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mFortune Casino - Closed account without explanation

Complaint Info
Disputed casino mFortune Casino
Reason Account closure
Posted on February 24, 2015

About a year ago I found mfortune poker. I got a €5 bonus that I played up to about €100 and then cashed out €90. Then a few weeks ago I logged in on mFortune and realised I had some money left there so I started playing agin. It went really well, and on the 15th of november I cashed out €100. On my account I still had about €140 and continued plaing. Nothing happened with the withdrawal for a week so i rewersed it on the 21th of november. On the 22nd of november i cashed out €200 and on the 26d of nov. I got a text saying my winnings had been processed and I would recieve it in 3-4 working days.

I kept on playing and on the 29th of november I cashed out another €200 (I had decided to try to cash out atleast €100 a week) On monday the following week I got another text saying my winnigs had been processed. And I kept on playing.

Yesterday the 3rd of december I tried to log in as usual, but got a message saying "This game is not available on your account, please contact support" Tried it both on my mobile and my tablet, but the same message came up. I contacted support, got an ansver saying nothing was wrong with my account. And that I should try to reinstall the software. Tried that without any luck and mailed back to them. No respone.

Today on the 4th of december I mailed the several times, and finally got a response: " From: mfortune [suppo­[email protected]­mfo­rtu­ne.c­o.uk]

Sent: 4/12/2012 4:33:25 PM

Thank you for your Email, our security team have removed your Holdem Poker due to finding anomalies on the account. Once the game has been removed it will not be re-activated

Thank you

Customer Support

mFortune Casino


With no other explanation! Emailed them again to get an answer, but no response, Sent a message to them on facebook but got blocked. I don't understand what they ment with anomalies. Me and only me have been playing on my account. I have shifted between my mobile and my tablet pc, is that an anomalie? Is it an anomalie that I haven't deposited money? If so they should say so, so that I can do that. Is it an anomalie that I want to withdraw money once a week if everyting goes well?

I don't know... I feel very badly treated. I have been playing poker online for over 10 years, on several poker sites and have NEVER had any problems getting my winnings! Can they really just close my account without even given me an explanation?

Posted on December 12, 2012

We would like to counteract your review, first we did replay to every email you sent to us immediately after receiving it. We gave you a free bonus to play & when you won we paid you promptly the cashable amount of £50 GBP, it clearly states in our T&C that overseas players who do not deposit & only play with free bonus credit cannot withdraw more than £50 GBP unless they make a deposit of at least £3 GBP. We closed your account due to the amount of abuse our customer service team has received from you.

Posted on December 13, 2012

Now you are confusing me. You say here that you closed my account due to abuse recieved from me? In the last email I got from your support you say "We have not closed your account and you can still access the account, however we do reserve the right to withdraw facilities on the account without prior notice." How is it going to be?

I sent you several emails because I got no answers to why I couldn't log in. I know €600 is nothing to you, but to me it was a new start, and I found the love in poker I once had. And you took it away. It's not strange that people panic when you are cryptic in your answers and don't take the time to explain.

First you said: "Thank you for your email. All this end looks ok with your account. The thing we can advise is to remove all MFortune data from your phone and unbook mark, then turn your phone off and reboot. After doing this try and download the link from the website at www.mfortune.co.uk. ",

then :"Thank you for your Email, our security team have removed your Holdem Poker due to finding anomalies on the account. Once the game has been removed it will not be re-activated"

I then asked about the anomalies, and when you finally answered, you gave me no explanation to why. That's why I posted this complaint here. After that you replied telling me I hadn't used your bonus fairly. If you are a serious gambling site you could have reminded me of the deposit of £3. Only a fool would give up €600 for £3. Instead you take the money and shut me down.

You still haven't told me where the €600 I earned goes. That is money that other players have deposited, their money. Not yours to keep. In poker you play against other real persons and real money. If I play roulette och BJ I now you get the money if i loose. In poker somebody else playing against me in a pot gets them if I loose. Not you! You already take the 5% in every pot, that is all you should get.

I'm not at all satisfied with the response I've gotten from you and the way you internally handle complaints.

Posted on December 17, 2012

Please moderator, don't close this down.... This isn't resolved. Please keep it open.

Posted on December 29, 2012

Now I don't understand. Thought my complaint was uresolved because of the inactivity from mFortune and that you had credited them with negative points.

This case is far from beeing resolved, since I've heard nothing from them. The thing I can do is to file a complaint with the uk gambling comission for not handling my complaint.

I have given up on ever seeing the €600, but I wont't give up this fight until I get some clear answers to where the money has gone and I feel satisfied. It's not your money to keep mFortune!

Posted on July 19, 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 happy to give these old cases one more chance for a successful resolution.

Posted on July 20, 2017

Hi BlufferBunny,

As you had not made a deposit on your account, you will have been bound by our fair usage policy. This is clearly outlined in our Terms and Conditions which are agreed to when creating an account:

84. Any promotion offering a free bonus or free spins without the need for the Player to make a deposit is covered by a fair usage policy and the maximum withdrawal a Player can make without depositing is £200 for UK Players and £50 for non-UK Players.

We have also looked at your account and can see that is has remained open since 2011 but is inactive and has not been used.


Posted on July 22, 2017

Dear @Blufferbunny, 

Are you satisfied with a casino response, can we close this complaint? Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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