Fortune Play Casino – generel debat (side 2)

Hej,

Jeg indløste en værdikupon på hjemmesiden "Fortune Play" og vandt 4.000 euro.

Jeg gennemførte også bonussen og ville hæve den. Efter at have bekræftet min identitet, modtog jeg en e-mail tre dage senere, der sagde, at jeg havde overskredet omsætningsgrænsen, og at alle pengene var væk. Omsætningsgrænsen var €5.

Jeg overholdt også indsatsgrænsen strengt, men jeg var ikke klar over, at disse €5 gjaldt for den samlede indsats. Jeg troede, det var basisindsatsen. Så jeg spillede "San Quentin 2" med en basisindsats på €0,20, men en samlet indsats på €9 (fordi to bonussymboler altid vises). Jeg endte med at vinde €3.800 (jeg har også en video om det).

Jeg skrev så til support, men de sendte mig kun afsnittene.

Da det virkelig var en misforståelse, og jeg ellers har holdt mig til indsatsgrænserne, ville jeg spørge, om det ville være muligt at få i det mindste en delvis udbetaling som et tegn på god vilje.

Jeg skrev en e-mail til casinoet, men jeg tvivler på, at de vil svare eller imødekomme mig.

Opdatering: Jeg modtog en e-mail, hvor der stod, at der selvfølgelig ikke var mere, de kunne gøre.

Med venlig hilsen

Škalac

So did you bet many times over the max limit?

If so, there is really not much even we could do in such a situation, unfortunately. 🤷‍♀️

We actually helped many players who bet over the limit, but it was really an innocent mistake, you know.

Hej folkens!

Har nogen af ​​jer erfaring med casinoet fortuneplay.com?

Jeg venter på en udbetaling på €1.000 der, og indtil videre er der ikke sket noget. Jeg anmodede om udbetalingen den 19. oktober omkring kl. 6:30. Jeg ved, det kan tage op til 72 timer, men jeg ville gerne vide, om nogen har erfaring med dette, og om jeg kan stole på, at de udbetaler sikkert. Jeg har ikke haft problemer med noget dama casino indtil videre, men man ved aldrig. Jeg er taknemmelig for ethvert svar.

Hey.

Did the casino ask you to verify your account, or is it not needed?

Also, is there any information in your account regarding your withdrawal?

Den første udbetaling blev godkendt, derefter stoppede udbetalingerne. Chatrådgiveren fortalte mig først, at der ikke var nogen hindring for udbetalingen. På et tidspunkt kom en ny forklaring om, at jeg skulle opfylde et 3-dobbelt omsætningskrav for mine egne penge, men de sagde ikke, hvad de mente med det. Nu havde de fjernet deres e-mail-svar fra beskedtråden. Ville myndighederne hjælpe med at håndtere sagen i denne sag?

Hi. I have a few questions about your case and situation, and then we can see where things go from there.

You mentioned that your first withdrawal was approved. Does that mean you actually received the money from the casino?

The other thing I’m interested in is that you said one agent initially told you that everything was fine and that you could continue withdrawing, but later the casino told you that you had to wager your deposit three times. This is relatively common in casinos these days, and it is often stated in their terms and conditions. However, it’s possible that there was some misunderstanding. Did you not understand why you had to do this, or what exactly you were supposed to do? Could you explain it a little more?

Usually, it means that you have to wager your latest deposit a certain number of times, and once you complete the requirement, the funds should become fully withdrawable.

Regarding the email, I’m not sure which thread the casino deleted it from. Could you clarify that for me? Were you communicating with the casino privately somewhere, or are you saying that the casino deleted one of its own messages or posts here on our forum?

If you’re not sure what to do next and the casino isn’t helping you, you can file a complaint with us before going to the licensing authority. I think that would probably make more sense, as you would likely have to wait much longer if you went directly to the authority. What do you think?

Ja, min første udbetaling blev godkendt, men da jeg prøvede at hæve anden gang, sagde de, at det var et omsætningskrav og en bonusbetingelse. Jeg taler ikke engang godt engelsk, så jeg forstår ikke betingelserne. Pengene kom ind på min konto gennem et NYLO-team. Jeg prøver at hæve igen, det gennemgår en proces, lad os se, hvordan det går. Kundeservicerepræsentanten på chatten sagde faktisk, at der ikke var nogen hindring for at hæve, men det endte anderledes. Svarene blev slettet fra e-mailen et sted, tilsyneladende af denne kundeservice, som alle spillesider har. Jeg prøvede også at lukke kontoen, men de forstod det ikke, måske er det her, det starter efter de eksterne vanskeligheder.

If you continue to have issues with the withdrawal, closing your account, or anything else, and you can’t make any progress because the casino is ignoring you or you’re unable to resolve the situation, you can always open a complaint with us.

However, if there are things that you don’t fully understand yourself, then it can be a little difficult for me to understand the situation as well, because there may be some important details that I’m missing.

Of course, customer support should always provide you with the most accurate information possible. If one agent tells you that your funds are available for withdrawal, I would naturally understand that to mean you can withdraw them. But if they then suddenly tell you that the funds are subject to wagering for some reason, that’s completely different information. In that case, you may not be able to withdraw the money if you’re using a bonus or have an active bonus, or you may need to complete deposit wagering first.

So, I think it’s important to clarify whether there is an active bonus attached to your account and whether any wagering requirements still apply, or whether all the funds in your balance are real-money funds that are fully available for withdrawal.

Nu er der et problem, da jeg ville downloade og spille et spil som Lyckycapone, og jeg ikke kan få min konto bekræftet, uanset hvad jeg gør. Bekræftelsen på hjemmesiden virker ikke, og jeg har kontaktet kundeservice om det, men de virker ikke interesserede. Det er lidt irriterende, når jeg har sendt dem billederne via e-mail, men de virker ikke interesserede. Hvad gør jeg, når jeg prøver at hæve? Det virker ikke uden den bekræftelse?

Alright, did the casino actually ask you to complete verification, or did you send them some documents on your own because you wanted to get verified?

That distinction is important. If the casino specifically requested KYC from you, but there’s no way for you to complete it either through the website or by email and they’re simply ignoring you, then that’s definitely something they should address.

If the casino requires verification and you haven’t successfully completed it yet, then your withdrawal will most likely not be processed until you do. On the other hand, some casinos don’t require verification immediately and may allow withdrawals without KYC.

So for now, we mainly need to clarify whether the casino actually requested verification from you and whether they’ve given you any way to complete it.

De har faktisk ikke spurgt, men engang svarede de, at de ville give dem tid til at tjekke de dokumenter, jeg sendte. Alligevel fik jeg en besked om, at jeg skulle bekræfte via den hjemmeside, men bekræftelse derigennem er ikke mulig. Det er også mærkeligt, at når de sender beskeder, er det altid en anden persons navn, og der er 7 beskeder angiveligt fra supportteamet. Det er tydeligt, at de prøver at få mig til at bruge de bonusspil, så de kan begynde at genbruge pengene. Jeg har ikke spillet gratis spil, men jeg har overført €40 til min spilkonto, og nu når jeg prøver at hæve €100, blokerer de det med vilje.

If they’re reviewing your documents and you’re going through the verification process, then you’ll need to complete it successfully.

Sometimes there’s no need to ask about verification in advance, as casinos will usually request it themselves when necessary. So in this case, you may have made things a bit more complicated for yourself than needed.

How long has the whole situation with the KYC and the withdrawal been going on?

3 dage

Jeg har ikke selv gjort noget, de beder mig om at vente, og når jeg venter, får jeg en besked om, at jeg ikke har hørt noget fra dem huh.huh.

Three days isn’t that long yet, I’d say. We generally give casinos up to two weeks to complete KYC and process a withdrawal.

So if nothing changes by then and the casino still hasn’t provided any update, definitely come back and we’ll try to help.

I also don’t think you need to keep contacting the casino every day. Once they review your documents or have something new to tell you, they should get back to you. You can also keep an eye on your casino account to see whether the verification status changes there.

Constantly messaging support often just results in the same generic replies, because if they haven’t reviewed the documents yet, they simply won’t have any new information to give you. So for now, I’d give them a bit more time.

De sender beskeder hver dag for at downloade bekræftelsen på hjemmesiden, men når jeg svarer at det ikke virker, går der en dag før det bliver åbnet igen, men når jeg tager et billede, står der "Kontakt venligst kundeservice, fejl." Jeg har dog sendt billederne via e-mail.

Sure, I think we’ve already talked about this before.

It’s good that you’re going to handle it this way if it can’t be done directly on the casino’s website. If the casino continues making things difficult for you and doesn’t provide any solution, then submitting a complaint with us is an option, as I already mentioned in my previous posts.

Jeg kan ikke gøre noget, og jeg venter spændt på at se, hvad de gør, og tak på forhånd!

Der sker ikke noget med spillearrangøren, de accepterer ingen af ​​de dokumenter, jeg har sendt. Nu vil Telia sikkerhedstjeneste ikke give mig adgang til hele siden, fordi den er blevet defineret som en fupside. Det er der, mine penge skal hen, jeg ville have hævet €100, men de blokerer den bare, og nu kan jeg ikke engang prøve. Var det det?

Given the problems you’re having, I’d recommend submitting a complaint with us. I’ll leave you the link here.

Describe the whole situation to our complaint team, including the problems with the verification and withdrawal, and they’ll take a closer look to see whether they can assist. Hopefully, they’ll be able to help.

I think this would be a better step than simply continuing to wait without knowing whether your verification will be completed or when you’ll actually be able to withdraw your money.