Casino is ignoring me and not paying me

Hi, hope you can help. I participated in a cashback promotion at Fortuneplay casino on the 18th of December. I made deposits totalling 69euro and as per the terms of the promo, I was supposed to receive 20% cashback (13.80 eur) the following day. The casino failed to pay the cashback and I have contacted them multiple times on chat where they appear to escalate the matter and tell me to contact them later for an update. I do this and there never is any update, in fact it's like the first time I contacted them each time. I've also emailed them about the issue and they did not bother responding. They don't seem to be disputing the matter but are also not doing anything about it. I'm attaching 1. Screenshot of promo email. 2. Screenshot of casino bonus history showing no cashback was added. I will forward on the promotion email as I cannot attach it. Grateful if you could escalate the matter. Thanks.

Dear AskGamblers Complaints Team,

I’m submitting a formal complaint against Fortune Play Casino regarding the withholding of my winnings and the sudden restriction of my account without any valid explanation.

What Happened:

I won €1,041 on Fortune Play and then fully completed all required verification steps, including submitting my proof of identity, address, and any documents requested.

After submitting everything, I received no response for over two weeks.

When I reached out to their live chat, the agent abruptly told me that my account had been restricted and they were unable to reopen it — offering no clear reason or evidence for this decision.

My verified winnings remain locked in the account.

Why I'm Concerned:

I complied fully with their terms and KYC process.

I received no communication or warning before my account was closed.

The lack of transparency and communication raises serious concerns about their fairness and practices.

It seems like they are avoiding payment of winnings.

I would appreciate

The release of my full winnings (€1,041).

A clear explanation of why my account was restricted.

That AskGamblers investigates this matter and ensures that I — and other players — are treated fairly.

I’m happy to provide screenshots, account details, and all submitted documents to support my case.

Thank you for your time and help.

Kind regards,

<full name removed>

<email address removed>

Hi,

I’m reporting an issue regarding the delay in my payment. The amount 850

My account has been verified, and I confirmed this with the live chat team. However, I wasn’t given any timeline for when the payment will actually go through, and it’s becoming frustrating.

And the problem is I can't cancel the transaction because if I do it, I need to wait longer if I make anew deposit I don't know if I can trust this casino or not.

Hello,

I made a withdrawal request on 26.5.20204, my documents were approved very fast about 15 minutes.

I waited for my 612.09 EUR withdrawal for almost 60 hours.

It is tomorrow morning 72hrs, can you hurry it, please.

I dont know how it takes so long they say it is rules 72hrs but rules say 0-24hrs, I dont know why it is taking so long

Hello so I made a 20€ deposit on the 15th and managed to win 640€ and I asked for a withdrawal.

The withdrawal was cancelled within approximately 2hours and i was asked to send additional document of payment even though my account was already verified.

Well I sent them the required document and it was approved almost instantly but for some reason once again they didn't process my withdrawal.

They keep delaying payments on purpose its the same thing as last time i tried to withdraw and had to wait more than 36hours and was told different excuses why the payment is delayed even though their terms state 24hours timeframe.

Now it seems like 24hours has gone again and withdraw is still pending..

Hello so I registered account with them on the 22.4 and made two deposits i managed to win 300€. Where after I made a withdrawal which was cancelled within 45minutes because I had to send in a missing document which I did instantly and my account got fully verified and I requested a new withdrawal.Now my withdrawal has been pending for 36 hours even when they say they process within 24hours in their terms.I have contacted live chat about this issue they keep giving me the same excuses all the time saying that there might be delays depending on the workload of their finance department.