mFortune Casino - Winnings confiscated and refused to return the deposit

RESOLVED
chrisjones1986 United Kingdom
posted on January 14, 2014.

I opened a mobile casino account with mFortune last week and made a deposit of £50, gaining a 100% £50 bonus on top. I then played through the bonus on roulette and slots and ended up in profit.

I placed a withdrawal request and first of all they requested ID, which I sent through straight away. This was accepted and I was told that the account was now validated for withdrawals etc.

I didn't hear anything for a few days so I went to login to my account and found that it was deactivated and I had to contact support. I got through to them and was told that I was accused of bonus abuse and my winnings had been forfeited. I asked them when they would at least return my deposit, and incredibly, was told that they won't return the deposit either. I've literally never had that happen in all my time gambling and would actually find it funny if it wasn't so frustrating.

Apparently I abused the bonus by covering too much of the table on roulette to increase my chances, that's fair enough as I can now see that the terms and conditions actually do mention that (I didn't realise at the time, I thought I was being clever!) so I'm not disputing the removal of winnings even though it's a little frustrating, but for them to withhold my actual deposit is clearly wrong and like I said, I've never seen anything so ridiculous before.

The person on live chat (Francine) was absolutely clueless, and she posted a part of the terms and conditions which she claims is the part that applies to me. It basically said that if you commit fradulent activity, mFortune can withhold payments of profits, or force-ably take money that you owe them in certain scenarios.

I explained clearly to her that a) I haven't committed fraudulent activity, I've just (accidentally) committed bonus abuse, b) The term states they can withhold winnings, not your initial deposit, c) I don't owe any money for anything I've done.

As is usual with these people, she said it's not her decision, it's the security department. She then of course wasn't able to give me contact details for the security department or a manager or anything like that, so surprise surprise, there's nothing I can do, even after showing her clearly that the terms and conditions she claimed I had broken were incorrect.

I'm really fed up with these corrupt little casino companies trying to screw people over, and a quick search shows that mFortune are constantly withholding peoples payments over and over again so this isn't an isolated incident. I'm going to take it up with the UK gambling commission because this is so clearly blatant illegal activity on their behalf as they're literally stealing my deposit without being able to give a single reason why. I thought I would post it here first just to advertise how much of a joke this company is and hopefully steer people away from them.

AskGamblers
posted on January 30, 2014.

Based on player's comment below, the complaint is now successfully resolved.