Joe Fortune Casino - Os ganhos do jogador foram confiscados e a conta encerrada.

I deposited and played normally at Joe Fortune. After winning $500, I requested a withdrawal. The casino cancelled the withdrawal, confiscated the winnings, refunded only my deposits, and disabled my account without warning.

When I attempted to contact support, I discovered my account was already locked. Support later told me I had violated "clause 6.2" but refused to explain what rule I supposedly broke or provide any evidence. I was never given a reason for the account closure or the confiscation of my winnings.

I played legitimately, did not use bonuses, and did not break any rules. The casino has not provided any proof of wrongdoing and has not justified voiding my winnings.

I am requesting that Joe Fortune (operated by Ridley Media N.V.) either pay the $500 I legitimately won or provide clear evidence supporting their decision. At the moment, they have provided neither.

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Dear joedoh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you pass the verification before your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• 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 jean.s@casino.guru or post screenshots here.

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

Best regards,

Jean

Dear joedoh,

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.

Hi Jean,

Thanks for getting back to me. Here are the answers to your questions:

• Verification:

I did not complete verification because my account was disabled before I had the chance to submit any documents. I was locked out without warning immediately after the casino cancelled my withdrawal.

• Games played:

I only played standard slot games. No live casino, no table games, and no sports betting.

• Bonuses:

I did not use any bonuses. All gameplay was with my own deposited funds.

• Communication with the casino:

I do not have screenshots of the initial quick‑chat conversation because Joe Fortune’s website does not save chat history once the window is closed. In that chat, they told me my account had been disabled due to a supposed violation of "clause 6.2," but they did not explain what rule I allegedly broke.

I also contacted them by email, and they told me they would respond within 24 hours. It has now been 8 days with no reply.

• Attached files:

I have attached screenshots showing:

– My withdrawal requests

– The withdrawal failure

– The automated message stating they would respond within 24 hours

Please let me know if you need anything else.

Hello joedoh,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, joedoh.

Since it has been two weeks, did you receive any response from the casino? Please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hi Jean,

No, I still haven’t received any response from the casino. I first contacted them on the 20th of May, and it is now the 16th of June, so it has been almost four weeks with no reply at all.

Dear joedoh

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barborka, (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Joe Fortune Casino representative to join this conversation.

Dear Joe Fortune Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear joedoh,

I have tried to contact the casino multiple times but have not received any response. Unfortunately, without the casino's cooperation, we are unable to investigate the matter further or help resolve your complaint. For this reason, I will now close the complaint as unresolved.

I understand this is not the outcome you were hoping for. However, unresolved complaints negatively affect the casino's Safety Index, which may encourage the operator to address similar issues more responsibly in the future. Should the casino decide to cooperate at any point, we will reopen the complaint and notify you by email.

Since the casino operates under a Curaçao license, I also recommend submitting a complaint to the Curaçao Gaming Control Board by emailing complaints@cga.cw.

Although the regulator states that it does not mediate disputes between players and operators, submitting a complaint is still worthwhile, as multiple reports may lead to increased regulatory scrutiny or other action against the operator.

When submitting your complaint, please make sure to include the name of the casino's operator, as complaints without this information may not be considered. You can also find guidance on how to submit a complaint to the regulator here: https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with submitting your complaint or if you receive a response from the regulator, please don't hesitate to contact me at barbora.p@casino.guru.

I sincerely hope your issue will eventually be resolved.

Best regards,

Barbora

Casino Guru