Mr Fortune Casino - Se niega el retiro del jugador.

Good afternoon, I've had a problem with this casino. It turns out I bet with a five-euro bonus, and when I managed to use the whole bonus and made a withdrawal of 150 euros, they sent me an email saying they reject my withdrawal and wouldn't give me back the money. They are liars and deceitful because every time I made a deposit and they offered free spins, I always had to claim them, and now they don't want to return my money. I've always had issues at the time of depositing.

Buenas tardes he tenido un problema con este casino resulta que aposté por un bonus de cinco euros y cuando he conseguido todo el bono y hizo un retiro de 150 euros me enviaron un email diciendo que me rechazan y que no me devolverán el dinero son unos mentirosos y unos falsos porque cada vez que hacía un depósito y te ponían que tenías giros gratis tenía que siempre reclamarlos y ahora no me quieren devolver mi dinero y siempre e tenido problemas a ls hora del diposito

Dear M0renitah24,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I see that the casino accused you of breaching the maximum allowed bet. I checked the bonus T&Cs and I found this:

3. Betting more than €4.00 per spin or 10% of the received bonus amount (the smaller of the two). For a received bonus amount of less than €2.00, the allowed maximum bet is €0.20.

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Dear M0renitah24,

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.