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PlayFortuna Casino - Failed Following Responsible Gaming Policy


Complaint Info

Disputed casino

PlayFortuna Casino


€ 3500

Posted on May 4, 2018

Dear All,

First of all I would like to thank Askgamblers for being a very useful resource for the gambling industry. Reviews of the casinos really help us gamblers not to get in to a trap of not legitimate casinos here in the market.

I will describe my situation briefly, so everything would be more or less clear for all of the sides.

I as many other people here was enjoying gambling time to time, as a hobby. Until one day I realized that this hobby turned out to be an addiction. I started to spend more than I could, I started borrowing money and it became a nightmare to me.

I had visited a clinic, where I am undergoing my treatment right now. As part of the responsible gaming program and my treatment program I have excluded myself from all the casinos I was registered.

Thing were doing well, my life started to become normal again, but time to time I was still trying my luck to register again in the casino or to unblockmyself, as unfortunately this addiction became quite serious. Luckily for me all the casinos were refusing my requests and I am thankful to them.

Recently upon having again a will to play, I tried my luck to be unblocked in PlayFortuna casino and to my surprise my request was easily granted within a minute time.

From here on I think you know how the story went... I started gambling again... Lost everything I had and didn't have, borrowed money again, came to a situation I am not able to afford buying food for the upcoming days for my family.

Yes, I do understand that this is my fault and my fault only, but as drugs for someone, gambling became addiction to me.

The first step is to realize the problem and than try to solve it, which I did, however due to the account being unblocked all my tries to get thing better went from 100 to 0.

I have attached a screenshot when I have requested on 08/01/18 to permanently block my account as a part of a responsible gaming program, which I got confirmation of the same from the support team member.

I would kindly request PlayFortuna to come in to my situation and assist me in reversing my deposits back from the day my account was unblocked , as they have not blocked my account even dough I have clearly stated that I request permanent block due to responsible gaming program.

I would also like to add that I have personally nothing against PlayFortuna , their website is responsive and user friendly, payouts when I was playing before were on time and I never had an issue with them, would give them 10/10.

I hope the management of PlayFortuna and Askgamblers will come to my situation and will assist me in the above mentioned issue, as clearly I have tried my best to avoid it.

Please note I have sent an email to [email protected] from my registered e-mail, however did not get a reply as of now.

Thank you.

Posted on May 4, 2018

Dear @gumaccc,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed refund request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on May 4, 2018

Dear Askgamblers,

Thank you for your reply.

Frankly speaking I lost the count, as I have borrowed the money from everyone I could.

As I can see from my deposit history it should be around 3500 EUR or a bit more, since I cant see the whole history.

I think PlayFortuna can clarify the full amount exactly.


Posted on May 4, 2018

Hi guys,

Just a quick update just now a received emails that my deposits are being withdrawn back.

Apparently the management of the casino has take in to consideration my e-mail and approved the withdrawal.

I will keep you posted as soon as the money will be credited on my account.

On the other hand I would like to thank PlayFortuna for assisting and following the Responsible Gaming program and I thankful to them that they take the program seriously.

10/10 to them and I am very sorry that I had to bring this type of problems to them, but their reaching hand really helped me now.

Thanks again.

Posted on May 4, 2018

Hello dear player,

Please accept our apologies for such unpleasant experience. From now your account is permanently blocked. All your deposits made after unblocking will be refunded. Support manager will be fined and no more unblocks are allowed.

Best regards,
Play Fortuna team

Posted on May 4, 2018

Dear @gumaccc,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on May 7, 2018


I do confirm that the issue has been resolved.


Posted on May 7, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.