mFortune Casino - Holding my withdrawal request

RESOLVED
mohamed1977 United Kingdom
posted on January 22, 2016.

Hellow .My issue is with mfortune casino .I have been playing with mfortune for sometime now ,and to be honest i have never have any problem with them .But recently ,I have a new contract and called customer service to ask if i can use it ,i was told yes ,they will close my current account and open an account with my new number .I did that and deposited several times and at the end i was able to make 2 withdrawals .£70 on the 008/01/16 and £40 on the 12/01/16 ..On the 12th/01/16 ,i receive a text saying they need more information on my account .And on my previous account ,i have already send them my passport and my utility bill .
I called customer service to ask what is the issue ,i was told to send in id/prove of address and they will also need to see my bill for the number i have used to deposit on my account and they need to see it as paid before they can release my withdrawal request .And they say this is to protect my account from any third party to use the phone .
I have to explain to them that i have i am the actually account holder of that number deposited on my account and i will be able to provide what they required ...But my mobile phone bill was just issued on the 30/12/15 and my next bill is not due untill the 30/01/16 and there is a direct debit set up between me and my network provider for every 12th of the month .So i will have to wait for almost 5 weeks or more from the date of my withdrawal request was requested .
I told them as they say its to protect my account from any third party use ,I have told them that for them to confirm my account and there age verification process ,i can still send them my id / proff of address / and my recent mobile phone bill which was issued on the 30/12/15 . But it will not be fair for them to hold my withdrawal for very long time ,while i can prove to them my recent mobile phone bill which am attaching here .
I have already send them my ids on my previouse account that was closed when i open this one ....But if they still need another ,i will be able to send them back for them for this new account .
I dont know weather if am correct or not that my recent phone bill which is attached with my passport/driving licence together with my utility bill that these should be able to clear any verification or doubt that that account is handeled my the actuall bill payer ....I dont know .....
Anyway even doo the amounts that am talking about is not that much valuable , But am just feeling that if am a player of a casino i should not be bullied which am feeling now that mfortune is taken advantage because they know i will not be capable of taken any steps .
So this is my issue and what am after is that if i can provide documents to confirm my account ,my winnings should released ...Here i have attached a picture of my phone bill i toke from my phone ...I hope my issue will be consedered and i will appriciate any effort in helping me ..Thank you very much for your time .

posted on January 25, 2016.

Hi Mohamed,

We have two accounts for you with two different phone providers.

We need proof of payment for your vodafone account for up until the 1st January and proof of payment for your new contract for January so far.

As our customer service team has advised we will be happy to pay out once we receive the proof of payment. You will be able to contact your phone provider to provide you with this and will not have to wait until the end of the month.

Kind Regards

mFortune

mohamed1977 United Kingdom
posted on January 26, 2016.

Hellow .Thank you for your reply . In regards to the 2 accoiunts ,.Am aware that i have only one account which is my new vodaphone contract ...The other account was closed which was three network ,was closed by customer service before i start using my new account with vodaphone....
Here we come again ,you keep asking for proof of payment for my phone bill . I am not going to receive that bill you are asking for until the 30/01/15 ...This is making me going crazy why you are getting away with these tricks taking advantage holding peoples winnings and asking for proof of payment to your casino from his network provider .Tactics to delay payments and making lots of request to find a point to professionally not steal/rub but to seize his winnings .
Anyway i have lots of things to do .I have been in contact with you on support/phone and the complaint department . All those communications has just been you sticking requesting my phone bill as paid this is now 3 weeks or more .
Since day one i provided to your casino my recent vodaphone bill ,my passport ,my utility bill both on pdf and jpg . I have explain to you since the 08/01/16 that my recent vodaphone bill was issued on the 30/12/15 and my next bill in not up until the 30/01/16 ....So were do you want me to bring for you the bill that is not due until the 30/01/16 ???? You say customer service ?? i dont think so . because i contact customer service for that information ,all they can tell me is i can see my itemised bill on my online account ...And on my online account ,it is not telling me or showing me that mfortune has chgarge me ,but i can see that that Text and the amount ....There is no company name displayed .And i am using my number on several casinos ...How will i know that , that charge is for mfortune when its just writting text ?
I was about to take a screen shot of it to send for you or upload here ,but i just dont want to wast my time because i know you are going to as for the impossible .You might tell me you cant accep it because you will want to see your name on it and i dont know how i can change that ...
You are autorised by me to contact vodaphone to enquire anything you want in regards to my number ..
So you want to see my bill paid ? well on my contract there is an agrement between me and my netework provider for a particular date they will be take there bill automaticly from my bank ..And that date is not due until almost 2 weeks more ,So i dont know if its possible for me to get that bill as paid untill 2 weeks more ...
I know you are telling me if i contact my provider they will be provide me with that bill ...But when i contact them and insisting for them to give me that bill ,they just think am fool because they try to explain to me that that bill is not due untill the 30/01/16 and they will be requesting the money from my bank as arranged i keep insisting trying to explain to them my life history with mfortune and telling them mfortune is say i can have it if i contact them ......Come on man !!!! Am fedup with this issue .....Since the beginning of the year you have been tacticly and professionally delaying me and making it hard for me so i can just feedup and give up on this issue so that you will leave me with my bill responsibility and quietly sit on my money professionally .....
So let me just bring a point straight away about my issue . And i dont mind weather if you are going to pay me my winnings or not ....
As you are just requesting the same request on all my correspondent with you and as i have been reeplying you ,
I have send you a bill for last month to proof to you that the number related to is my number and i took the responsibility of that number ,also i have send you my passport and i have also send you my utility bill ....That is all i will be able to provide at the moment i have nothing more ....I am not taking a credit or a loan .These are my winnings ...Those are what i can provide ...I dont have anything else if you want to pay my winnings then its up to you if you dont want to ,,Then just take it ...Am not capable of challanging you and the sum that am after doest not worth the time .
The time that i am depositing thousands at your casino with my provider ,there was no problem and now withdrawal is taking me hell .
Anyway because i dont want you to reply again and tell me that you want to see my bill paid ,,,I have over spend my expection at your casino which my bill is now thousands ,,I will be calling my network provider to inform them my life history with mfortune and admit to my mistake in misusing my bill and wasting my time at mfortune and i will be making an agrement with them so that they will be getting there bill from me by instulment ......
So this is to let you know that i will not be able to provide to you that the bill is paid .But i am the owner of that number and am taking the responsibility for that number .....
So you please just let me know weather you are going to pay me my winnings or not on this situation ...So just to let you know that if you are going to decide not to pay my winnings ,This will be an advantage you are taken on me ....I have been billed for that number i used at your casino ,and i am the one that has been reported responsible to pay .And i am going to take the responsibility to pay ....
I gambled and win , and you did not pay me ? or you dont want to pay me ? what the hek..
Anyway i leave to you the benefit of the doubt and make your decission .....

posted on January 27, 2016.

Hi Mohamed,

Thank you for your reply.

As per section 6, 46b in our terms and conditions which can be found here: https:­//w­ww.m­fo­rtu­ne.c­o.u­k/­leg­al/­ter­ms-­and­-co­ndi­tions

if we are suspicious that you are " in default of settlement of your mobile phone bill, we may ask you to provide reasonable evidence that the mobile phone account is yours and that you have settled the mobile phone bill that you used to deposit funds before you can withdraw any winnings;"

I believe you can prove that the mobile phone account is in your name but your following statement:

"I have over spend my expection at your casino which my bill is now thousands ,,I will be calling my network provider to inform them my life history with mfortune and admit to my mistake in misusing my bill and wasting my time at mfortune and i will be making an agrement with them so that they will be getting there bill from me by instulment"

This proves to me that you have in fact not paid the phone bill and that is why you cannot provide proof. If I am mistaken your bill is due in 3 days and you should have no problem sending it to us and we will happily release your funds. If you don't I'm afraid we cannot do anything more for you.

Kind Regards

mFortune Support

mohamed1977 United Kingdom
posted on January 27, 2016.

This is the point i was just trying to make clear for readers and players who are mfortune casino members and who ever try to join mfortune casino .Just to make people know what will be there expection when they become a member of your casino .
I dont have time to wast in this issue anymore with mfortune ...Just take my deposits together with my winnings this can give you peace of mind now ...
I just dont understand this point ...I have used my phone to deposit i have been billed .I am now responsible for that bill to be paid and a casino come and hold my winnings telling me they want to see my bill paid ...or they are not going to payout my winnings and they are also going to get paid by my network provider ......There is nothing better than free ! Free money for mfortune ...
In regards to the statment now that you want to use as a bullet proof about my overspend i stated ...i made for you that statment to try and make you understand that i am responsible for that bill ...When i have wasted my money at mfortune and sit on my winnings ,,,,i am trying to make it clear to you that even if i dont pay my bill , my network provider is not going to chase mfortune ....I am there terget ,they will be chasing me ,not mfortune ....It is my responsibility ......
Is this what you call Gambling ....I gambled and you dont pay my winnings ........You are going to get paid for all deposits i made at your casino , You are going to keep all ! and you take my winnings .....That is good for you ....
Anyway i want to thank Askgamblers for allowing my complaints here and am just pleased with the outcome that am able to make it clear to readers or anyone who have an account with mfortune and anyone who will be registering at mforune ...let them know that they will never have problem to deposit with mfortune ....but when it comes to withdrawal ,,,they will pay you your first withdrawal to encourage you to deposit more and after you gambled ,if you win mfortune will start asking for proof of your account untill they find a point to stick on for them not to pay out your winnings ....
Just everyone to know that mfortune has leave me with my bill that i used to gambled at there site and hold my winnings ........
Anyway i will be calling the Gambling commission when i have time to explain to them my situation with mfortune and see what will be there advice about this issue and i wish they will tell me that i have right to ask for my winnings ,Then at this point i will know what i will do .
And all this you did to me ,you are saying that its for security purpose ....well i know pocket win is a sister site of mfortune ,,,,and there is some miss typing on some information when i was registering at that site and all my deposits has been going through and even some withdrawals was processed ,(but offcause the withdrawal is not even 10% of my deposits) and still that account is active and its still accepting deposits from me ,even though i miss type on some information there ....Go and look at it even customer service is aware of that mistake ...i have proof that when i call after they ASK ther security questions then we realise that there is some miss type wrong information on my account ....But guess what since that time ,my account is still active and they are still accepting deposits from me ....
I am not going to type much about this issue here ,but i will be explaining to the Gambling commission when i have time to call them and i hope they will be intrested in investigating it .
Even when customer service is aware that there is miss type on my information at pocket win ,since they know nothing has been done about it ....As long as am depositing money there ,there is no problem ....
OK mfortune thank you for your reply .i understand that your decission is if i dont show to you my bill paid you are not going to pay me but you are going to be paid and leave me with my bill ....I will update here before my complaint get close with what will be the advice of the gambling commission about my issue with mfortune and what will be the ending .....

posted on January 28, 2016.

Hi Mohamed,

I would just like to make clear that if your bill is not paid then we will not be paid this is why we ask for proof of paid phone bill.

As I have said before if you provide us with proof of the paid phone bill we will be happy to pay out your winnings.

Kind Regards

mFortune Support

mohamed1977 United Kingdom
posted on January 28, 2016.

I have already told you that the phone bill you want to see paid is not due until the 30/01/15 and there is a direct debt setup with my network provider .It takes min 7 days for them to take there payment from my account .So you still have to hold my winnings for another 10 days more .Besides you have hold my winnings for almost 4 weeks now ....
...And i have already tell you that i have send you proof of my phone bill ,passport,and my utility bill to support and the complaint section .....And that is all i will be able to provide .....I dont have anything more diffrent to send for you ....
........And you are saying that if i dont pay my network provider ,they wount pay you ? Are you sure of this statment ? Because i have no idea about that .....All i know is if i dont pay my network provider ,they will have right to take legal action against me .....And they can take me to court for any outstanding bill i owe them .......So if you are saying that if i dont pay them ,they wount pay you ,,Then they will have no right for them to ask me to pay them back ...Because you say they dont pay you if i dont pay my bill .....
......If i dont pay my bill after this issue and if my network provider keep sending me letters asking for me to pay them ,I will take them to court ,because you have already confirmed here that if i dont pay them they wount pay you ......And if they dont pay you they should not ask me to pay them back ......Those that make sence ?
-------And you did not make any comment about my pocketwin statment i made on my last post ......I thought your system has accepted transactions which the details was mistype ....I was wondering if i was the one who use my phone to deposit at pocketwin casino because i noticed that the date of birth that is registered on my account is not my date of birth .......And you have still not ask to verify that account even though i have informed customer service that something is not right on my account ...And you was still allowing me to deposte there .........So as long as i am depositing there ,there is no problem , Anyway time is against me now to start explaining about this ...I will see if it is necessary to request for me to open here a complaint about pocketwin here aswell on a new topic ....
.......Anyway i still hasent have time to call Gambling commission to explain to them my issue with mfortune and this time i am also going to include pocketwin on my explanation and request if possible i will have the opportunity to raise a complaint to them directly and then i will request a complaint to be done if we are not able to resolve this issue here ......
.........My conclusion on my statment is that i think i have gambled .If i win i should be paid ...Despite if i use my phone network to deposit or not .....I am responsible for my bills to be paid after they are written on my name ....So i should be paid ...That is what they call fair play ....And i rely on my statment above that if you dont pay me and my network provider send me letter asking for this money i pay at mfortune and pocketwin ....I will take them to court because you have confirmed here that you are not going to be paid .......I am still finding time to call gambling comission as explained above .I will update here what ever is going to happen on my call ...Thank you .....Please pay me my money ...That is my winnings ...

mohamed1977 United Kingdom
posted on January 28, 2016.

Sorry ..The date above 30/01/15 my due date for the bill is 30/01/16 ..I beg you pardon .

AskGamblers
posted on February 1, 2016.

Dear @mohamed1977,

Any update regarding your complaint? Thank you.

AskGamblers
posted on February 4, 2016.

Dear @mohamed1977,

It is a nice practice to confirm whether your complaint has been resolved or not. Please be informed that in case you fail to respond within the given time frame this complaint will be marked as resolved and officially closed. Thank you.

mohamed1977 United Kingdom
posted on February 5, 2016.

Hellow .I am very sorry that i have not been able to provide update yet .I have been coming home very late everyday .At the time i will be home or free for me to be able to call the gambling comission to explain my situation and ask if its possible to take my issue futher ...Even tomorrow i will be going on a car boot sale very early in the morning and i will not be coming back till late ..I came home a bit early today and i will be sending an emai to the gambling comission together with a link on my my topic here ....And definatly what ever be the outcome of my email today ,i will update here ...Its just that when am reaching home i will be so tired and late ,i will just need a rest for the other day ..But i definately not going to leave this issue until i know what is going to be the out come of it through the gambling commission ......I am now going to straight to type in my email to the gambling commission ...

mohamed1977 United Kingdom
posted on February 5, 2016.

This is just to inform readers that i just send an email to gamble comissioner ...And i will update here any reply i have from them .Thank You .

AskGamblers
posted on February 10, 2016.

Dear mohamed1977,

We hope you realize that all these verification procedures and steps were set in place to provide a safe and secure environment for you to play at the aforementioned online casino. While we could understand that some of these procedures and requirements could take some time and bring certain delays in getting your money in a timely manner, please keep in mind that you accepted these procedures upon registering at mFortune Casino. Which means you are obliged to follow and stick to these rules.

In this line of thinking, could you please confirm if you have already sent the required phone bill to the relevant mFortune Casino department?

Thank you.