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mFortune Casino - Delayed Payment, website errors and validation issues

REJECTED
Complaint Info
Disputed casino mFortune Casino
Reason Delayed payment
Amount £ 70
sankeylatic United Kingdom
Posted on March 1, 2019

It is a pity I can only place this under one header.

mFortune was an offer on a cashback website, which I decided to take up. I deposited £10 via paypal and £20 via mobile phone bill. My withdrawal was then just over £70 (already minus the free spins etc). Only yhen did I check for mFortune reviews - this is when I knew this would end up on here.

Firstly, ID was sent - copy of driving license - this was declined as it wasnt a photo. Ok. Then came a lengthy conversation with an advisor (at no point disclosing whether the call was recorded until prompted). Upon trying security, I was told my DOB was incorrect - I then corrected this with the advisor, who said this had been done on the file. After querying who governs the data protection policy form mFortune, which she wouldnt sufficiently answer, I was eventually told what ID to send (there was a couple of very unprofessional sighs on the phone from the advisor, which I did comment on - being a Director of a call centre myself). I then sent - 3 phone bills, copy of TV bill, copy of energy bill and both picture/scan of passport. 2 days later, this was declined.

Speaking to another advisor, my DOB then failed validation again - apparently I had gotten the day, month and year all one away from what they actually are - how convenient! And obviosuly, this hadnt been corrected by the previous Advisor as stated. Apparently the Advisor isnt allowed to read file notes out to me, despite these being on my file. When I then requested a full copy of my file, including file notes, under GPRD regs, i was placed on hold. I cannot get a straight answer on whether I will actually get this, but apparently a Manager will call me within the hour.

After a lengthy chat with the Advisor, who seemed quite good in fairness, he then requested a screenshot of me logged into Paypal, which has now been provided. On the line, he has said his Manager accepts all my ID is now there, and my DOB corrected. Apparently I could have a payment by the end of next week.

The communication between departments at mFortune appears to be non-existent, I highly doubt I will get a copy of the file (which I am legally entitled to), and I am in serious doubt as to whether they will actually pay out. I have also requested a copy of the data protection policy twice, which has been ignored both times - with no reason given.

I would never dream of using this service again.

Posted on March 5, 2019

Hey SANKEYLATIC,

We are sorry to hear that you feel unhappy about our withdrawal and customer service received. We take all reports of dissatisfaction very seriously and will always investigate and consider carefully your concerns to try to reach a satisfactory outcome or to enable us to provide you with a proper explanation for our decision.
As a company who prides itself on offering the highest level of customer service if at any point a player raises doubt or concerns over the quality they have received will be investigated with the up most importance. Please rest assured that if at any point we feel you haven’t been offered the highest level of service, we will conduct training and support in house for the members of our team for whom you interacted with.
It can be difficult for our players to understand why we ask for proof of ID and other documentation before making payments out. We have a responsibility to our players to ensure as far as possible that payments are made to the correct people in a reasonable timescale. Because of our licence we also have a responsibility to our regulators and to other parts of the business community to ensure that players are bona fide and that they are using legitimate payment methods.
Whilst we do appreciate that this can delay a withdrawal being processed it is a verification process that all of our customers have to complete at some point during the lifetime of their account.
We can confirm that the requested information was received and any payments processed.
With reference to the request for account data full details of our privacy policy are available for players to review at any time at www.mf­ort­une.co.uk­/ou­r-t­erm­s/p­riv­acy­-po­licy/ along with contact details for our Data Protection Officer. To enable us to process any requests under GDPR we would need to receive a completed request form, alternatively the information required can be completed over the phone on behalf of a player.

Regards,
mFortune

sankeylatic United Kingdom
Posted on March 5, 2019

Good morning

Thank you for your reply.

Working as a Director of a call centre myself, I fully understand the importance of data protection. However, I do not see how asking me which browser I used to access your site is completing DPA to a valid standard? Before you answer, please bear in mind that one of your Managers has actually agreed with me on this being negligible at best, on a recorded line on Thursday evening (28th February 2019).

Do you tell all of your clients at the start of the call that calls are recorded? Only the Manager I spoke to did so? Again, intrigued by this and your explanation as to why it was not done on 2 different calls, by 2 different agents, until prompted by myself.

On the recorded call with a Manager on Thursday evening, mentioned above, I was told a GDPR request form would be issued immediately after the call - this has not been done. However, I was paid out immediately after this conversation? Can the GDPR form please be sent? You can access my email address from the recorded call on which I confirm it to your Manager.

Thanks

Posted on March 7, 2019

Hello SANKEYLATIC,

Thank you for your review. We are sorry to hear that you are dissatisfied with our GDPR processes.

As required we advise all customers that any contact we have is recorded for training and monitoring purposes be this via call, e-mail or our live support feature. All callers into the Call Centre are prompted by a recorded message to advise ‘Please be aware that all calls are recorded for training and monitoring purposes’. The same message is provided in the written form on e-mails and live support contact. With any outbound call we make to customers agents are required to relay the same message verbally.

Our manager offered to complete the GDPR Subject Access Request form on your behalf which was declined in favour of the form being sent via e-mail. Your e-mail address was confirmed on the call and the GDPR Subject Access Request form was sent to this e-mail address on the 28/02/2019.

To date we have not received the form to be able to process the request for data.

The GDRP form was resent as requested to the email provided.

If you haven’t received the form please let us know the convenient time for us to call you to obtain alternative e-mail address.

Alternatively you can send an email to compla­int­[email protected]­for­tun­e.c­o.uk.

Regards,
mFortune

sankeylatic United Kingdom
Posted on March 8, 2019

Good morning

What is the reason my asking regards the browser above was ignored? I would still like to know how this is a valid form of data protection?

I would like to complete the form myself so I know it has been done - quite frankly, I do not believe it has been sent/attempted to send. I spoke to a member of your team yesterday who advised me she tried to send the form to 2 separate emails - neither of these have been received, nor was the email on Thursday 28th. Yet, there was no trouble when engaging me over identification?

Having spoken to another member of your team this AM, I was told the form had been attempted to be sent twice - my above comments indicate I have been told it had been attempted at least 3 times, so at least one member of your team has misinformed me on an occasion.

I offered to pay for the postage of this form as your member could not tell me why you would not issue via post? I also offered to email yourselves, allowing you to reply, but this was again dismissed as not a valid option.

I find it hard to believe that a simple form can not simply be emailed over to myself. To me, it seems like an attempt to frustrate me into 'going away'. This will not happen. I have a right to this file, and need this sorting ASAP before I have to take this further. I am aware you have 40 calendar days to respond to me; we are now 8 days in.

Thanks

Posted on March 8, 2019

Hello SANKEYLATIC,

We are sorry to hear that you are unhappy with our response and that you have not received the e-mails sent to you on 28/02; 07/03 and 08/03 containing the subject access request form. We can assure you that we want this matter resolved as soon as possible and do not wish to delay the process.

We have attached screenshots of the e-mails that we have sent, to the e-mail addresses that you have provided, which include the date and time that they were sent.

Further to the conversation you had with a Manager this morning we sent a subject access request form first class via Royal Mail to the address registered on your account as you declined to have the information collected via phone in order to speed up the process.

With regards to the Data Protection questions due to the nature of our business we have to ensure that we are speaking to the registered account holder. I am sure you can appreciate that gambling can be seen as a negative activity which is not shared with friends and family members therefore we ask an account specific question that only the registered account holder would be able to answer as the name, address and D.O.B. would be known to most family member.

Unfortunately upon confirming security, your date of birth had been entered incorrectly upon registration and you were unable to confirm the log-in username you had created. Additional questions were asked to verify you as the account holder. Asking a player to confirm the browser alone would not have satisfied our requirements but as part of collective questions we consider this to be a suitable question.

Please may we kindly ask you to complete the subject access request and send it to the address that is included within the letter sent to you.

Once we have received your completed form we will contact you with the information requested.

Regards,
mFortune

AskGamblers
Posted on March 11, 2019

Dear @sankeylatic,

Please let us know if you have cooperated the casino and sent the required paperwork. Please be in aware in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

AskGamblers
Posted on March 13, 2019

Dear all,

Please be informed that because of internal issues with the AskGamblers Casino Complaints Service /AGCCS/ system we are currently unable to handle your case accordingly. We expect the issues to be handled by March 19th and until then your case will remain with status 'Open'. Until further notice, AskGamblers Complaints Team is kindly requesting you to refrain from further posting to your complaint. As soon as AGCCS is back to normal operational state, you will be informed immediately.

Please accept our sincere apologies for all the inconveniences caused and thank you for understanding.

AskGamblers
Posted on March 22, 2019

Dear all,

Please be informed that the internal issues we have been experiencing with the AskGamblers Casino Complaints Service /AGCCS/ system have been successfully resolved and it is now back to normal operational state.

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