mFortune Casino - Declined my 300 pound payment and had no reason to

UNRESOLVED
posted on October 31, 2015.

So this is my appeal! Here's the facts! I won 300 pounds!!
Withdrew 300 pounds!!
Got told that I wasn't allowed it due to breach of contract!!

It was roulette and they told me that I covered more than they allow of the board, they told me it states it clearly in the terms and conditions and that you are recommended to read them before playing!!

I went to check but they had removed that game so I couldn't even check if they were telling the truth!!

I opened a new account, while signing up I had no such notice to read terms and conditions, I downloaded the game and searched through the terms and conditions provided and no such rubbish was stated!

So I feel I have been lied to so they can keep the money, I've been a member of them for 5 years, I've withdrew more money than this in the past from this game in this same playset that I do and never had any trouble!

I WANT MY MONEY!

She then said I've only deposited 55 pounds in the last month so it's not like I'm losing much!!!!!!!!!

posted on November 2, 2015.

Dear Fiddleaboon,

As per clause 72, section 11 of our terms and conditions: 72. Any bet covering over 75% of the roulette table numbers, placed as single number bets, outside bets or a combination of both will not be counted towards any wagering requirement. All winnings from this combination will be null and void and any withdrawals will be cancelled.

Our terms and conditions are always available on our website and can be found here: https:­//w­ww.m­fo­rtu­ne.c­o.u­k/­leg­al/­ter­ms-­and­-co­ndi­tions

We do recommend that all players read our terms and conditions before playing and unfortunately we will not be able to overturn this decision.

We would like to thank you for playing with us for 5 years and despite this complaint hope you continue to play with us in the future.

Kind Regards

mFortune Support

posted on November 2, 2015.

It is not encouraged on sign up to read terms and conditions!
I already had made 60 pounds before going in roulette and that was even taken from me!!

Terms say as I now know as you have "encouraged me" to read them

Any bet covering over 75% of the roulette table numbers, placed as single number bets, outside bets or a combination of both will not be counted towards any wagering requirement. All winnings from this combination will be null and void and any withdrawals will be cancelled.

I can see an experienced gambler maybe getting this but I covered 13 numbers and red so that to me like like I've covered 13 out of 42ish places?

Maybe you need to make it aware that covering red counts as 45% of the table? Because it is confusing!

I've been a member of mfortune since 2012 and always played the same table, never had a problem with withdraw!

Last time I changed my phone number, won 150/200 and was told I couldn't withdraw because I changed my number and was told to open a new account!! I took that on the chin but this is so shady!

I have spoken to my Facebook following local newspaper, currently doing a video for my 332 YouTube subscribers about this too and they all say this is terrible that you can spend spend spend but when you win that's when the confusing terms come out!

You have a stoppage so you can't bet over a certain amount on numbers so you should say you can't cover anymore numbers you have reached your limit!

posted on November 2, 2015.

Dear Fiddleaboon,

We do try and keep our terms and conditions easy to understand for all of our customers however I would like to thank you for your feedback and it is something that we will look into.

Kind Regards

mFortune Support

posted on November 3, 2015.

I don't see this as resolved, all money was taken off me, even money that I made before I went on roulette! It won't be looked into you will keep hoping that people don't really know about gambling and make a fortune out of them until they finally win then screw them over!!

I have 5 kids that money would have really helped and I feel like I've been robbed! If the terms were clear in the game and encouraged to read you wouldn't have a problem!
I feel in entitled to this money as all the weeks when I was spending money on this exact same set I didn't see you complaining then!!

posted on November 3, 2015.

Dear Fiddleaboon,

All customers must accept our terms and conditions before signing up to play any of our games. As I have stated previously:

Any bet covering over 75% of the roulette table numbers, placed as single number bets, outside bets or a combination of both will not be counted towards any wagering requirement. All winnings from this combination will be null and void and any withdrawals will be cancelled.

As you can see that says all winnings from this combination will be null and void this includes anything that was made previously but bet on roulette contrary to our rules.

We do take customer feedback seriously and it will be looked into. Unfortunately there is nothing more we can do on this occasion.

Kind Regards

mFortune Support

AskGamblers
posted on November 7, 2015.

We consider this complaint unresolved. Unfortunately casino didn't supplied evidence regarding this complaint.

We would like to remind player that further assistance on this case could be requested by the official licence authority for mFortune casino.