Fortune Lounge Casino - Povlačenje igrača je odloženo i račun je zatvoren.

I am an Australian player who requested a withdrawal of $1000 on or around 31 December 2025 (New Year's Eve) from Fortune Lounge Casino (previously known as Slottie under the same operation). The withdrawal was initially marked as approved/pending and then changed to 'done' status, which the casino described as the step before actual transfer of funds.

Since then (now over 3 months later, as of March 2026), I have received no payment despite repeated follow-ups via live chat. The casino has provided ongoing excuses, including:

Banking issues preventing cashouts

High volume of withdrawals causing delays

Need to 'get cashouts back on track' and process overdue ones

Recent messages stating they are 'working on resolving this' but the team is not responding to repeated messages on the same issue

After threatening to report the issue (to regulators or review sites), my original account was immediately blocked/disabled without explanation, preventing further access or direct contact. I had to create a new account just to reach support again. In one response, support stated they 'didn't care' if reported because they have 'heaps more players.'

I have attached full screenshots of:

Withdrawal confirmation and status changes

All relevant live chat conversations showing approvals, excuses, and lack of progress

The account block notification

No bonus was involved in this win – it was from regular play after a deposit. I have previously withdrawn successfully from this casino (when it was Slottie), but issues started after the rebrand/ownership changes. My account was fully verified prior to the withdrawal request.

I kindly request Casino Guru's assistance in investigating this delay/non-payment and pushing for resolution. Thank you.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fortune Lounge Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please provide more details regarding the status of your verification? Which documents have you provided to the casino for this purpose?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for getting back to me and for looking into my complaint about Fortune Lounge Casino.

I have been a player at the casino since it was even called pokizino. So it would be atleast since 2022. They disabled my account around the end of January/ start of Feb when i threatened that I would report them.

I was playing a slot game from the provider aristocrat.

And for verification for my first account I sent through everything they asked for, such as a photo of my licence and another photo with my face holding my licence next to it. And I did the same thing for the new account that I had to make after they blocked my other one.

Thanks for the explanation.

When was your original account blocked? What was the reason it was blocked?

When have you registered a new account?

Please let me know.

I first noticed it was disabled on the 31st of January 2026 with no explanation. When I made my new account I asked them why i was blocked and they said its because I threatened to report them for not giving me my money. I made the new account on the same day.

Thanks for the explanation.

Please note that almost all online casinos prohibit the use of duplicate accounts, including this one:

7. By using this platform you agree that you have not used a duplicate account to abuse bonus offers. Only at our discretion will we allow you to use multiple accounts.

I strongly recommend not making deposits, as breaking this rule might be used later to confiscate any potential winnings.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Brju1997,

I sincerely regret to learn that your account has been blocked. Please rest assured that I will reach out to the casino immediately and strive to resolve this matter as swiftly as possible. Additionally, I would like to extend an invitation to a representative from Fortune Lounge Casino to join this discussion and assist in addressing your complaint.

Dear Fortune Lounge Casino,

could you kindly explain the reason for the player's account being blocked? It would be greatly appreciated if you could also provide any relevant evidence. You may either submit your statement and evidence here or send it to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance in this matter.

Kind regards,

Jana

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

So what happens if the complaint gets gets closed and marked as unresolved? Where do I go from there? Do I open a new one or ?

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana