Fortunazo Casino - Τα κέρδη του παίκτη κατάσχονται και ο λογαριασμός του ελέγχεται.

Hello, I am filing this complaint against Fortunazo because they have frozen my winnings of $2,120,998 CLP. Online support vaguely accused me of "suspicious activity" without providing any evidence. I have submitted all my documentation for identity verification (KYC) on two separate occasions. The official support email ( [email protected] CasinoGuru has completely ignored me for 14 consecutive days. I strictly comply with all platform rules: I have a single account and always access it from my own mobile phone. I request CasinoGuru's intervention to have the operator verify my profile and release my legitimate funds.

Hola, presento esta queja contra Fortunazo porque mantienen congelado mi saldo ganado de $2.120.998 CLP. El soporte en línea me acusó vagamente de "actividad sospechosa" sin dar ninguna prueba. He enviado la totalidad de mi documentación para la verificación de identidad (KYC) en dos ocasiones distintas. El correo de soporte oficial ([email protected]) me ha ignorado por completo durante 14 días consecutivos. Cumplo estrictamente con todas las normas de la plataforma: tengo una cuenta única y accedo siempre desde mi propio teléfono celular. Solicito la mediación de CasinoGuru para que el operador verifique mi perfil y libere mis fondos legítimos.

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 Fortunazo 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 restricted?
• Have you passed account verification? Which documents were you asked to provide during the verification process?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Which bonus have you activated and played?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Good day Tomás, I'll answer your questions:

1. I entered the casino on 09-06-2026.

2. No, that's precisely the issue they've indicated is "in process" since June 12, 2026. They requested a copy of both sides of my ID card, a bank statement showing transactions between May 12, 2026, and June 12, 2026, a selfie holding my ID card, and a sheet of paper with my name, RUT (Chilean tax ID number), and the phrase "Para Fortunazo" (For Fortunazo). All of this was sent as requested.

3. I only played sports betting.

4. I activated the 80% "third deposit" bonus after depositing 150,000 CLP. The bonus had a 7x rollover requirement, which was clearly met by their conditions: odds of 1.80 or higher for accumulator events and odds of 2.0 for single events.

Thank you again, and I will send the requested screenshots to the email address provided.

Buen día Tomás, paso a responder tus preguntas:

1. Ingresé al casino el 09-06-2026.

2. No, justamente es ese tema el que me indican que están "en proceso" desde el 12-06-2026. Me pidieron cédula de identidad por ambos lados, Cartola del banco con movimientos entre el 12-05-2026 al 12-06-2026 y selfie sosteniendo cédula de identidad más una hoja donde aparecía mi nombre, RUT y la frase "Para Fortunazo". Todo ello fue enviado tal como lo solicitaban.

3. Jugué solo a apuestas deportivas.

4. Activé bono de 80% "tercer depósito" habiendo depositado 150.000 clp. El bono tenía un rollover x7 el cuál fue claramente superado con las condiciones que ellos pedían. Cuota 1.80 o superior en eventos combinados y cuota 2.0 en eventos individuales.

Agradecido nuevamente y enviaré capturas de pantalla solicitadas al correo indicado.

Good afternoon, I've attached screenshots as evidence that the account is verified. However, when I try to withdraw funds, it says "account blocked" and support isn't working. Sincerely,

Buenas tardes, adjunto pantallazos de evidencias en dónde se aprecia claramente que la cuenta está verificada. Sin embargo, al momento de querer retirar arroja "cuenta bloqueada" soporte no funciona. Atte.

It's worrying and a sign of fraud that while deposits and betting are fully operational, withdrawals are not possible due to "lack of advanced verification." I've been waiting since June 12, 2026, for them to process this, even though I submitted everything requested on time and correctly. Images are attached.

Preocupante y signo de estafa es que tanto las acciones de depósito y apuestas se encuentra totalmente operativo, siendo el retiro no posible por "falta de verificación avanzada" me encuentro esperando desde el 12-06-2026 que gestionen ese proceso. Ya que se envió TODO lo solicitado en tiempo y forma. Adjunto imágenes.

As proof of the above, yesterday I placed 4 bets (2 wins and 2 losses) just to have evidence of the case. As a result, my balance increased from CLP$2,120,998 to CLP$2,234,998. I have attached images of the bets and my new balance.

Muestra de lo anterior, ayer realicé 4 apuestas (2 ganadas y 2 pérdidas) sólo para tener evidencias del caso. Ante esto mi saldo aumentó de $2.120.998 clp. A $2.234.998 clp. Adjunto imágenes de apuestas y nuevo saldo.

I was instructed in the forum thread to indicate that Fortunazo sent me a verification email from [email protected] This is outrageous and confusing. My documents were sent to both addresses: my bank statement showing transactions from May 12, 2026 to June 12, 2026, a photo of both sides of my ID card, and a selfie holding my ID card and a blank sheet of paper that said "for Fortunazo" and was dated June 12, 2026. I've attached screenshots requested for the KYC verification process for my Fortunazo account, sent from Parimatch on June 13, 2026. It's crystal clear they're working together.

Me indicaron en el hilo del foro que indicara que Fortunazo me envió correo de verificación desde [email protected] lo cual resulta indignante y confuso. Se mandó a ambas direcciones mis documentos: Cartola de mi cuenta bancaria con movimientos desde 12-05-2026 a 12-06-2026, foto de cédula de identidad por ambos lados y selfie sosteniendo cédula de identidad y una hoja en blanco que decía "para Fortunazo" y con fecha 12-06-2026. Adjunto pantallazos solicitados para proceso de verificación KYC para mí cuenta en Fortunazo enviado desde Parimatch, el 13-06-2026. Queda clarísimo que operan juntos.

Dear Sir/Madam, good afternoon. The following has occurred: when I pressed the withdrawal button, it took me to a new page indicating: "Withdrawal is not currently available. Please try again or contact support." In less than 20 minutes, I tried again and it again gave me the following message: "Your account is blocked." Please contact support for assistance.

This irregular situation, combined with all the previously mentioned issues, truly warrants a serious investigation. Their support is useless; they only send automated messages using bots.

I request that you resolve my issue and allow me to withdraw the money I legally obtained from bets. Screenshots are attached.

Thank you so much.

Estimados; buenas tardes, ha ocurrido lo siguiente: al apretar el botón retirar me envió a una nueva página indicando: "el retiro no está disponible actualmente. Inténtalo denuevo o contacta con soporte" en menos de 20 minutos volví a intentar y me arroja nuevamente lo siguiente: "Tú cuenta está bloqueada" Por favor contacta al soporte para obtener ayuda.

De verdad que la situación de irregularidad, sumado a todas las anteriores mencionadas, es para que realicen una seria investigación del tema. Soporte no sirve para nada, ya que, envían sólo mensajes automatizados, con bots.

Ruego puedan solucionar mi problema y poder retirar mi dinero obtenido lícitamente en las apuestas realizadas. Adjunto capturas de pantalla.

Muchas gracias.

Thanks for your updates.

Do I understand correctly that you used a payment method that doesn't belong to you when you deposited in the casino? Does the bank account belong to your father, but not you?

Please let me know.

Of course, Tomás, because we both use that account. I have the Banco Falabella app linked to my fingerprint, which proves my access and is validated with all the documentation sent to the casino: a simple power of attorney in my father's handwriting, a copy of both sides of his ID card, and a selfie of him holding his ID card, plus the power of attorney letter clearly stating that he is fully aware of all account transactions and that, moreover, it belongs to both of us. I used it precisely because the payment gateway was having problems processing my Scotiabank Chile debit card, a personal account. However, the casino successfully debited the deposits through their payment gateway, Monnet Payments, which they use in Chile, with my Banco Falabella account. So what's the problem with validating my account in 28 days? That's misappropriation, which is to say, a crime defined in the Chilean Civil and Criminal Code. In simple terms, it's fraud, both of the money collected and of the winnings from successful sports bets.

I'll be waiting for your reply, and thank you very much.

Yes, if I need to attach more evidence, they've asked me to, since we have everything ready to initiate criminal proceedings against the payment gateway and Fortunazo.cl. If they release the withheld funds today, Monday, July 6th, my father and I will refrain from filing the lawsuit. Patience has its limits, and I was ignored for 28 days without a satisfactory response.

Sincerely

Claro Tomás, porque esa cuenta la utilizamos ambos. Tengo la app de Banco Falabella asociada a mi huella dactilar, lo que comprueba mi acceso a ella y validada con toda la documentación que se le envío al casino: Poder simple de puño y letra de mi padre, cédula de identidad por ambos lados de él y selfie sosteniendo cédula de identidad más la carta poder en dónde se indica claramente que el está en pleno conocimiento de todos los movimientos de la cuenta y que por lo demás es de ambos. La utilicé justamente, ya que, la pasarela de pagos presentaba fallas al procesar con tarjeta de débito Scotiabank Chile, cuenta personal. Sin embargo, el Casino debitó de manera exitosa los depósitos mediante su pasarela de pago Monnet payments con la cuál operan en Chile, con mi Banco Falabella, ¿Entonces cuál es el problema para validar mi cuenta en 28 días? Eso es apropiación indebida, vale decir un delito tipificado en código civil penal chileno. En palabras simples estafa, tanto del recaudo del dinero y de las ganancias propias de apuestas deportivas exitosas.

Quedo atento y muchas gracias.

Sí debo adjuntar más evidencias me las pide, ya que tenemos todo listo para iniciar la demanda procesal penal, en contra de la pasarela de pagos y Fortunazo.cl. Si liberan durante el día de hoy lunes 06 de julio los fondos retenidos, nos abstendremos con mi padre, de ingresar la demanda. La paciencia tiene un límite y fuí ignorado 28 días, sin una respuesta satisfactoria.

Atte.

It's past midday, and there's still no solution.

Ya pasado el medio día, ninguna solución.

Did the counter reset? Seven more days? And the casino isn't responding? I've been dealing with delays and misappropriation of my funds for 28 days.

I'll be waiting.

Se reinició el contador? 7 días más? Y el Casino no responde? Llevo 28 días con dilación y apropiación indebida de mis fondos.

Quedo atento.

Thanks for your patience.

I went over the information you provided via email.

Contrary to your bank statement from Scotiabank Chile, which is in your name, there is no name on the bank statement from Banco Falabella.

If the contract is not in your name, we are powerless to ask the casino to verify your account or argue that you haven't breached the rules of the casino, regardless of your accessing the bank account using your fingerprint or any power of attorney.

From our fair gambling codex: https://casino.guru/guide/fair-gambling-codex-for-players

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations. If you plan to use a bank account of which you share ownership with someone else (i.e. a joint account), you should always check if this is allowed with the casino before you do so.

Please let me know if you are listed as the beneficiary of the account in the contract with your bank, and let me know if you would be able to supply such evidence if requested.

Thanks in advance for your reply and understanding.

My email is [email protected]

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Vicverg14,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas