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Play Fortuna Casino - Still waiting for final withdrawal

RESOLVED
Complaint Info
Disputed casino PlayFortuna Casino
Reason Delayed payment
Amount € 100
Posted on July 18, 2016

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.

Posted on July 19, 2016

Dear player, we have checked the specified situation. Please, be informed, checking revealed that you do not see the arrival of 3 transactions in the amount of 30, 40 and 50 EUR. These transactions were refunded to your card on 01/07/2016 (40 from 25.06, 30 from 27.06 and 50 from 28.06). For a withdrawal efficiency we have reversed your deposits, some banks display the statement in the last transactions, and some just cancel the old Deposit, and you can check it only after verifying a specific payment in the statement. For this, we have specified the dates and amounts of all deposits that were reversed in such a way. To properly solve the situation, please contact your bank to clarify the status of these payments. Also you can contact our support team and we'll be happy to advise you.
Sincerely, casino management.

Posted on July 19, 2016

Thank you for your reply and confirming the 30,40 and 50 Euro withdrawals.
I have spoken to my bank and they have confirmed there is no hold on payments and that I have not received these payments above. I have received other payments on the 4th July successfully so I'm not sure why these payments have not been received.
I have tried explaining this on the live help but they are unable to help and understand my situation. I have sent a bank statement to your finance team by email to show what payments I have received. Please can you advise?
Thanks

Posted on July 21, 2016

Dear player. This is exactly the situation we are trying to explain. We have received you bank statement, and in this statement you can clearly see that beginning from 23.06 - 01.07 we do not observe any payment transactions in our direction.
These payments are:
40 from 25,06
30 from 27,06
50 from 28,06
This is a standard situation with the display of the reverse procedure, that is, the Bank wrote off back the deposits, which are, not displayed in the “minus“ and “plus“ and just canceled the old "minus". Please contact your Bank to clarify the status of these payments, and the situation in general.
Sincerely, casino management.

Posted on July 21, 2016

Hello- thank you- I now understand what happened- my bank did not take my deposits and cancelled them- which was part of my withdrawal.

Askgamblers, I am happy with this answer- please close my complaint.

AskGamblers
Posted on July 21, 2016

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.

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