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mFortune casino- Didn't pay out

RESOLVED
posted on July 28, 2013.

At the beginning of June last year, I had substantial winnings with mobile casino, mFortune.

When I came to cash out my winnings they said I had to prove that I had paid my phone bill before I could obtain my winnings.

I emailed them telling them that I infact needed my winnings to pay my phone bill which was a fair enough point, in my opinion.

When it came to it, I couldn't pay my o2 bill and it resulted in me getting cut off, and mfortune not honouring what they said to me by paying the bill with my winnings.

So here I am, I have paid of my bill and no money mfortune!

posted on July 30, 2013.

Hi Karlos,

Thank you for bringing this to our attention. To provide you further assistance please contact suppor­[email protected]­for­tun­e.co.uk with your account details.

If you would like to make a complaint, please send an e-mail to compla­int­[email protected]­for­tun­e.c­o.uk.

We take complaints very seriously and this matter will be investigated thoroughly

Thank you,

mFortune mobile casino.

AskGamblers
posted on August 3, 2017.

This complaint has been reopened due to the declared willingness on behalf of mFortune Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team is reluctant to give these old cases one more chance for a successful resolution.

posted on August 3, 2017.

Hi @Karlos,

We have looked into your complaint and can see that you made deposits by your phone bill, and as per the attached T&Cs, were asked to provide evidence that this had been paid before any winnings could be withdrawn. This is because mobile deposits are paid for by your network provider and are paying with credit until your bill is settled.

On 11/06/12, we requested proof that the phone bill had been paid and as such the balance settled with your network provider before we could continue processing your withdrawal. This was not provided and we received no further correspondence from you. As such, you were in breach of our T&Cs and the withdrawal cancelled.

We take responsible gambling very seriously at mFortune and would like to remind all players that they should not be betting with funds they don't have, and as such rely on winnings to meet their monthly bills.


mFortune

AskGamblers
posted on August 5, 2017.

AskGamblers Complaints Team have been provided by valid evidence on behalf management of mFortune Casino where is clearly visible that player didn't pass casinos KYC and with that act breached casino's general terms: #6.51, 8.57.j, 11.71. 15.116


6.51   If we are informed by your mobile network operator that you have not settled your mobile phone bill in relation to deposits made to your casino account we will void all the bets on your Player Account.

8.57 We reserve the right, at our sole discretion, to suspend or close a Player Account and to void any withdrawals and remove any balance (being cashable credit, bonus credit or both) in a Player Account in any of the following circumstances:
...j. Where we have requested additional identification to be supplied by the Player and the Player has failed to provide satisfactory identification within 60 days of the request.

11.71 We may offer you a facility to top-up your Account by applying a charge to your mobile phone bill or mobile phone pre-pay account. We reserve the right to withdraw or limit this facility at any time and without notice. You may not use this facility if doing so is in breach of the terms of your mobile network operator agreement. If we are advised by your mobile network operator of your non-payment or misuse, or if payment is withheld by your operator or we suspect your non-payment or misuse of this facility, we may suspend or cancel your Account or ask you to provide evidence of payment to your network operator. Any credit (cashable and / or bonus) in your Account will be forfeited and withdrawals voided if your Account is cancelled in these circumstances.

15.116 Cheques issued for payment of winnings are valid for 180 days. A stop will be put on any cheques not presented within this period and they cannot be reclaimed. It is the responsibility of the Player to provide correct bank details for winning payments. Any payments returned to us due to incorrect bank details will be held for 180 days. After 180 days has elapsed Players will not be entitled to request repayment. Account holders requested to provide additional identification or other information, such as proof of payment of a phone bill, have 60 days from date of the request to provide required items. If items are not received in that time we reserve the right to close the Player Account. In addition any pending or unclaimed withdrawals and credit (cashable and / or bonus) will be void. 


Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for mFortune Casino.