Play Fortuna Casino - Igrač je uspio otvoriti račun iz ograničene zemlje.

I played in that casino in June and won but when I wanted to check the casino page some days later I could not open the page any more. There was just a message

"This internet site is not accepting visitors from Your country. If you have questions, please contact support help@playfortuna.com"

I contacted support per email and casino requested documents to verify my account: ID, selfie with ID and selfie with casino page. I sent my ID and selfie with ID but there was no possibility to make the selfie with casino page because I could not open the casino. I explained that problem many times and made screenshots of the error and finally I got another email

"Unfortunately, you can not play in our casino any more. Your country is in the list of Prohibited Countries in our casino. To withdraw money, we ask you to go through full verification." There was a request for a selfie with casino page in the background again and I had to explain again that I can not open the casino page. After casino asked me for my bitcoin address And I thought that the problem should be solved but I got only my deposit amount back. After I there were many emails with casino. I was getting same requests to verify my account and to make the selfie with casino page. In the end I got this reply

"Your deposit has been returned to you. The casino security service

announced that there will be no more withdrawals. Your country is on the banned list. Also intersections were found on your account!

From the casino rules:

5.4. On the Website of the Casino can be registered only 1 (one) game account for one Player, IP, mailing address, computer or any other device.

4.9.4. entry or attempt to collude, and / or intention directly or

indirectly participate in any collude scheme with another player (s) in

order to commit acts that could lead to a violation of these Terms and

Conditions;"

So it looks like casino finally found some stupid reason not to pay me. I was completely disappointed with that casino. It was the worst experience I had. I am note sure you can help me but maybe it will help the others not to deal with that casino.

Dear Hanuman,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://playfortuna.com/en/display/terms:

"4.4. The Casino prohibits the registration of a game account and / or making any monetary means to Players who are citizens, reside and / or live in the following countries (hereinafter referred to as "Prohibited Countries"):

British Indian Ocean Territory, Bulgaria;

China, Cyprus, Crimea;

Estonia;

France;

Germany;

Hungary;

Iran, Italy;

Latvia;

Malta, Montenegro;

Netherlands;

Spain, Sweden;

The Democratic People's Republic of Korea, The United States of America;

Turkey;

Ukraine, United Kingdom;

Venezuela.

Further, without limitation to the above, access to the Casino Website may be restricted for citizens with passports/other identity documents issued by authorities from certain territories and formations, which are not recognized by Republic of Cyprus (i.e. DPR, LPR, Republic of Abkhazia, Pridnestrovian Moldavian Republic, Turkish Republic of Northern Cyprus, Republic of South Ossetia etc)."

Since there is no possibility to register an account from a restricted country (see the screenshot below), I would like you to advise which country you have chosen when opening your account. Could you please forward your casino account details?

Additionally, could you please confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account. Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

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

Best regards,

Petronela

Thank you very much, Hanuman, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Hanuman.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Hanuman.

I am very sorry about the situation, but Play Fortuna casino team has provided us with relevant proofs sustaining their claims. Unfortunately, I am forced to reject your case.

Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Let me know if you have any questions or require further assistance.

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru