Fortune Clock Casino - Stalling on a withdrawal

Hello dear player
We didn't get your email about the problem with gambling.  Yes of course you can self-exclude any time via support or personal manager. In 2020, instead of self-excluding, we received an email from you asking about deposits.

In April  2021, we received a message that your account was hacked. We've blocked your account. At the same time, you requested a refund. You told us that the deposits weren’t made by you, but your relatives.
We rejected your request because it wasn't a request to withdraw funds won. It was a request for a refund of all deposited funds throughout the entire gaming session. 

Dear All, we don't see violations of any rules. During gaming sessions, the player made deposits and lost and then asked for a refund.

Regards,
FortuneClock team

1. I can prove that I sent the e-mail to you by copy of e-mail. Therefore, you can not simply claim that you have not received it.

2. In my last e-mail I have asked for a refund of my deposits. You have read it, understand it and asked me to verify my account to proceed with the refund. Happy to find a amicable solution. First confirm and then do not comply - this does not work in my opinion.

A fair solution would be to offer refund of all deposits after my e-mail from 2020.

Thank you.

Hello 
KYC (Know your Customer ) is a very important and essential process. We perform “Know your Customer” procedures on all players who deposit on our site. During the verification, we checked that deposits were made from one card. And it belongs to our player. 

According to our rules:
7. Confirmation of your identity. Protection against money laundering.
7.5.5. We perform “Know your Customer” procedures on all players who deposit on our site. We reserve the right to use additional procedures and means to verify your identity both before and after effecting deposits into your Account. This could include (but is not limited to) a selfie with a document or form of identification. These verifications may be conducted electronically by using third-party databases, verbally by phone call, and/or by requesting documentation.

Dear AskGamblers team, we don't see violations of any rules. We would like to note that the loss at the casino can't  be a reason for a refund. During this gaming session the player has made  deposits and lost all balance and then asked for a refund. We provided the service in full.  

Regards,
FortuneClock team

There are many reasons for a refund: underage, information about gambling addiction, illegal online gambling etc.

Again, I have sent you a letter with my refund request and you have confirmed my letter by telling me in German:

"Ihre Anfrage für Rückerstattung steht in Bearbeitung. Sie sollen Ihr Konto verifizieren, dafür hat unsere Finanzabteilung Ihnen eine E-Mail mit der List von notwendigen Dokumeten gesendet."

Meaning: "Your refund request is being processed. You should verify your account, for this purpose our financial department has sent you an email with the list of necessary documents."

I can sent this email from you to the ASK Gamblers Team.

You should start to treat your customers fair and transparent. To be clear: If a solution cannot be found, I will submit a legal action to Curacao. By the way, i just see that this casino does not have the best reputation here.

Dear @Lacoste2020,

AskGamblers Complaint Team is kindly asking you to provide us with the full copy and/or screenshot of the email that you sent to casino, where it is clearly visible that you requested Self Exclusion due to gambling problem. Please be informed that all details needs to be visible, such as dates, emails, etc. Kindly send requested evidence to suppor­t@a­skg­amb­ler­s.com and confirm publicly once done.

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. Should you refuse sending the required information or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks in advance for your cooperation.

Dear Ask Gamblers -Team,


Thank you very much for taking the time for my complaint. I herewith can confirm that all my details are 100 percent correct. I have forward to you (suppo­r­t­@a­­skg­­am­b­l­er­­s.com) the relevant e-mail from 2020.

Furthermore, enclosed, I have also added a screenshot from my mail-account showing that this e-mail was dated March, 2020. Many thanks for your support.

Hello
We have checked our records, and there were just two instances of communication from the player in March  (20th and 25th) - both were in regards to bonuses and cashback.

The player didn't mention anything about gambling addiction on either of two occasions.

On April 10th, the player utilized a responsible gaming feature and locked his account for seven days. On April 24th, our Support permanently blocked the account after receiving a refund request

We sent a screenshot of our communication to suppor­t@a­skg­amb­ler­s.com

Regards,
FortuneClock team

I have also sent the relevant communication to the ASKGAMBLERS-Team.

@ASKGAMBLERS-Team:

The last message from the Casino here

"and there were just two instances of communication from the player in March (20th and 25th)"

does not match with the Casino post dated June 23, 2021:

"In April 2021, we received a message that your account was hacked. "


Thank you!

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.