deposits totalling 400 Euros has been received successfully received from Play Fortuna, however my deposits made through neteller and winnings due to neteller are still outstanding awaiting their processing.

Shall keep you informed of all other developments outside of this procedure.


Inactive user
Posted on November 7, 2017

Dear Ask Gamblers,

I have today morning received a refund of my deposits returned to their sources.

My winnings are still due to be processed and sent, once received I shall let you and Interpol know immediately.

As it stands play fortuna casino have not sent my winnings as of yet.

Kind Regards,

Posted on November 7, 2017

Summing up the results we inform that the player is permanently blocked, all deposits have been refunded, and the winnings are annuled.

1) Player was caught in a multi-accounting.
2) Player was caught in the forgery of documents.
3) Player was caught in the bank card fraud.
4) Chargebacks have been occurred for all bank card payments.

Special thanks to AskGamblers team for assistance in resolving this issue.

PlayFortuna team

Posted on November 9, 2017

During the course of the complaint's process, AskGamblers Complaints Team has been provided by the PlayFortuna Casino management with the evidence sufficient enough to show the complainant did the chargebacks and by providing the false facts had purpose of manipulating AGCCS.

AskGamblers Complaints Team maintains zero tolerance towards player trying to abuse our complaints service and not using it in a good faith, therefore we took the decision to reject this complaint and moreover, to ban the player from using our services in the future.