Fortuna Casino CZ - Spillerens konto blev deaktiveret.

They blocked my temporary account after 30 days. It expired at midnight and I had won quite a bit of money about half an hour before that. Since I don't have a Bank ID, I immediately wrote to support and everywhere I could, because I really had nowhere to verify my identity at the branch within 15 minutes (but I sent a copy of the OP), because I didn't want to lose the prize. They didn't give me any chance to do anything and I just lost the win. I know they say that when the temporary account expires they only return the deposit, but this is a bit of a steal! Can I contact someone with higher competence? I read somewhere that I have the right to any winnings in the casino and that if the casino does not pay the winnings it is illegal. Taking into account the fact that I tried to contact anyone before the account was blocked, so they must have a lot of emails, texts and calls from me.

Zablokovali mi dočasný účet po 30dnech. O půlnoci mi končila platnost a já asi půl hodiny před tím jsem vyhrála celkem dost peněz. Jelikož nemám Bank ID okamžitě jsem psala na podporu a všude možně kde se dalo, jelikož jsem během 15ti min opravdu neměla kde ověřit svou totožnost na pobočce (ale kopii OP jsem posílala), jelikož jsem nechtěla o výhru přijít. Nedali mi žádnou možnost cokoliv dělat a výhra mi prostě propadla. Vím, že mají napsáno, že když skončí platnost dočasného účtu tak vrací pouze vklad, ale tohle je tak trochu zlodějina! Mohu se obrátit na někoho s vyšší kompetencí? Někde jsem četla, že na jakoukoliv výhru v casinu mám právo a že pokud casino výhru nevyplatí je to nezákonné. S přihlédnutím toho, že jsem se snažila ještě před zablokováním účtu kohokoliv kontaktovat, takže tam musejí mít ode mě spoustu mailu, SMS i hovoru.

Hello zuzanahrstkova111,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Fortuna Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise what do you mean by temporary account? How could you lost your balance if your account was disabled? Is your account currently still active and is there any real money balance there?

Looking forward to your answer.

Regards,

Nick

Dear zuzanahrstkova111,

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.

My temporary account has expired within 30 days. Since I don't have a bankID, I called support, where of course no one answered, I also sent a copy of the OP, but they rejected it.

Vypršela mi platnost dočasného účtu ve lhůtě 30ti dnů. Jelikož nemám bankID volala jsem na podporu, kde mi to samozřejmě nikdo nebral, posílala jsem i kopii OP, to mi zamítli.

Hello zuzanahrstkova111,

Is there any e-mail communication between you and the casino regarding your complaint which you could forward to nikolas.b@casino.guru?

Dear zuzanahrstkova111,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.