Inactive user
On Thursday 9th April, upon playing one of M fortunes casino games “Pick a Pot O Gold”, I won the amount of £1800 after depositing £30.
I applied to withdraw these funds three times, understanding this would take 5+ days, using the maximum £500 limit each time.
On Sunday the 12th, I played the same slots game and won a further £1469. After coming out of the app for a few minutes, I returned to withdraw and noted the pending withdrawals had all disappeared from the account page including the previous transactions from Thursday.
I called your customer services and was informed that it was a technical issue that could not be resolved until the team were back in the office on Tuesday morning, after the bank holiday and that the winnings had “gone” for reasons unknown.
I had, however, also called customer services on the Friday to query the withdrawal timeline and was not informed of anything untoward with the process or any reported technical glitches affecting my Thursday winnings.
Upon calling for the final time on Tuesday at 10:26am, the technical team investigated and claimed the game had suffered a “glitch” and was showing “abnormalities” on both occasions that I happened to have been playing.
They claimed the game was then pulled and investigated and it was concluded all winnings were null and void due these errors.
My concern is that it seems unlikely that the game would suffer the same error three days apart without Mfortune identifying these issues in the mean time. The game, I also noted, was live the entire time between Thursday the 9th and indeed was still live on the Tuesday at the same time the technical team had claimed to pull it from the system to investigate the concerns.
I have been denied my winnings of £3269 by your company who claim it would be unjust to award the money as it was not technically won yet your team did not offer to reimburse my original £30 deposit, which by the same logic, should also be disqualified if game play was affected.
You have not provided me with any evidence to support the claims of technical difficulties and I find the situation suspect due to the time lapse between winnings, the lack of communication from Mfortune to their customers informing other players of the issues... as well as reviews I have discovered online from other customers being denied their winnings for obscure reasons.
I would be grateful if this complaint could be noted and, if possible, investigated as it is obviously a disappointment to lose such a large amount of money at a time when it would certainly have aided my family due to the ongoing pandemic crisis.
I am unsure if MFortune is acting within its legal rights and would be grateful if you could confirm this for me as I will also be making an enquiry with the gambling commission.
