Won't process my refund as promised

This has been going on for months now but they refuse to permanently close my account. Everytime I ask they say it can only be closed for 30 days. Then after 30 days it’s open and the text messages start up usually between midnight and 3am. 3 months in a row I have been told that my request for permanent exclusion has been passed to the technical team and it keeps just reopening. I’ve told them I am a problem gambler but that seems to make them even more determined to keep the account open to try and get money out of me. I’ve tried everything and they are making me ill with the stress I have to go through.

Joined and fully verified all required documents within 2 days. Deposited funds. Won €200 on sports betting. Requested €150 withdrawal. Waited 36 hours- Withdrawal approved. 24 hours later withdrawal rejected due to ‘technical issues’.

Back and forth on online chat and emails. Basically trying to get me to make further deposits using different methods- pushing bitcoin on me. There is no reason why they can’t withdraw to my already verified bank card (same card as I deposited with).

I understand this is all about stalling the withdrawal in hope that I gamble the money away- this won’t happen. Also withdrawals can’t be made unless a deposit has been made within 30 days.

Please can this be looked into.

I have won money fair and square from fortune clock casino and they keep saying that they are having technical issues due to Mastercard and not paying out!! I've been to my bank and they have said there are now technical issues!

Online chat assistant has messaged me saying to open a Revolut online account and open a bank with them “why would that make a difference it’s still master card!!

I have processed to withdraw requests but have said pending then approved and then rejected!

All my I’d had been verified, cards verified! What can I do to get my money back from them.

Twice I have tried to withdraw 150 euros from my account both times the withdrawal was approved and then rejected due to technical issues. I emailed fortune clock and they said it was due to technical issues. Having read different messages about fortune clock they seem to do this to another of customers who try and withdraw funds. I'm worried I'm not going to get the funds I'm owed.

I have been playing on this site for the last week and a half. I've managed to win some money and followed all the verification process with the documents etc, but after waiting beyond the 36 hours, the withdrawal I submitted for €400 was cancelled for 'technical reasons' Upon calling them to ask them why they said this isn't my fault and it's a fault at their side and I need to put another withdrawal request in that will take another 36 hours. Or alternatively withdraw using a different method - the suggestion was bitcoin.

I am happy to keep playing on the site, all I want to do is withdraw. Without being able to withdraw it's very concerning and I'll have to take my business elsewhere. For the record the slots and games are fantastic, just want to get this sorted as it's troubling me.

I verified my account and all documents were accepted almost a week ago. I then submitted a withdrawal request on the same day, which is still pending. The website states that there is a 36 hour period, in which withdrawals will be accepted, but this doesn't seem to be the case.

Someone did contact me from Fortune Clock to say there is a delay due to external checks, but surely this doesn't take a week. I have contacted live chat several times and they just give me the same answer, that the payment team cannot be contacted and I I just need to wait (not giving me a timeframe).

With the maximum withdrawal being £500 at a time, it appears that its going to take several months to get my winnings, which in itself is ridiculous.

If all funds aren't withdrawn within 30 days, I also need to make an additional deposit in order to submit a withdrawal request. Not really fair when the delay is no fault of my own.

Getting worried if I'm ever going to receive my funds now.

Good Morning,

I have had an issue with Fortune Clock Casino which has been going on since early May.

I (stupidly) opened an account with them as I was in a bad place and was desperate to find somewhere that accepted credit card deposits. In hindsight, not my finest hour.

I subsequently had some wins, had some losses, turned over all the bonuses that I needed to and eventually ended up with 300 Euros. I sent them all the relevant verification documents. Photos of my cards, photos of utility bills and a photo of me holding my passport. After doing this I see that everything I needed to provide was accepted, so I tried to make my withdrawal. This was rejected. I was told I needed to send photos of the backs of my cards with the CVV Hidden. I did this and sent another withdrawal request. Rejected again. I need to use the card I deposited with. Fair enough, tried that. Rejected. Tried the other card. Rejected. Was then told there was a technical issue and to use my bank. (I’ve since seen this is a common one!) I tried that. Rejected again.

It was at this point I sought out any further information and discovered the review site for them and found countless horror stories (which you’ve probably heard a few) of people essentially saying that this company will not pay out any money and is basically a scam. So now in my frustration I send them an email telling them how I felt and that I wanted them to close my account (Email A).

I then received an Email back telling me that my last request was rejected because I hadn’t verified my IBAN. Something which had never been mentioned at all. (Email B)

Then I received an automated Email asking if my query was still open. I dejectedly said that I’d given up and that they’d asked for information that they hadn’t before. Their reply was that I can re-open my account and verify. (Email C) I requested that they do this and received an email telling me that they will create a request to do so. (Email D)

Now, this was on the 12th of May. 62 Days ago. Which is essentially what my problem is. I have sent numerous Emails and made one phone call to try and get this issue resolved. To which all I’ve received is messages telling me to be patient and that they can’t put a time scale on this things, which I just cannot get my head around. Nothing takes this long. Do they not have a ticket system in place. I know in my heart that I’m just being strung along again but I just don’t understand how they can get away with it. I’ve even had Emails asking if my gambling is under control, and that my account would soon be unblocked, despite this not being the issue in the first place. (Emails E & F) Unsurprisingly, this didn’t happen. I’ve also had an Email saying my account would be unblocked within 48 hours. (Email G) It wasn’t.

I’ve got at least another 20 Emails all stating the same things, and I’m really at my wits end. I don’t particularly want the account open. I just want my money. I’ve realised that it was my stupid mistake in the first place, but I’m really struggling at the moment and this would help out a lot.

So that’s the story. Any help in any way you would be able to provide would be tremendously appreciated.

Kind Regards

< full name removed >

I have played this casino a long time, so I used a temporary credit card until my new card arrived in the post.

My new card arrived on the 22nd may 2022, so I started using my new card. From the 16th to the 18th I used my temporary card which is virtual so I typed in the card details and it accepted payment, so last week using my own bank account card I deposited, I won some money and decided to withdraw €400, I was rejected and ask to verify my I didn't realize my credit card was automatically stored so they wanted verification. But also wanted verification of my temporary card, so when I went into my banking app and I had no access to my virtual card, just my new card, I went on then to my statements which I uploaded to FortuneClock, it showed all dates and times I used my card on the casino, at the top was my new credit card number.

So I went into the older transactions to find the temporary card and it showed the card number on that only problem was I couldn't screenshot due to security , I explained this numerous of times to support on FortuneClock but they were adamant they wanted proof of the temporary card, so I contacted my credit card company, who said they couldn't provide any statements for the temporary card as its deactivated automatically once my new card arrives, I've screenshot the chat with the credit card team, the credit card team told me they would send me a headed letter to my email to send to FortuneClock to prove it was my card, it had the dates used it, the card number and my name and address, and they refused it saying they want a statement, but nobody seems to listen.

It's very stressful, I have tried everything I can to verify this card.

Hello. I made a withdrawal on May 26th after fully verifying my account (which also took a long time). On the morning of May 27th, my withdrawal was accepted into my bitcoin wallet. On May 29, I contacted an assistant in an online chat with a request to find out when the money would be credited to my bitcoin wallet, the assistant asked me to send proof that I had not received the money, I sent a screenshot. In the end, I was told to be patient and wait. The next day I contacted the assistant again about the same issue, as a result they sending a request to the finance department and they said they would contact me by mail within 24 hours.

I later contacted again to see if there were any updates. To be honest, I just don't want to wait because I understand that they are stalling. now I was told that I should be patient and wait 5-10 days. I don’t advise the casino to anyone, I'm afraid that after this time there will be another problem with withdrawal. I just want to get my withdrawal ASAP and never deal with this casino again.

Thanks, I hope for the help and response of the Fortune Clock Casino .