Fortune Clock Casino - Not been able to withdraw since September

Dear @Edd42315,

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.

The disputed amount is €1062 however they have now decided to reset my balance to €120 saying I’ve violated their sports betting rules, it’s been reset to the amount of deposits I’ve made however I’ve deposited over €200, they can’t tell me anything more, please help me with this

Hello dear all,

The player's account was sent for investigation for 75 days in accordance with clause 13.7.

13.7. If the company suspects that you are using prohibited software, the company may conduct an additional investigation within 75 days. Please note that during this period your account will be frozen.

After investigation, it was decided to write off the player's winnings up to the amount of contributions (140 EUR). After the withdrawal of the player's amount, the account will be blocked. All the necessary documents have been received from the player.

Dear Player, you will need to leave a withdrawal request.

After a detailed analysis of the account and the game, we found the following violations:

The player's account will be suspended for parallel bets on one outcome of sporting events: simultaneous bets, as well as bets that allow you to bypass the existing maximum bets or payouts (limits), on the same outcome from a group of people (a syndicate of players, etc.) are not allowed. It is not allowed to place repeated bets on the same combination of outcomes if the total potential payout exceeds the maximum.

Regards,

FortuneClock team

Dear Fortune Clock Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

As you can see in the screenshot, the account belongs to the player. His account was blocked for 75 days for a detailed analysis of his gaming activity.
Casino rule:
13.7. If the company suspects that you are using prohibited software, the company may conduct an additional investigation within 75 days. Please note that during this period your account will be frozen.

During the analysis, it was found that the player was simultaneously placing bets on one outcome of a sporting event. You can see on the screenshot the marked time in the red box, the name of the sporting event and the rate.
The betting rule states:
Simultaneous bets, as well as bets that allow you to bypass the existing maximum bets or payouts (limits), on the same outcome from a group of people (a syndicate of players, etc.) are not allowed. It is not allowed to place repeated bets on the same combination of outcomes if the total potential payout exceeds the maximum.

After analyzing the account and the rate. The player's winnings have been canceled up to the amount of the deposit. This deposit will be returned to the player. After payment, the player's account will be blocked.

Regards,
FortuneClock team

Dear Fortune Clock Casino,

The AskGamblers Complaint Team is kindly asking you to update the complaint accordingly and clarify the total amount of the disputed deposits you are about to return to the player. Kindly provide all the relevant facts and evidence that could support your accusations towards the player and send the required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Hello AskGamblers Team
We have indicated the amount of the deposit earlier. Please check our first letter. It also contains all the necessary documents. You can also check with the player about the veracity of our words.
Did you manage to verify the documents? What kind of additional documents do you want to receive?

Regards,
FortuneClock team

Dear Fortune Clock Casino,

The AskGamblers Complaint Team is kindly asking you, due to the discrepancy between the deposit amount you mentioned above and the amount mentioned by the player, to clarify and justify the total amount of the disputed deposits you are about to return to the player, since it is not clear from the documents you have provided so far.

Kindly provide all the relevant evidence deposit related and send the required information to suppor­t@a­skg­amb­ler­s.com directly. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

The amount is different, as you can make sure that the documents contain a gaming session, since the player has addressed a question about sports betting.
We showed you his session so you can analyze his betting and sporting events yourself. Since this is exactly his game. And you can match the number of bets, the time with the rule of the game on sporting events.
For violation of the rules - the winning was canceled to the amount of the deposit in the amount of 140 euros.
During our communication, the player didn't leave a withdrawal request and arranged the deposits at his discretion. The player bet the entire amount at once on sports and lost. On December 15 - his account was blocked
You can see the deposit amount in the attachment

Regards,
FortuneClock team

@Fortuneclock

Your reasoning behind this doesn’t really make sense, you said I put “simultaneous bets” on the same outcome so that’s against your terms and conditions? I just put the same bet on twice basically? And that violates the rules and means all the winnings will be void and returned? @Askgamblers as you can see none if this adds up, I deposited over €400 unfortunately they all come up as different companies, I can screen shot these to match them up with the dates they mentioned and include the company? They returned my deposit but still would reject any withdrawal as my account is now blocked so the deposit they gave back meant nothing as I couldn’t do anything with it

Dear player,
we hope you have access to pictures of your gaming activity like the AskGamblers team.
14/09/2012 1 - you have placed 4 bets on the same event with the same outcome.
Also on other days you place repeated bets on other events. The rules of our establishment prohibit repeated bets on the same combination of outcomes.
We're sure that you've read the casino and sports betting rules as you confirmed this upon registration.
As you can see, this is not a single case, but a systematic violation.
Also in our answers above, you can find that we wrote that in order to receive funds, you need to leave a withdrawal request. It was December 13. For technical reasons, we didn't have the opportunity to publish our answer earlier and the AskGamblers team helped us.
Your account is now blocked because you decided to manage your money and don't leave a withdrawal request. You have bet all your money on one event, played and lost.

Regards,
FortuneClock team

Dear @Edd42315,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have cancelled your payment and played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

My account has been blocked so I can’t check any of my deposits or if anything has been refunded to me

I’ve just seen they send an email every time I deposit, I’ll get all the deposits and post the pictures so you can see that it has been a lot more than they’ve stated (which was €140)

Dear all,

Kindly note that the AskGamblers Complaint Team requested additional evidence and details from the Fortune Clock Casino team due to the fact that we considered the information and proof they presented not justified enough to confirm the accusations against the player.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly.

@Askgamblers here I’ve attached their emails of deposits on my account accumulating to €491 alone, this has not been refunded and my account has been blocked, my winnings were made void after them rejecting countless of withdrawals, so I’ve basically deposit nearly €500 without any of my winnings been paid out and non of my money getting refunded, I kindly ask @fortuneclock to provide a reason for all of this?

Good afternoon,
please take into account that the discussion lasts more than 12 days and we are asked for more and more proof from our side.

Dear Player, it shouldn't be news to you that your account has been locked for a violation. You have been warned about this many times.

Dear All, we also provided all-important information about the player and his account. Also, documents on his gaming activity where the violation was recorded.

Dear AskGamblers Complaint Team and Player, we ask you to clarify what kind of issue we are considering? Since we have long discussed. The first reason - why the player's win was canceled and why his account was blocked.
We also ask you to pay attention that all this time we are discussing the gaming session and sports betting for this session where there was a violation. What do you want to discuss - the documents from the player, even those that don't relate to this appeal.
The player was returned his last deposits - the one that concerns exactly the violation.
Since we don't consider the activity from the moment the account was created, but from the moment the violation was recorded.

In the attachment you can see a screenshot of the player's game activity, the amount of the bet and the date. So you can check that the money that we returned to the balance was spent on the game.

Hope for your understanding,
FortuneClock team

Dear all,

Kindly note that the AskGamblers Complaint Team requested additional evidence and details from the Fortune Clock Casino team due to the fact that we considered the information and proof they presented not justified enough to confirm the accusations against the player.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly.

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Fortune Clock Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.