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mFortune Casino - Refusing to accept valid proof of address required for delayed £30 withdrawal

Complaint Info
Disputed casino mFortune Casino
Reason Verification issues
Amount £ 30
jodie1997 United Kingdom Message
Posted on January 14, 2019

I have had a pending withdrawal of £30 for months with MFortune and after struggling to get any contact from them I finally emailed to get a response asking first for my account details and address associated with the account (which I provided and was accepted). I also emailed at this point informing them my address had changed and gave them the updated one which they accepted as they then asked me to provide proof of ID and address. No problem, I sent over a photo of my drivers license and a letter from my bank. It was dated the 11 October which at the time was 3 months and a few hours ago (early hours of 12 Jan). I predicted Mfortune would choose to reject the latter and delay the process even more so went ahead and sent a follow up email with a letter from HMRC I received after leaving a job. MFortune declines to mention that employment related HMRC documents are void. Annoying, but I thought ok I will send my confirmation of study letter from university. This has today’s date, my full name, current address as indicated in one of my first email correspondences with the company, and company logo. There is literally nothing more they could ask and yet it has still been declined as apparently my address is not visible! In fact the letter I provided stated my address TWICE so I am lead to believe the company is not even bothering to read the evidence I am supplying, but simply rejecting it each time just to further elongate the process which has already been delayed a ridiculous amount of time. I have re-sent the same document with annotations of where the required info is provided and am now waiting on a response, but am still opening a complaint as I am very sure it will somehow be rejected again.

The only guess I can make is that MFortune plan to reject me on the grounds that I can’t provide proof of address which matches my account (made before I moved), as it doesn’t let you change your address without contacting support (which I already did almost a month ago, and this was acknowledged by a MFortune support member). I am providing proof of my current address, correct as of my bank and mobile phone company so I don’t know what more they want from me.

Posted on January 15, 2019

Hi there,

We're sorry to hear you're having trouble. We have escalated your complaint to the complaints team and will be in touch in due course.

Thanks for your patience.

Best wishes


Posted on January 16, 2019

Hi Jodie,

We're sorry for the delay in getting back to you. We have investigated with the complaints team who have informed us that you have provided us with proof of your new address but we do need to see proof of your old address. For security reasons, we need to see I.D. that matches with the details on the account.

Please see the private screenshots we have attached showing the address you used to register your account, and a note showing that this I.D. is still outstanding. In order to resolve this, we require proof of the address registered on your account and then your withdrawal can be processed.

We do not have any record of phone calls or call-back requests from the number linked to your mFortune account, as shown in the third screenshot.

Once the required I.D. has been provided and approved, your withdrawal will be processed. It is the responsibility of the player to ensure that the details on their account are accurate and up-to-date. It is also the responsibility of the player to provide us with clear I.D. that matches these details.

All the best,


Posted on January 16, 2019

Dear @jodie1997,

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.

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