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Fortune Clock Casino - Verification and payment issue

RESOLVED
Complaint Info
Disputed casino Fortune Clock Casino
Reason Verification issues
Posted on September 9, 2020

Good Afternoon


I have been playing at the Fortune clock casino depositing funds to play was not an issue and I had lost over £5000 I do have a gambling issue which I now have counselling for I used this site as it was not governed by gam care, during the deposits I had won £1200 which I tried to withdraw this was declined, speaking to my VIP manager (Ivan) I was told that this was due to having 2 accounts which was never the case, he then informed me that he had sorted this for me but still the verification came back and payment declined.

Ivan then informed e it was due to me accepting a bonus which had not been cleared, this again was not the case i then played with the funds and lost it all again.

After investing further money I then won £1100 after 3 days again payment team declined payment as they same verification was not passed.

I had used a total of 4 cards 2 of which which were declined due to not being Mastercard's.

They requested driving licence or passport which I sent

Utility bill which was sent

Front and back of all cards used covering 6 of the middle numbers

I sent them across all but 1 of the cards as I had since cut this up which i explained numerous times and was asked to get confirmation from the card provider in writing (my card provider said this is not something they would do)

I have since found a picture of the front of the card and also all transactions from this card on statements have also been sent and I have had no reply from the casino

I contacted my VIP manager he told me he could not hep me while my account is frozen

I am unable to log into the account and no one replies to my e-mails

I still have £1100 than I am unable to access

They have had all information required


I have below copied e-mails from myself to Ivan as well as to verification team if you require any further information pleased do not hesitate to contact me.

I have not sent you images of all the cards etc used but if you require this please ask


If you are unable to help could you advise as to any other steps i can take to either get my money or get these people removed

< emails removed - containing sensitive personal info >


AskGamblers
Posted on September 9, 2020

Dear @Matchy,

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.

Posted on September 11, 2020

Hello, Dear player

Thank you for your feedback. We are sorry for this situation. We have checked the information on your account and we want to explain why the withdrawal was not made.

The first withdrawal request was rejected on June 30 because all the conditions of the bonus were not met, namely, the bonus was not wagered fully.

On July 15th, we received a second withdrawal request when the bonus was cleared and our payment department sent you an email with a request to verify your payment method.

Due to the fact that we did not get a complete package of documents from you, our payment department had to refuse the application.

Unfortunately, we did not receive the entire package of documents from you, and during that period you made the decision to block your account.

On July 28, the Fortune Clock team asked for the missing necessary documents for verification. Before August 4, the player sent us the missing bank card statements.

We are sorry that due to the nuances of the verification process, we were not able to process your request as quickly as we would like. We also want to note that we have always responded to requests and appeals on time, ensuring the honesty and transparency of all monetary transactions.

Dear player, we want to inform you, we have withdrawn the balance to your card today, please check your wallet and confirm receiving the funds.

Please stay in touch with us and the payment department.

Regards,
FortuneClock team

AskGamblers
Posted on September 11, 2020

Dear @Matchy,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved 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.

Posted on September 15, 2020

Money has been paid into my account

Thank you for your help

AskGamblers
Posted on September 15, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Fortune Clock Casino Complaints

  • 8 of 8 resolved
  • 2 days avg response
  • 4 days avg complaint life
  • 854 USD avg amount

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