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mFortune Casino - Withdrawal withheld with absurd reasons

REJECTED
Complaint Info
Disputed casino mFortune Casino
Reason Delayed payment
Amount £ 100
Smelly100 United Kingdom
Posted on April 6, 2020

I played with MFortune for about a month, never won anything depositing on numerous occasions via debit card and via phone,
Won £100 tried to withdraw now they are asking for Id, so I sent driving license, passport, screenshot of paid phone bill, now they ask for a pdf of phone bill via laptop, I haven’t got a laptop, I have sent lots is Id with photos and full address that they never requested when you deposit but now when you wish to withdraw totally different, I have read hundreds of reviews from people in the same boat, this is obviously a scam company who want you to keep depositing but don’t want to payout!! Can I get advice on options?? I’m looking to go to ibas and the gambling commission. Please help to shut this company down!!

Posted on April 7, 2020

Hi SMELLY100,

Thank you for your post, We are sorry to hear your having difficulties with your withdrawal request. Firstly we would like to reassure you that we are always happy to see our players win, and the vast majority of our players have no issues when it comes to withdrawing with us.

We would like to reassure you that our request is not a reluctance on our part to send you your winnings, we are happy to see our players, and you, win and be successful. We do understand sometimes that it can be difficult for our players to understand why we ask for additional information before making payments out. As a mobile casino we have a responsibility to our players to ensure as far as possible that payments are made to the correct people, and in a reasonable timeframe.

Because of our licence we have a responsibility to our regulators, as well as to other parts of the business community to ensure that our players are genuine, and that they are using legitimate payment methods. This includes being alert to the possibility that some players may unfortunately attempt to defraud their mobile phone or credit card providers.

We take our regulatory responsibilities seriously and therefore we have in place a number of internal procedures and controls to help prevent any potential abuse of the gaming system.

The possibility of us asking for this information is covered within our terms and conditions which was acknowledged and accepted by you when you first registered your account. This term can be found in - Section 8: Withdrawals - 86. We may ask you to provide other information, such as proof of payment of a phone bill, before we make a withdrawal payment.

In this instance from your notes, it seems we have requested additional information from you, this is not to verify your identity, but more likely due to the deposit frequency and amounts you have deposited into your mFortune Casino account using your mobile phone. Regrettably this information cannot be asked for in advance when you first register your account.

When making deposits using your mobile, your network provider credits us with the amount you have requested, which you in turn pay back to your network provider at a later date.

Please be aware you do not need a laptop to download a PDF version of the bill, this can be done via your mobile device.

We do require to see confirmation to show your phone bill has been paid up to date, (up to and including 02/04/2020) from your provider:
- Proof of the mobile phone bill as a copy of your network statement in PDF format or an appropriate image clearly showing the following information. The PDF statement can be obtained from your online account with your network. We must be able to clearly see the contract holder's full name, mobile phone number, the date the bill was issued and the total amount owing to the network.

- Proof of the payment to your network provider in the form an image or online screenshot of a bank statement. Please be aware an acceptable screenshot would be of an online bank account summary page. We must be able to clearly see the date of payment, the amount paid, the recipient’s details and that the payment has cleared and is not in a pending status (we advise to make sure we can see the payment debiting the balance).

Here's how to obtain a PDF statement from O2:
1) Log in to your O2 account on a PC, laptop or tablet browser at www.o2.co.uk
2) This is found under 'My O2' in the top right corner of the page and clicking 'Sign in or register'
3) From the 'My O2' page click on your mobile number
4) Click 'View Latest Airtime Bill'
5) Click 'View Latest Details Usage And Charges'
6) Click 'Download and print latest bill' at the bottom of the page
7) Click 'Download PDF Bill'
8) Save the file

The easiest way to send PDF documents through to us is via email to [email protected] including your full name and your mobile number in the subject box.

Once we have received the information we will provide you with updates on the identification you send, and once applied to your account we will pass this to our payments team to verify.

Once verified, you will receive a text message within 1-2 working days to inform you of the processed payment. We look forward to receiving your identification and moving forward with processing your winning payment. Please note, weekends and bank holidays are not included as working days.

We do advise that once the payment has been processed this then becomes out of our control and down to the procedure for your relevant withdrawal method, which as a guideline can take between 1-5 working days and we will send you a further text message to confirm this has happened.

We look forward to receiving the requested information from you, in order to proceed and process your withdrawal.

Should you require assistance our Contact Centre team are available 24 hours a day by using the Live Chat facility.

Kind Regards
mFortune

Smelly100 United Kingdom
Posted on April 9, 2020

I have emailed complaints and received no reply, i have been told via live chat that I need to provide evidence as you stated that my phone bill has been paid, I have emailed that to [email protected] Apparently that is still not enough dispite me providing that evidence and copies of my driving license , passport and utility bill. As my bill is generated every 22nd of the month and my direct debit goes out in the 6th of every month I now have to wait until my next bill is generated so that includes the 2nd April, so effectively I have to wait until the 6th may before I can access my winnings which were requested in March. I get 3-4 text messages a day stating deposit now get this get that so if I was to deposit again by phone as I have been doing then you would require further evidence that has been paid and again wouldn’t pay out making it impossible for customers to access their winnings as you always require this evidence from your so called duty of care. No other bookmaker in the country does this and requires this information. I have contacted the gambling commission and they are aware of this practice from your company, I have been told to follow the complaints procedures and keep them updated, unfortunately I haven’t received any response from my emails, I have requested all gdpr and call logs relating to my complaint sending and have received nothing. Under your gambling license you are supposed to make checks on customers within 24 hours of them opening an account I have also requested information on what checks were made when I opened the account and again no one can provide this information. This is a total scam, customers are wanting to make withdrawals and you are unwilling to send withdrawals without customers jumping through so many hoops and you are hoping they just give up, you only have to look at reviews of your site to find this out. So if I don’t deposit again tonight have to wait until the 22nd April for my next phone bill to be generated and the 6 th may before my direct debit goes out then another 3-5 days to get my winnings and that’s if there isn’t any more hoops to jump through which I’m sure there will be, so another month to wait even though I have produced evidence my latest phone bill was paid in full. Absolutely shocking casino with shocking customer service, if any other customers read this do not in any circumstances join this casino it’s like burning money, absolutely no issue to join and keep depositing as many times and as often as you want but when you wish to withdraw even a small amount like I do dispite providing all evidence it keeps rolling on they will do everything possible to keep from paying out. All customers who read this and are affected please contact the gambling commission I re iterate the person I spoke to made it clear they are looking into the practice of MFortune.

Posted on April 10, 2020

Hi SMELLY100

Thank you for your reply to our response, we are sorry to hear that you remain unhappy with our explanation.

As mobile telephone deposits are made on your behalf by the network provider, we do need to ensure these deposits have been cleared before we can move forward with processing any withdrawals. This does, unfortunately, mean that we are not able to process your win until we have received this information.

When you registered your account you confirmed your acceptance of our terms and conditions. We would refer you extracts from the terms and conditions which apply to your circumstances as follows:

Section 8: Withdrawals
85. We reserve the right to void bets and refuse or withhold a withdrawal where we have any reasonable grounds for closing your Account (see Section 9 below), including where there is evidence of “suspicious activity” (see Section 12 below). In particular, if we suspect fraud or fraudulent activity on your part, or any of your deposits are charged back to us as a result of (alleged) fraudulent use, or loss, of your credit or debit card, we reserve the right to refuse or withhold a withdrawal from your Account and, if necessary, to lawfully collect any payments owed by you. It is your responsibility to provide correct bank details for winning payments. We will make reasonable efforts to contact you to obtain correct bank details.

86. We may ask you to provide other information, such as proof of payment of a phone bill, before we make a withdrawal payment.

87. We aim to process withdrawals for depositing customers within 3-4 working days (being Monday to Friday, excluding Bank Holidays) of a request. Withdrawals for non-depositing customers will take 10-12 working days. Where we require source of funds, proof of payment of phone bill or any other documentation, withdrawals will be delayed pending receipt of such documents.

As we are unaware of your billing cycle, this may mean you may have to wait until the next bill has been generated. We apologise for any inconvenience caused. Rest assured your withdrawals will remain in your account until the requested identification has been received.

We can see you have sent through screenshots relating to your phone bill, unfortunately, we are unable to accept them as they do not show the information required.

Contrary to your view about our reluctance to pay out, we are happy for our players to be successful and, once our security procedures have been satisfied, we are pleased to be able to make payments.

We look forward to receiving your identification and moving forward with processing your winning payment.

We can confirm that we have received your Subject Access Request for information and we are happy to supply this information within 30 days of your request made on 08/04/2020.

We are, unfortunately, unable to confirm that you have logged an official complaint with us.
Please may we urge you to do so by putting your complaint in writing to compla­int­[email protected]­for­tun­e.co.uk where we will certainly endeavour to assist you to our fullest in this matter.

Should you require assistance our Contact Centre team are available 24 hours a day by using the Live Chat facility.

Kind Regards
mFortune

Smelly100 United Kingdom
Posted on April 10, 2020

Firstly I sent a pdf copy of my paid phone bill to [email protected] as you requested, I have also sent numerous complaints to compla­int­[email protected]­for­tun­e.co.uk and have received no reply. I have deposited by phone on numerous occasions and part of the paid phone bill I sent was deposits to your company . But that is not enough as I deposited by phone after my bill date you now require evidence that has been paid which I can’t provide until my next bill is generated on the 22nd April and my direct debit goes out on may 6th, so quite simply you are failing to pay out my winnings for another month which is disgraceful, no other company uses these practices and it’s purely a delaying tactic to prevent customers receiving their winnings. If I was to deposit again by phone you would require proof that has been paid and that would roll on to the next bill and next bill after that. It’s An endless cycle designed to frustrate loyal customers and so you don’t pay out. That’s why your system keeps sending endless texts out prompting customers to deposit and keep the cycle going and why when you get low on your balance there’s a instant pop up saying you have pending withdrawal do you want to cancel it. It’s blatantly obvious your company has no morals whatsoever. I complained to various outlets including watchdog and I hope your company gets investigated

Posted on April 10, 2020

Dear Smelly100

We are sorry to hear you feel this, please rest assured once we have received documentation required we will be more than happy to process your funds.

As we are unaware of your billing cycle, this may mean you may have to wait until the next bill has been generated. We apologise for any inconvenience caused. Rest assured your withdrawals will remain in your account until the requested identification has been received.

As we offer a fantastic bonus scheme, our players will receive messages regardless of pending withdrawals, however, we offer our players the option to remove the SMS facility, this can be done by contacting our support team or by texting STOP to 85777.

Furthermore, we are concerned to hear that you have sent correspondence to complaints which we have not responded to, especially as you have stated you have sent numerous emails. We will certainly investigate this further as to why we haven't received them.

We appreciate this may not be the response you were expecting, should you require assistance our Contact Centre team are available 24 hours a day by using the Live Chat facility.

Kind Regards
mFortune

Smelly100 United Kingdom
Posted on April 10, 2020

I have sent the required documentation for my latest phone that clearly states paid in full. As previously stated this includes transactions made to your company. I have received an email about an hour ago from your company stating the terms and conditions I.e you have a duty of care to your network provider and require the proof that the phone bill was paid ( which I have sent as far up to date as I can possibly do ) it also states that as my last deposit via phone was on the 2nd April you require proof that this has been paid. So again as you didn’t answer my question in your last reply if customers continue to deposit by phone they have no chance whatsoever of gaining their funds and your duty of care to the provider states you need proof the bill has been paid and the process will keep rolling on and rolling on. Your quite aware of this and i would like you to point out in your terms and conditions where it states this. It simply states as you have already put on your message, during the lifetime of your account we could require additional info regarding proof of paid phone bill. We are not fools!! We can see through this scam that’s why in my email I received it clearly states you are free to keep depositing and playing our games. If customers keep depositing you will require additional proof that bill has been paid and will again withhold funds until the next months bill is sent. Funny how I’ve stated this point 3 times and not one of your replies has addressed it?? Where you in your terms and conditions does it state we will continually require proof of paid phone bills bank until withdrawals are released?

Posted on April 10, 2020

Hi Smelly100,

We apologise you are unhappy with the information provided, as advised we need to ensure all deposits are paid back to the network service providers, when a request for further information has been made the request will remain in a pending status until the documentation has been received, we wouldn't change the dates, we would require the information for the deposits relating directly to the requested withdrawal.

As advised we are not aware of your billing cycle so sometimes it would mean some players may need to wait, unfortunately, this is beyond our control.

We can confirm we have received screenshots, which unfortunately, do not show all information. We need to ensure deposits made to mFortune casino are paid back to the network, a previous months bill would unfortunately, not show more recent deposits made.
We understand you are unhappy with the information provided, we can assure you we are not a scam, but we do need to reiterate once the information has been provided we will be more than happy to move forward with your payment.

Should you require any further support please do not hesitate to contact us.
Kind regards
mFortune

Smelly100 United Kingdom
Posted on April 10, 2020

I supplied the relevant pdf document of my latest paid bill on the 8th April. This was the period up to 22nd March which is my billing date. I may have deposited after that point up until 2nd April but that bill won’t arrive until 22nd April. So to be absolutely clear if I was to deposit by phone again and it fell after my billing date of 22nd April you would not be able to verify that until my next bill on may 22nd may. Would you again keep hold of all funds until proof of that bill is provided?
I will let readers of this review make there own minds up if this is a scam or not, reputable companies such as Ladbrokes and skybet etc don’t hold onto loyal customers winnings when then have provided 5 pieces of identification. And the hundreds Of similar reviews your company have had with similar customers in the same boat,

Smelly100 United Kingdom
Posted on April 11, 2020

So to be absolutely clear to everyone who reads this and correct me if I’m wrong. As part or your duty of care that you keep going on about to the phone provider you always require proof the phone bill has been paid, therefore if customers deposit on a daily and weekly basis you withhold payment till you receive that information. So after my last bill was sent Which I sent confirmation was paid I continued to deposit and play taking me beyond that billing period you won’t release my winnings because of this, so I’m going to have to wait for my next bill to give you proof that has been paid. Then if I continue to deposit and play after that then you still need further confirmation that has been paid and Customers will have to keep waiting and waiting and will never ever get paid out because there’s always cross over points in billing schedules and you always require proof bills have been paid. Yet if customers continue to deposit and don’t win and don’t request withdrawals then there are no checks needed then, no duty of care there, I played for about a month prior to requesting a withdrawal no problems at all, didn’t get any messages from your company then saying we need confirmation the phone bill has been paid?? So effectively the duty of care only arrises when customers request to withdraw funds. Not a single mention of duty of care when customers keep depositing and lose?? Again correct me if I’m wrong with this information.

Smelly100 United Kingdom
Posted on April 12, 2020

Important update to this.
I have received an email from complaints that clearly states they require confirmation your last phone deposit is paid in my case that would be April 2nd as they have a duty of care to the phone provider. My last bill was generated on March 22nd which I sent proof payment had been made, this bill equated to around £110 deposits and game play with MFortune. At no point did I receive any calls, emails, correspondence from them asking if that bill was paid. No duty of care there?
That was because I didn’t request any withdrawals from that period. The duty of care only arrises when customers request to withdraw. So as my next bill isn’t due until 6th may this company will refuse to pay out my modest win of £100 for effectively 6 weeks. If I hadn’t requested a withdrawal As before I wouldn’t of heard from them, totally fine to keep depositing no questions asked, you want to withdraw minimum 6 weeks. The only duty of care is to keep customers depositing and making it a military operation to withdraw. Absolutely shocking, from the hundreds of reviews I’ve read there are so many customers in the same predicament and this policy is designed to frustrate and make customers give up, there cannot be a duty of care policy that doesn’t care how much you deposit and play with no checks, then 6 week minimum wait for customers to receive winnings.

Posted on April 12, 2020

Hi SMELLY100,

Thank you for your response.

The withdrawal requested on 31/03/2020 was gained directly from your deposits made prior to this date.

As you next contacted us and provided us with a bill dated 22/03/2020 we are able to see that the deposits required to be repaid would be added to the bill dated 22/04/2020.

We asked you for the bill covering 02/04/2020 as when you contacted us, this was your last deposit transaction date.

The bill generated on 22/03/2020 would not be sufficient evidence of these being repaid as neither we, nor your phone company would be able to forsee what deposits you would make after that date.

It is unfortunate that your bill date is towards the end of the month, however, as we prviously advised when the request is made we are unaware of your billing cycle, this may mean you may have to wait until the next bill has been generated. We apologise for any inconvenience caused.

Should you require any further support please do not hesitate to contact us.
Kind regards
mFortune

Smelly100 United Kingdom
Posted on April 12, 2020

That’s v helpful as you have comfirmed my point. You seem to be missing the point. I opened my account with you and played your games and deposited via phone. My bill arrives on 22nd March. From the period 22nd of February to 22nd March I deposited and played through around £110 with your company. This bill was paid and I sent you evidence of this. Can you inform me when you contacted me during this period when I wasn’t requesting withdrawals to ask if the phone bill had been paid? I think you will find the answer is never because you didn’t. So no duty of care there then is there? The duty of care only became apparent when I requested a withdrawal on 31st March, Can you confirm that you make checks on all customers that phone bills have been paid regardless of whether they ask to withdraw? I think the answer is no, as I have proofed customers can deposit as often as possible without any checks being made. It’s only when you request to withdraw these stringent checks are made resulting in customers in my case having to wait for 6 weeks to get their winnings.

Posted on April 13, 2020

Hi SMELLY100,

Thank you for your response.

Firstly, we would like to clear up any confusion relating to our requested date for proof of your mobile deposits being paid. We requested a proof of phone bill being paid to cover deposits made up to and covering 02/04/2020 (your last deposit transaction date), therefore, the bill provided (dated 22/03/2020) only covers deposits made between 22nd February 2020 and 22nd March 2020. Due to this we would need to see your next generated bill.

Looking at your previous received bill, it seems that your billing date is 22nd of each month. Your next bill should be generated around 22th April 2020, it will show any charges/deposits made between 22nd March 2020 and 22nd April 2020. Therefore covering the deposits made with us on 4th April 2020 and prior. Along with the proof of phone bill we would also require supporting evidence to show the bill has been paid to the network provider. This can be a screenshot of a bank statement showing the transaction (which must include the date, the amount, that it has been paid to O2 and the payment has cleared).

At some point during the lifetime of an account, we do ask for proof of deposit methods used as per our terms and conditions outlined previously. As mobile telephone deposits are made on your behalf by the network provider, we do need to ensure these deposits have been paid for before we can move forward with processing any withdrawals.

We can understand your frustration relating to having to wait for your next bill to be produced, however, we are unable to amend the request for proof of the deposits made to us being paid to your mobile network provider.

Once we have received the requested identification, we can then move forward with processing your withdrawal.

Should you require any further support please do not hesitate to contact us.
Kind regards
mFortune

Smelly100 United Kingdom
Posted on April 13, 2020

Perfect pre worded statement but not answered the question again.
You have given written confirmation that prior to me requesting a withdrawal you asked me for no correspondence whatsoever that my phone bill had been paid. So the bill I sent which covers the period 22/02/20 - 22-03-20 includes many deposits to your company and I wasn’t asked for any proof this had been paid.
Why is this?
I requested a withdrawal on 31st March and that’s the only time I have been asked for this proof. So basically you have answered the question your company asks no checks no proof of phone bill being paid when customers are depositing and losing, this only occurs when customers request to withdraw. And now driving license, passport, utility bill and proof of paid phone bill aren’t enough now it’s bank statements also. I wonder if a reputable company such as Ladbrokes ask for all these. I will let perspective customers who read this make up their mind.
I will ask for a 5th time, if a customer doesn’t request a withdrawal do you ask as per your duty of care to the phone provider that the bill has been paid? Please answer the question in your reply thank you

Posted on April 14, 2020

Hi SMELLY100,

Thank you for your response.

We have various flags and triggers for customer activity requiring us to request customer information that only becomes relevant once certain activity has taken place. Although we do not make requests for information which we could have reasonably requested earlier, in some instances issues may be highlighted after the accounts have opened which require further information.

In this instance we have requested information from you not to verify your identity, but due to the deposit frequency and amounts you have deposited into your mFortune Casino account using your mobile phone. When making deposits using your mobile, your network provider credits us with the amount you have requested, which you in turn pay back to your network provider at a later date. Regrettably we cannot predict what deposit methods our players may choose to use, which is why this information cannot be requested in advance.

The possibility of requesting this additional information from you is covered within out terms and conditions. When you registered your account you confirmed your acceptance of our terms and conditions, and we can refer you extracts which apply to your circumstances as follows:

Section 8: Withdrawals
85. We reserve the right to void bets and refuse or withhold a withdrawal where we have any reasonable grounds for closing your Account (see Section 9 below), including where there is evidence of “suspicious activity” (see Section 12 below). In particular, if we suspect fraud or fraudulent activity on your part, or any of your deposits are charged back to us as a result of (alleged) fraudulent use, or loss, of your credit or debit card, we reserve the right to refuse or withhold a withdrawal from your Account and, if necessary, to lawfully collect any payments owed by you. It is your responsibility to provide correct bank details for winning payments. We will make reasonable efforts to contact you to obtain correct bank details.
86. We may ask you to provide other information, such as proof of payment of a phone bill, before we make a withdrawal payment.
87. We aim to process withdrawals for depositing customers within 3-4 working days (being Monday to Friday, excluding Bank Holidays) of a request. Withdrawals for non-depositing customers will take 10-12 working days. Where we require source of funds, proof of payment of phone bill or any other documentation, withdrawals will be delayed pending receipt of such documents.

Should you require further information - please do not hesitate to ask.

Kind regards
mFortune

Smelly100 United Kingdom
Posted on April 14, 2020

It really is laughable, my deposits during the period 22/02/20 - 22/03/20 which I sent to you included lots of deposits of small amounts to your company. No red flags were alerted then, no information asked for then wonder why that was, was it because I didn’t ask for a withdrawal by any chance?
My deposit frequency was no bigger or smaller than the previous month and equated to small amounts its blatantly obvious that there are no checks whatsoever done on customers who deposit and lose frequently none whatsoever not 1, I have never had 1 request for information from your company at all. The only request came when I requested a deposit, sent over all the relevant information you require but still not enough, now have to wait 6 weeks for my next phone bill to be paid. I Dioulasso like perspective customers who read this review to be 100% clear on where they stand so please answer the question
I will ask again for a sixth time if I hadn’t requested a withdrawal would I have been contacted by your company to ask for proof payment had been made ? It’s a very simple question that requires a yes or no answer not 20 pages or your scam terms and conditions

Posted on April 15, 2020

Hi SMELLY100,

We are sorry to hear you remain unhappy with the information provided, we have answered your question in the previous response, for clarification 'We have various flags and triggers for customer activity requiring us to request customer information that only becomes relevant once certain activity has taken place. Although we do not make requests for information which we could have reasonably requested earlier, in some instances issues may be highlighted after the accounts have opened which require further information.'

We appreciate the information provided is not what you are expecting, however, it is correct and accurate, due this it will remain the same. To move forward with your payment we would need to see the information outlined in previous responses.

We do hope are explanation is clear, should you require any further information please do not hesitate to ask.

Kind regards
mFortune

Smelly100 United Kingdom
Posted on April 15, 2020

That’s incredibly strange as there wasn’t any red flags from the previous months phone bill when I was depositing and playing with your company and not requesting a withdrawal?
It appears oddly enough that the red flags have only been highlighted when I requested a withdrawal, can you confirm why that is?
Can you confirm that if I hadn’t of requested a withdrawal the same red flags would of been used and you still would of contacted me to ask for proof of payment of phone bill as per your duty of care?
My last few deposits were in no way any different from my previous months deposits so I cannot see any reason why the so called red flag was alerted? It is blatantly obvious the red flags just like the duty of care only arrises when withdrawals are requested.
Again please confirm that red flag checks and duty of care checks are made to all customers even if they don’t request withdrawal. If a customer doesn’t request a withdrawal during the lifetime of their account do you still make red flag checks to customers to request proof of phone bill payment? It’s a very simple yes or no answer

Posted on April 16, 2020

Hi SMELLY100,

Thank you for your query, regrettably as per the email responses we have sent in response to this question we are not able to foresee when this additional information would be requested, there fore it is not possible to ask for in advance.

In relation to your other questions relating to your personal circumstances, and situation, we have responded to you directly with an explanation as to why we have requested this information from you. We are however not able to divulge or discuss your personal details via this public forum, which is why we must provide you with more generical responses.

Our last email has explained in full why we have requested the information from you, and what steps you can take if you remain unhappy, it is regrettable that you feel that this is unfair, however given the information and details shown within the information you have provided us so far, we feel this is a reasonable request to make.

We do hope are explanation is clear, should you require any further information please do not hesitate to ask.

Kind regards
mFortune

Smelly100 United Kingdom
Posted on April 16, 2020

you Don’t want to discuss on a public forum as you yourself recognise it’s a scam. You only have to read literally hundreds of reviews with customers in the same boat, there’s over 70 on here and if you go on trust pilot, casino guru , which bingo etc , in reality there are probably thousands of customers who have just given up they say that in their reviews, you make a lot of money for your company doing this, the only casino/bookmaker in the country who goes to such lengths to prevent payout. Having a conversation with the gambling commission yesterday they are fully aware of your unethical practices and I would advise everyone who reads this to submit their complaints to [email protected]­amb­lin­gco­mmi­ssi­on.g­ov.uk. , The basis on my complaint is there are no checks whatsoever made on customers when opening accounts, customers can deposit frequently as often as possible without any checks being made so if you opened a account with MFortune in January you can keep depositing until for example July that’s 6 months of depositing and losing without any checks, red flags duty of care absolutely nothing. Then in July if you happened to win and requested a withdrawal there suddenly becomes red flags big duty of care to the phone provider to make sure phone bills have been paid, normal id taken from other bookmakers such as driving license, passport, utility bill not enough. Evidence of paid phone bills become necessary suddenly, although prior to requesting a withdrawal nothing is required no red flags. Even if you provide that information it’s still not enough, the very last deposit by phone has to be proofed has been paid meaning customers have to continually wait for there next bill to be generated sometimes weeks in my case 6 week and if you provide that information then the next con is to ask for other information such as bank statements which as per my conversation with the gambling commission no one should be sending bank statements to any bookmaker , classic scam wanting customers to keep depositing and losing without checks, then when withdrawals are requested hold onto the winnings and frustrate as long as possible to hopefully make the customer give up and leave their winnings . Quite clear any gambling company who continually hides behind their t @ c when customers make complaints you know are scammers, you should change the terms to we require checks in the lifetime of your account with us, these checks will only become apparent when you ask for a withdrawal. Total and utter scam. Well you can keep my winnings, I will get them eventually after my complaints are processed, whoever reads this do not open an account with this company you will not get paid and even if you do it will be weeks and weeks. If you have a similar issue to me contact the gambling commission the more people that do the more chance they will be audited and investigated.

AskGamblers
Posted on April 23, 2020

Dear @Smelly100,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the mFortune Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

mFortune Casino Complaints

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  • 1 day avg response
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  • 456 USD avg amount

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