Failed Following Responsible Gaming Policy

Hello, dear Askgamblers!
Help me, please, with another problem.

Playfortuna casino refuse to verify my documents by telling me that resolution of photos isn't enough. But this is just untrue. It's clearly readable. Ok, so I asked what resolution they need, and didn't get an answer, just regular blabla about better quality.
I dunno, how I can improve quality with my current camera. I don't have hi-end iphone or whatever.
Anyway, it's clearly just a ploy to not pay my winnings there.

Btw, I had the same problem with their sister casino Booi a few months ago.
And here, at Playfortuna I had badluck with my docs declined by same stubborn support person. I dunno, how I can improve quality with my current camera. I don't have hi-end iphone or whatever.

Askgamblers, let me share my docs with you for your judgement.

PlayFortuna refused to permamently ban me and close my account.

I've been playing casinos for 3 years or so. Multiple casinos - 10 russian and several european. Lost plenty of money in overal. And finally the time has come - i've decided to block myself from every casino i played in through all these years.

Most of them blocked me without any problem (fastpay, slotum, surf, bitstarz). Some like slotv was doing dirty job insisting they could not give me a permament closure due to technical reasons (finally after promising to leave a proper feedback on askgamblers they finally blocked me).

But PlayFortuna is a different thing. During last week i've asked them to block me 3 times. Every time they were granting me with cheap freespins in order to make me change my mind and wasn't willing to proceed my ban request... and i kept depositing there as i've been banned everywhere else. Thx god i've finally insisted on a permament account closure... and... and... they just refused. According to playfortuna they can block your account, but you can return to play at any time. They just refuse to block you permamently (shure they love me to lose my money there for 3 years). Leaving a comment about this situation on askgamblers didn't change anything. So here i am.

I want to warn all players from playing that casino. It had similar complaint 3 years ago and as we can see nothing changed.

I gently ask askgamblers' staff to force playfortuna to block my account. And if they refuse - remove them from this website as a trustworthy casino.

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

I requested a withdrawal of 500 EUR which was approved and processed on the 1st July. On the 4th I received 5 transactions of 100 EUR 100 EUR 40 EUR 40 USD 120 USD This does not total 500 EUR. Live help tell me the same message that it has been sent and that it can take between 3-10 business days which are now past. They also asked me to check with my bank to see if they have blocked the payments- I have spoken to my bank and they said they don’t put a hold on incoming payments. I would like the final amount to be delivered to me to equal the 500 EUR I requested.

First of all I'd like to say. This is the worst casino I have ever played online and I cannot believe that it isn't black listed & has a rating. * To start off with on the 15-04-2016 I deposited 22 EUR & claimed the 100% welcome bonus. I didn't really get that far and I was unable to unlock any of the bonus. Again on the 03-05-2016 I decided to make another deposit this time I deposited 10 EUR & a few minutes later I deposited again 5 EUR. Another few more minutes & I deposited another 5.80 EUR. After making these deposits I still was unable to unlock any of the bonus money. A few days later on the 06-05-2016 I deposited 2 more times. First 21,75 EUR then 6.96 EUR. Then on the 09-05-2016 I deposited 5.50 EUR Also on 13-05-2016 I deposited 22.62 EUR & today (the 16-05-2016) I deposited 22.00 EUR & 6.16 EUR. This totals 127.79 EUR over 10 deposits starting from 15-04-2016 until 16-05-2016 which totals 30 days. For the first deposit of 22.00 EUR on 15-04-2016 I was credited the 100% welcome bonus and I didn't unlock this bonus my wagering/bets fell a little short at 581.75 / 990.00 and the 30 day expiry date meant that the bonus expired on the 16/05/2016. However the next bonuses that are queued start from 03-05-2016 & end at 16-05-2016, These bonuses also have a 30 day expiry date as per the terms & conditions listed on the website. However the next 3 bonuses that were queued are expired before the 30 day expiry. I am unable to cancel/remove the bonuses, it's automatic. The small bonuses queued in my account from recent deposits don't add next in line to be unlocked. So regardless of how much I bet/wager I am always being directed to the highest bonus which is the hardest to unlock. Resulting in not being able to unlock any bonus money at all from 10 deposits over 30 days. I have attached a few screen shots to show you the bonus history and the payment history for the account. Here you can clearly see that things don't add up & it's almost impossible to unlock the bonus money when you are betting/wagering always towards the highest bonus active in your account. When the first bonus which was credited on the 15-04-2016 expired on the 16-05-2016 leaving the Bets / Wager at 581.75 / 990.00 any further bets placed should've been directed towards the bonus that was next in line which was for 3,00 EUR on the 03-05-2016. And after this bonus any further bets should've been directed towards the 6.53 EUR bonus which was credited on the 06-05-2016. And the next in line was a bonus of 1.13 EUR which was queued on the 13-05-2016. The bonus that I received on the 16-05-2016 of 22.00 EUR after I deposited 22.00 EUR was the next bonus active in my account. So the previous 3 bonuses that should've been next in line because they didn't expire were cancelled for no reason, it was only the first bonus that should have expired due to 30 days expiry date. It makes it nearly impossible to be able to unlock any bonus money when the system decides to direct you to the highest Bets / Wager bonus that is active on the account. Randomly cancelling the smaller bonuses that you received from previous deposits before the 30 day expiry is definitely against the rules. It's quite a complex system that would definitely trick many people and it does seem like it's been programmed so you can never unlock a small bonus, you're always betting / wagering towards the highest active bonus on the account. * Another thing that I noticed which I found quite shady is how the free spins promotions are worded. For example if you look at this page https://en.playfortuna.com/display/bonuses you can see it says "Free spins Make your first Deposit of 10$ in Play Fortuna casino and get free spins in the game of the week.". Then once you click more it tells you about the "game of the week" which says "Only from May 11 to May 17 for the first Deposit of 10 USD you will get 100% bonus and 15 Free Spins in a popular game RugbyStar.". So from reading this anybody would presume that RugbyStar is the game of the week running from the 11th May - 17th May. However if you go to the News page on the website here https://en.playfortuna.com/news/list it says the sub heading "Free spins in Football Star Free spins are credited for the deposit after your refering to the Online Chat." Then it goes on to say "Only from May 11 to May 17 for Deposit of 15 USD you will get 10 Free Spins in a popular game Football Star." Then at the bottom it mentions "A player can ask the free spins only once within the free spins action in the game of a week." So it directly refers to the "game of the week" on both of the promotions. It says the dates from 11th - 17th of May and it refers to both slot games RugbyStar & Football Star. However the "game" of the week can only be one game. You cannot have the same name and time frame for 2 different promotions, Paying customers are going to presume that each week there is a new "game of the week". The promotion being called game of the week because for the specified date of 7 days that one slot machine is the game of the week. So there can only be one slot machine for the time period 11th - 17th of May it cannot be both RugbyStar & Football Star. Because that's 2 slot machines and that would be referred to as "Games" of the week. The moment you specify a particular slot machine and allocate that slot machine for a time period of 7 days and specify amounts required to spend to achieve rewards, once the customer deposits the money you cannot change the rules and say that there's 2 games of the week for this week, and the games of the week are extremely similar however the spins received are various amounts and the amount required to activate these spins is also varied.. That is misleading and straight up deceitful and I am really not sure why anyone would do this, it's just causing problems and if you think that people like being mislead after they give you their money and contact the live chat support to find out that they have to deposit more money to activate the spins. Well I don't know what else to say really. And I don't know how the support team can type English to me sometimes and if a question can't be answered I have to wait for Nick to call because he's the manager and he speaks English and he wants to call me on the phone. Using the language barrier to pretend that the customer got what he asked for and delaying response because all of a sudden there's only 1 person who can speak English to me now and Nick is suddenly in a "casino meeting" and will get back to me when he's free. I will admit that due to the high ranking you have on this site I never read the reviews. Now I will do my best to make sure others don't have to experience what I have.

I have been a member of playfortuna for a year. In that time I have deposited many times and made a number of small(under £100) withdrawals. In December 2015 I won big twice and submitted withdrawal requests. Some money was transferred. I won again on the 9th January and have submitted a withdrawal request. Due to the large win I have been told my account needs to go through checking - I have already verified my account but "checking" still needs to happen. I have been told this could take anywhere between 5-20 days, 30 days and total support told me it would take an additional "difficult time" and no update was available. It has now been 23 days since the withdrawal request. My current balance is €2755. Playfortuna's withdrawal policy is a maximum of €300 per day and €1000 per week which I am happy to work with over a period of 3 weeks if i am finally able to withdraw. PlayFortuna- can you please let me know when i can expect my funds?

Claim to be a mobile platform which can be used in the UK. This is not true, they come up with various suggestions to get round this but none of them are workable. Unable to withdraw via mobile but able to deposit via mobile. Have not responded to a single email I have sent and how they have such a high rating is unbelievable. A casino which operates with such shoddy practices should be blacklisted. Promised to return my finds, via on line chat, as I am unable to access their games but guess what, no refund and they have gone silent,