Grand Fortune Casino - Refund declined, casino ignoring me

posted on May 20, 2015.

I have been playing in their casino since 11 January 2014 when I have registered, until 2 February 2015. On that day I found I cannot log in anymore, and I was told by their chat operator that this is due to some technical error which will be fixed soon.
Several times after I went to chat and got the same answer, but finally on 21 March their chat operator told me that the reason is my country (Croatia) which is restricted in their casino.

I know when I have registered in Grand Fortune casino, my country was not in their restricted country list so I have been playing in their casino for more than a year. I don't know exactly when they added my country to country restriction list.

In the time of my playing, I have sent my documents and passed verification, and had a deposit and 11 withdrawals.

The denial to log in was immediately followed after processing my last withdrawals. But, I didn't cash-out the whole balance with my last withdrawals - I have left $87,5 on balance for the continue of playing. That money is now inaccessible to me - I cannot play or request a withdrawal due to exclusion.
Since my first deposit I didn't use any bonus, so this is a real cash balance.

Below are reasons why should I get a refund of $87,5:
- I have registered in casino when my country was not in their restriction country list
- I have been playing in casino for more than a year (11 Jan 2014 - 2 Feb 2015)
- I have passed verification
- I had a deposit and 11 withdrawals
- $87,5 left on balance are my fair earned money playing without the bonus.

I have sent them email after exclusion asking for refund, but didn't receive any answer, that's why I must complain here.

As the proof for that balance of $87,5, I am sending you the screenshot of cashier on the last day when I had access to casino (2 Feb 2015; grayed are username and email).

posted on May 21, 2015.

Dear sir,

I hope that you are well.

My name is Whirney and firstly we would like to apologize for any inconvenience caused with regards to your payment.

Thank you for bringing this matter to our attention and please be assured that we will make payment to you soon.Will you please so kind to confirm if this is indeed your e-mail address to send you your proof of payment to please email: [email protected]?

Thank you

Best Regards,

Have a great day!

posted on May 21, 2015.


Yes that is my email you can use for mentioned payment via Skrill or Neteller.

Thanks for cooperation.

posted on May 21, 2015.

Dear sir,

Thank you for your reply and giving us the chance to assist you with your request..

I am glad that I could be of assistance to you!

We have made payment to your Neteller account and I have send your Proof of Payment to your e-mail address.

We do apologize for the inconvenience.

Thank you very much for your time.

Best Regards,

Enjoy the rest of your day!

posted on May 21, 2015.

Thanks for payment, I have received it.

Askgamblers may close this complaint now.