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Fortune Clock Casino - Confiscated €3,000 of legitimate winnings due to unfounded accusations

REJECTED
Complaint Info
Disputed casino Fortune Clock Casino
Reason Bonus terms violation
Amount € 3000
zirogianni Greece
Posted on August 11, 2020

About 3 months ago I opened an account at https:­//f­ort­une­clo­ck.c­om/en. I deposited 1100 euros and got another 1000 euros as a bonus. I started playing and after about 1 month I fulfilled all the conditions of the bonus. then I had to have to my account 4135 euros and I asked to make a withdrawal. They asked me for documents to identify the account and I sent them all! They replied that the account was fully identified but when I requested my withdrawal they returned about 1135 which was the initial deposit amount and they withheld about 3000 € from me !!!! I lost 3000 € !! the money is too much !!!!! when I asked them my reason they sent this as an answer '' Dear Georgios

According to our Casino’s Terms & Conditions, Administrative Department of our website is entitled to monitor all transaction and gaming activity at any time and at its own discretion. If upon such review, we reveal signs of dishonest gaming activity and / or abuse of our bonus system, Administrative Department is authorized to reevaluate player's winnings.

As we reviewed your withdrawal request it appeared that your gaming activity was dishonest, this leads to cancelation of received winnings. All funds deposited during your last gaming session remain available on your balance.

Any attempts to gain dishonest advantage are strictly forbidden regardless of the fact whether such methods were listed in our Terms & Conditions or not. Any activity aimed at gaining such an advantage, even if it does not seem like violation for the exact rules' wording, due to the imperfection of current rules and software, will not be tolerated.

We would like to remind you that per section 29.5 of Terms and Conditions, each rate going to bonus wagering should not exceed 20% of the bonus amount. If the rate is 20% or more, such a rate will not count, and the status of the bonus wagering will be reconsidered.

Thank you for understanding.

We are always keen to not just meet, but exceed our players ’expectations. If you happen to have any questions, please feel free to contact our Support Team. Our specialists are always there to assist you.

Kind regards,

FortuneClock Casino Payments Team

So I told them to answer me specifically which bets they consider to be dishonest but they did not answer me until today when I send them emails! I am absolutely sure that all my bets were honest but they do not give me proof to support their point of view! it is very dishonest what they did and the money is too much! do something please !!!

Posted on August 14, 2020

Hello dear Player!
We considered your claim, and would like to make resume on this situation.

Dear AskGamblers team, the player had one long gaming session on our brand from 2nd June till 29 June. During this gaming session, player made a deposit of € 1105 and activated the 90% bonus.

All gaming activity was done with bets on sports events. Except of two bets from July 4 in the Starburst game, where the player lost 20 euros.

At screenshots you can see date when player activated bonus (2 June) and when bonus was wagered in full (29 June).

Our rules (rule 29.2 and 29.5) describe the basic conditions for wagering bonus funds. For playing slots and table games, the maximum bet while wagering is 2 euros, at the same time, the bet should not exceed 20% of the amount of the bonus money.

When playing in sports events, the bonus conditions display the maximum bet of 50 euros, and the managers and the support team always remind players of the rule that the bet cannot exceed 20% of the bonus amount. That is, the maximum bet for sporting events is higher, but still should not exceed 20% of the bonus amount.

On the screenshots provided from the player's account, you can see the bets made during the wagering period, which exceed both - the maximum bet for sports and 20% of the bonus amount.

The Risk Service sent the player an email with an extract from rule 29.5 of our rules was indicated, where it is stipulated that the bet should not exceed 20% of the bonus amount.

Casino made full refund of player's deposit, but all wins was declined because of player violated the rules.

Regards,
FortuneClock team

AskGamblers
Posted on August 14, 2020

Dear @zirogianni,

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 sports 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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