Play Fortuna Casino: 21.11.2025 funds withdrawn to a closed card
Complaint from csr777 to Play Fortuna casino dated 11/24/25
I won a pretty big amount and started withdrawing money to my card – everything was more or less normal, they paid about 100,000 RUB once a day. On 20.11 I request another payout of 100,000 RUB (the casino splits it into 2 payouts of 50,000 RUB), on 21.11 I get a block under 115-FZ on the card to which the payouts are set (but the payouts are still in processing status). I immediately write to support asking to cancel the payouts and inform them that the card is blocked (you can’t transfer funds to a blocked card, the bank simply won’t allow it), to which I get the answer that this is impossible, wait for the final operation status, everything will be returned to the account (okay I wait). On 22.11 I receive an email that 1 of the 2 operations was successfully processed (for 50,000 RUB that the funds were sent successfully, though how is unclear since the card is blocked). I immediately write in the chat where they tell me to wait, the funds will be returned to the account (I attached screenshots). Okay I wait. 23.11 I get an email about the 2 out of 2 requests that the transfer failed and the funds are returned to the account, I immediately write in the chat where they tell me that everything is okay, for 1 request the funds were credited, we don’t know anything (although before they wrote that the funds would be returned), then they demand a statement which I cannot get – they blocked my app and access to online banking under 115-FZ. In short, I’m asking for some help in this situation, maybe the casino can send a request to the payment processor for them to check. It’s just unclear how 1 payment went through to a blocked card and the second did not, which is very strange.
Discussion process (11)
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Claims against Play Fortuna casino
Publication details
| Parameters | Posted on our site |
|---|---|
| Date added | November 24, 2025 at 10:31 AM |
| Last revision | December 16, 2025 at 9:52 PM |
| Views | 221 |
Complaint Author
| Parameters | Play Fortuna casino complaint prepared and published |
|---|---|
| Published by |
4LUCK
Publisher
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| Complaint Author |
csr777
[email protected]
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| Fact-checked |
VyacheslavLenin
Complaint Specialist |
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Complaint sent to the casino
Hello.
2 @csr777 , your request has been received, but according to our information the first payout of 50k RUB was still successfully made to your details. If you claim otherwise, we can open a dispute with the payment service.
For that we will need a statement for your card, even if the account is blocked the bank is obliged to give you a statement upon request, but most likely you will need to visit a bank branch and get a printed copy on paper.
Regards, Play Fortuna
Okay, I’ll stop by the bank and try to get a printout tomorrow
@playfortuna Good day, you were right, at the bank office they made a printed copy of the statement – should I upload the photo to the support chat?
Yes, please write to our support chat or to the email help@ playfortuna. com
I wrote in the support chat, waiting for a decision. I’ll report back with the results
As of 29.11.25 there’s still no response from the casino regarding the refund.
@playfortuna Good afternoon, do you have any news on resolving this issue?
Hello, this request is still in progress.
There is confirmation that the funds did not reach the player’s card and were returned to the sender.
csr777 – you now need to go into the transaction history on our project and retrieve the funds for this request.
Thanks everyone, case closed.
Good afternoon, funds received. Issue resolved. Thank you.
Complaint resolved