Allowed me to deposit and play despite active self-exclusion

So mFortune has been helpful in the past and has paid on time, however, this time around I have won £165.55 which has been shown in my withdrawable funds and it keeps getting rejected..even though they have paid me before.

I seem to be getting ignored on email, text, and live chat support I feel like I’ve hit a brick wall, I can’t even get through to touch games on the phone, and there is no other way of contacting them

The last time I spoke to someone on the support they said I needed to upload my bank statement, I have done that and on top of that submitted my driver's license.

Nothing.. just rejected payments, This is not good as they are happy to take your money but do not pay it back quickly enough…

Requested a withdrawal through bank transfer, they requested more documents which were processed fine.

I then received a text saying they were changing the withdrawal method to the card. They choose not my last top-up card but a card and bank account that has been closed for over 1 year. This failed the money disappeared. Hasn’t gone onto my mFortune account.

Live chat won’t reply

I won a decent amount on 17 July 2022 and withdraw. I received my 6900, but I am still waiting for my 5000.

I sent my id again on the Friday the 22 of july 2022 and its still not been processed. I would like my money I won please.

I use trustly payment method which is instant I shouldn't have to wait days with no reason.

Your t and c says within 1 day. I have been waiting since Friday 22 July, still not processed.

Please resolve urgently.

It’s been over a month now waiting for my withdrawal from mfortune casino I phone nearly every day and email every day and all I get from them is we can’t tell you how long as it’s a different department that deals with the withdrawal they tell me to wait for a text message.

So far I have done everything and more that they have asked from me with the verification, photo of driving licence, photo of bank card used, video and selfie with bank card and drivers license, a Skype call, invoices to prove where my money has come from and if legitimate I’ve provided everything witch has all been accepted but yet still no funds have been received M FORTUNE pay me my winnings I won fair and square !

On the 30th of October 2021 at the time 22:25:49 I asked for a withdrawal on 500£ again same date but at the time 22:31:16 I asked for another 500£ withdrawal, so all in all I asked for 1000£withdrawal however it stated that for security reasons I could only ask for 500 in one go hence I did it 2 times, they asked for ID which I ofc send them on the 8th of October.

I reviewed a text saying thank you for sending the id and that I would get a message ones it had been verified, on the 12th of October I received a message from them saying congratulations on the win and that the money had been processed, however the money never arrived.

I got in contact with live support on the 2 nd of November and told them my concern and I send them bank statement to prove that the money had not arrived on my account, I was told they would forward this, however I didn't hear anything back other than another message saying thank you for identification and they would safe it to further use if necessary, about 10 days later as there had still not arrived any money I contacted live chat again and this time I was simply told the money had been processed on the 12th of October and that I needed to contact my bank.

I contacted my bank some days after ( I'm in cancer treatment so I don't react on these things as fast as usual) however got my bank contacted and they told me that no money had been tried to be payed out to my card or bank so they couldn't give me any info as the payment from mfortune nor inTouch games existed.

I then contacted live chat once again and first he asked if I has asked for a 10£ withdrawal which I ofc corrected him and told him not 10 but 1000£ all together, he took a look again and came back confirming the 1000£ and then telling me once again that it had been payed out on the 12th of October and that he did not know why the money had not arrived yet.

Once again he asked for a new statement to prove I had not received the money, I send that statement off as proof which was approved by him and told me I would receive a message from them, now we have the 30th of November and I haven't heard a word from them neither gave I received my withdrawal, I think it is really sad.

I have been very nice and polite through all this but I'll admit it feels a little like they are holding it back as they know I got cancer, so maybe they are thinking I might die soon and then no one will claim the money, that is my fault though as when I contacted them the first time I explained that I was going into treatment for cancer and therefore didn't have the energy to fight regarding getting my withdrawal payed out.

I hope I'm wrong but it does feel like they are just holding out waiting to see if I keep claiming the money sad but that's how I feel, I mean if they have trouble paying out to my debit card they could tell me and I would give them my PayPal instead.

I am writing this complaint again in relation to the pending withdrawal issue I have had with mfortune processing team over a withdrawal request of £2020 which they are still holding for no legitimate reason as I abided by all the terms and conditions of Mfortune and provided them with sufficient information and documentation over the period of last 2 weeks in relation to the withdrawal of £2020 to be processed. I created an account with mfortune casino around 2 weeks ago and made deposits total of around £1700, after playing for a few days I have had a win of £2020 so I requested a deposit of full £2020 from my mfortune account to my debit card and as a result I was asked to upload my identification documents (photo Id, prove of address & proof of the debit card) in order for the withdrawal to be approved and processed successfully which I did but a few days later I received another message requesting further documentation but this time I was asked to upload a video with me holding my driving license and the bank card which I used to make deposits in relation to the same withdrawal of £2020, I uploaded the video identification as requested via the mfortune app on Friday the 22nd of October. On Monday the 25th October 2021 I received another text message requesting a further document this time mfortune requesting a screenshot image or pdf bank statement showing deposits to my mfortune account so I uploaded an image of the requested bank statement, a day later on Tuesday 26th October 2021 I received another message in relation to the same withdrawal of £2020 requesting a PDF version of the same statement showing deposits to the mfortune account I even provided that and uploaded the PDF document of the statement hoping that my withdrawal of £2020 would be processed successfully but unfortunately that did not happen, on Wednesday the 27th of October 2021 I received a phone call from the compliance department of mfortune asking me further information in regards to the amounts and deposits shown on my statements which I uploaded previously and I explained to the advisor in great detail about the origin of the deposits and he was satisfied with that and assured me that my withdrawal request of £2020 will be processed but once again unfortunately that didn't happen and on Thursday the 28th of October 2021 I received a further call from the compliance department at Mfortune this time requesting the source of my income and I as asked to upload any proof of my income or I am in receipt of any benefits so once I again I uploaded a PDF version of my bank statement showing the receipt of my Universal Credits along with that I also uploaded my universal credit screenshot from the www.gov.uk website with the amount and dates showing of my universal credit account hoping that my withdrawal of £2020 would be processed after that but yet again it didn't happen instead on Wednesday evening my mfortune account was blocked and when I phoned to inquire about my account and withdrawal of £2020 I was provided with no information or any valid reasons for the blocking of my account as I abided by all terms and conditions and provided more than enough evidence in relation to my withdrawal of £2020, so I would like to file an official complaint to the complaints department in order to receive my withdrawal and this whole experience from start to finish have had a devastating impact on my physical and mental health so I would kindly request the relevant department or person to assist me with my withdrawal request please if I don't get my money or if I am unable to resolve this issue in an amicable way then I will have to take this further with IBAS and with my local MP as this whole process has put me in a really stressful and difficult situation.

Hi

I made a withdrawal from mFortune and it was processed and sent to my account on 24/98/21 unfortunately I didn’t realise my card had expired so the payment was returned.

I was asked to send more identification in the form of a bank statement that showed the 3 deposits made prior to the withdrawal request. I done that and was told 1 working day to process and then the £700 would be back in my cashable credit to re withdrawal via bank transfer.

It has been 14 days of being told 1 working day and that “it has only been sent to be processed this morning”

I have sent everything request and required but still nothing

It’s been over 3 weeks.

I do not understand why it has taken this long when they have all the correct documentation needed.

Thank you.

On 9th Aug I won £8000 on Mfortune Casino app. I requested a withdrawal and i was then contacted by Mfortune on 11th Aug to submit some documents to verify my account.

ID, proof of address and bank statement were sent to Mfortune on 11th Aug 2021.

After 7 days on 18th Aug, mfortune realised that they need additional documents. I uploaded additional documents on same day and on 19th Aug I received a confirmation message stating that they have received everything they asked for!

Assuming that they have got everything they asked for I was waiting for my final confirmation message to verify my account but to my surprise, I received a call from the safer gambling team (Todd)on 24 Aug asking for more documents!! It took them 3 attempts to figure out what is needed to verify someone identity!! I am sure there are certain checks needed to b carried out but I can't understand why it took them so long to finally realise what's needed and what's missing.

I would have provided them with all these documents in the first instance if I knew what was needed.

I was assured by Todd that within 24 hours my account will be reviewed for final verification and to release the payment.

Ever since 24th Aug, I am still waiting for the confirmation.

My account is now banned and I can't access it.

Every day for past 24 days I have been on call to an operator listening to the same automated responses.

I have been told to keep waiting. That's all I get after 24 days. No SLA is being met as advertised on their website. It has certainly been longer than 3-5 working days.

Certainly it shouldn't take this long.

I really need to get this resolved as it is causing me unnecessary stress and it takes me on average 45 minutes each time on long queue every day to get hold of someone for an update.