Fortuna Casino SK - Die Spielerin kann ihre Gewinne nicht abheben.

Good day,

They do not respond to my emails at all and do not communicate with me. I have € 600 cash to withdraw from them. I was already desperate. Well thank you.

dobrý deň,

vôbec nereagujú na moje emaily a nekomunikujú so mnou. mám u nich hotovosť pre výber vo výške 600€. už som zúfala. Ďakujem.

Dear Katarína,

Thank you for submitting your complaint. I am sorry for your negative experience. I would like to know if you tried to contact the casino by phone as well. Telephone support should be available Mon-Sun: 08:00 to 20:00 on +421 2 5788 4290.

I also checked the deposits and withdrawals section (https://www.ifortuna.sk/cms/hracsky-ucet/vklady-vybery/vybery#/) and found that there is a personal withdrawal option at each branch. Wouldn't you consider using this option as well?

I'm looking forward to your reply.

Kristina

Milá Katarína,

Ďakujeme vám za odoslanie sťažnosti. Mrzí ma Vaša negatívna skúsenosť. Zaujímalo by ma, či ste skúsili kontaktovať kasíno aj telefonicky. Telefonická podpora by mala byť k dispozícii po-ne: 8: 00-20: 00 na čísle +421 2 5788 4290.

Tiež som skontrolovala sekciu vkladov a výberov (https://www.ifortuna.sk/cms/hracsky-ucet/vklady-vybery/vybery#/) a zistila som, že je k dispozícii možnosť osobného výberu na každej pobočke. Nezvážili by ste využiť aj túto možnosť?

Teším sa na vašu odpoveď.

Kristína

Dear Katarína,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.