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Play Fortuna doesn't pay me Since 09/30 I requested a redemption of R$ 1,300.00. The amount appears as processed by the casino but has not been paid. Before the casino makes a statement, I'm letting you know that my document verification in the name of (VitorJunior) is in order and that I've already spent more than BRL 2,000.00 after this redemption request. The support says that it is wrong and that I am entitled to receive it, but they say that I need to wait for the analysis of the financial sector to receive it. SO MY FRIEND IF YOU PLAY PLAY AT ANOTHER CASINO BECAUSE EVEN EVERYTHING IS RIGHT ON PLAY FORTUNA https://playfortuna.com/login you don't receive.

Play Fortuna não me paga Desde o dia 30/09 que solicitei o resgate de R$ 1.300,00. O valor consta como processado pelo casino porem não foi pago. Antes que o casino se pronuncie ja estou avisando que minha verificação de documentos no nome de ( VitorJunior ) esta em ordem e que ja gastei mais de R$ 2.000,00 após essa solicitação de resgate. O suporte sae que esta errado e que eu tenho direito de receber, porem falam que preciso aguardar a analise do setor financeiro para receber. ENTÃO MEU AMIGO SE FOR JOGAR JOGUE EM OUTRO CASINO PORQUE MESMO ESTANDO TUDO CERTO NO PLAY FORTUNA https://playfortuna.com/login você não recebe.

Hello Vitorio,

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

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi, here are the answers:

Could you let me know since when your account is fully verified? MY ACCOUNTS, CARDS AND DOCUMENTS ARE FULLY VERIFIED BY THE CASINO

Did you accumulate your winnings with real money or use a bonus? REAL MONEY, NOT BONUS.

When was the last time you spoke to the casino and what was it about? I AM TALKING DAILY ABOUT THE PROBLEM OF THE WITHDRAWAL THAT DID NOT OCCUR AND THE ANSWER IS ALWAYS THE SAME ( WAIT BECAUSE THE FINANCIAL SECTOR HAS NOT RESPONDED YET).

Ola, seguem abaixo as respostas:

Você poderia informar desde quando sua conta é totalmente verificada? MINHAS CONTAS, CARTÕES E DOCUMENTOS ESTÃO TOTALMENTE VERIFICADOS PELO CASINO

Você acumulou seus ganhos com dinheiro real ou usou um bônus? DINHEIRO REAL, NÃO FOI BÔNUS.

Quando foi a última vez que você falou com o cassino e sobre o que era? ESTOU FALANDO DIARIAMENTE SOBRE O PROBLEMA DO SAQUE QUE NÃO OCORREU E A RESPOSTA É SEMPRE A MESMA ( AGUARDE PORQUE O SETOR FINANCEIRO AINDA NÃO RESPONDEU).

Hello Vitorio,

Can you please clarify since when is the account verified? You did not answer to that in your last post.

Hello. My account has been verified since 08/02 and has no pending issues. But that's not my problem. I have already received deposits after this requested on 09/30. There was an error in the payment of this amount of R$ 1,300.00 and the financial sector cannot resolve it.

Ola. Minha conta esta verificada desde o dia 02/08 e não possui pendêndecia nenhuma. Porem o meu problema não é esse. Eu ja recebi depositos apos esse solicitado no dia 30/09. Foi algum erro no pagamento desse valor de R$ 1.300,00 e o setor financeiro não consegue resolver.

Thank you Vitorio for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Vitorio,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Play Fortuna Casino to join the conversation and participate in the resolution of this complaint.

Dear Play Fortuna Casino,

Can you please provide an update on the status of the player's withdrawal?

Best wishes,

Tomas

Hello @Vitorio,

Sorry for the bad case. We can see that your payment was processed for a long time and eventually declined. Today we will repeat the payment and it should be successfull. 

Best regards, Play Fotuna team

Hello. The payment has already been processed and is already available in my account. Thanks

Ola. O pagamento ja foi processado e ja esta disponivel em minha conta. Obrigado

Dear Vitorio,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Tomas