Fortuna Casino SK - Výbery hráčov sa oneskorujú.

My account is verified, everything is fine. I had 1370€ loaded. I requested a withdrawal of 600 to the card through which I also made a deposit. It said everything went well, your money will be in the account in a moment. After a few minutes, the money jumped back into my credit without me being informed in any way. So I contacted support, where after a while they replied that the problem would be in my bank, that I should check the limit settings, so I requested a withdrawal of 200 and 200 again, everything was fine, and after a few minutes they appeared again while I was playing back into the credit. I checked the banking in the bank, everything was ok, so I requested a third withdrawal of 420€, finally, I don't know when the money was returned back to my credit, which I didn't even notice because I was playing high bets. Only when a zero appeared did I go to check what was wrong with the withdrawal and there it was rejected for all withdrawals. What kind of way is this?!

Môj účet je overený všetko je v poriadku . Mal som nahraté 1370€ Požiadal som o výber 600 na kartu cez ktorú som robil aj deposit . Napísalo mi všetko prebehlo v poriadku vaše peniaze budú zachvilu na účte. Po niekoľkých minútach mi peniaze naskočili naspäť do kreditu bez toho aby som bol akokoľvek informovaný . Tak som kontaktoval podporu kde mi po chvíli odpovedali že problém bude v mojej banke že si mám skontrolovať nastavenia limitu tak som požiadal o výber 200 a 200 opäť napísalo všetko v poriadku a po niekoľkých minútach zase sa objavili počas toho jak som hral nazad v kredite . Skontroloval som v banke banking všetko bolo ok tak som požiadal tretí krát o výber 420€ napokon mi aj tie peniaze ani neviem kedy vrátilo nazad do kreditu čo som si ani nestihol všimnúť nakoľko som hral vysoké stávky. Až keď sa mi objavila nula tak som išiel skontrolovať zze čo je s výberom a tam bolo pri všetkých výberoch že zamietnuté . Čo to je za spôsob ?!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear muro2231,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask a few questions so I can fully understand the situation.

• Could you please advise which games you focused on—slots, live casino, sports betting, etc.?
• Have you made any successful withdrawals before?
• Could you please let me know which verification documents you have submitted and when?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petra

Hello, I played slot machines. Yes, in the past I have made a successful withdrawal at a hundred casinos, but I don't know when it was last time because I don't play often at Fortuna Casino. Of course, I submitted all the documents they requested during verification, it was definitely an ID card and also verification of a bank account, because without these documents I would not be allowed to play, so I submitted them immediately during registration.

Dobrý deň hral som hracie automaty . Áno v minulosti som už stoho kasína urobil úspešný výber ale neviem kedy to bolo naposledy pretože nehrávam často na Fortuna casine. Samozrejme že som predlozil pri overovaní všetky dokumenty ktoré žiadali určite to bol občiansky preukaz a tiež overenie bankového účtu veď bez týchto dokumentov by mi nebolo umožnené hrať čiže som ich predložil hneď pri registracii

Dear muro2231,

Thank you for your reply and for providing the previous details. I appreciate your cooperation.

I would like to ask a few additional questions to help us better understand the situation:

• Could you provide communication with your bank after receiving the information from support?
• Were your winnings accumulated with or without an active bonus?
• Could you please clarify the exact date when you requested the withdrawal?
• Additionally, could you update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you again for your cooperation.

Yes, I communicated with the bank and there was no problem with them. I deposited the money without any bonus. My withdrawal request was first accepted and while I was playing they returned the money back to my credit without me knowing about it and since I was playing high stakes I didn't even notice that the money was returned and when I finished playing and my account was 0 I looked at the status of the request and it said that it was rejected and the money wasn't there.

Áno komunikoval som s bankou a u nich žiadny problem nebol . Peniaze som nahral bez akéhokoľvek bonusu . Moja žiadosť o vyber bola najprv akceptovaná a počas toho ako som hral mi tie peniaze vrátili naspäť do kreditu bez toho aby som o tom vedel a keďže som hral vysoké stávky som ani nepostrehol že tie peniaze sú vrátené az keď som dohral a na mojom konte bola 0 tak som si pozeral stav žiadosti a tam písalo že zamietnuté a peniaze tam neboli.

Dear muro2231,

Thank you for your reply and for providing the previous details.

To better understand your situation, could you please clarify the following:

• Approximately when did you make your last successful withdrawal, and how long did it take to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Have you received any specific error messages regarding the rejected withdrawals?

If you have had any further /communication with the casino/bank, please share it with us as well. This may include screenshots, emails, or chat records. You can either upload them directly to the complaint thread or send them to: petra.h@casino.guru.

Thank you again for your cooperation.

Dear muro2231,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru