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Fortune Clock Casino - Blocking an account for 75 days without any explanation

REJECTED
Complaint Info
Disputed casino Fortune Clock Casino
Reason Delayed payment
Posted on May 18, 2020

At the beginning of April, I registered at this casino after seeing a good rating on askgamblers.com, then I added $ 150 to my account and started playing. I was playing roulette, betting on sports, then I decided to create a request for the payment. I was asked to provide various documents for verification, which was done by me. Then I re-created the payment request and what was my surprise when I received an email with the following text (below is a translation from Russian):

Hello, Igor!

According to the terms and conditions of our casino, the site Administration has the right to monitor all transactions and logs at its discretion and at any time. If during the review of the situation the fact of foul play is revealed, the Administration has the right to cancel winnings for such a player.

We remind you that: "If the company suspects that You are using prohibited software, the company may conduct an additional investigation within 75 days. Please note that Your account will be frozen during this period.

Any attempt to gain an unfair advantage is strictly prohibited, regardless of whether such methods are specified separately in the rules or not. Any activity aimed at obtaining an unfair advantage, even if it does not appear to violate the rules in their strict interpretation due to imperfect rules or software, is also prohibited.

According to these rules, the casino has the right to block players ' accounts for 75 days!!! without any explanation of what exactly I violated. I have no doubt that at the end of 75 days, only the Deposit will be returned to me.

Due to the current situation, I ask askgamblers to investigate the situation, and representatives of the casino to provide facts of violations due to which they blocked my account

AskGamblers
Posted on May 18, 2020

Dear @interactiv,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

AskGamblers
Posted on September 22, 2020

Dear all,

This complaint has been reopened as per Fortune Clock Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on September 22, 2020

Hello dear player!
Thank you for your feedback. Sorry it took so long to respond to your message.

Before rejecting your withdrawal request and  freezing your account, we carefully analyzed your game and unfortunately we found in it a violation of Fortune Clock Casino rules.

During your game, you have violated the next betting rule - 4.5.21.
You could play one more time, but we strongly insist on your reading Betting rules based on specific sports to avoid this unpleasant situation for both sides.
We have reset your balance to the amount of your deposit. This deposit  will be  returned to your Ecopayz wallet.

We would like to ask you, dear player, to make a new one withdrawal request on your payment method.
Please stay in touch with us.

Regards,
FortuneClock team

AskGamblers
Posted on September 22, 2020

Dear @interactiv,

Following a careful review of valid information and proof presented by Fortune Clock Casino management, the AskGamblers Complaint Team confirms that the issue, subject to this dispute, is referring to sportbetting and has nothing to do with casino-related matters. Unfortunately, that means the case has been submitted in violation of the AGCCS Guidelines, section Not a casino-related issue and therefore, this complaint is being rejected.

Please keep in mind that following all AGCCS Guidelines is mandatory.

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