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mFortune Casino - Withdrawal - be aware

Complaint Info
Disputed casino mFortune Casino
Reason Delayed payment
Posted on February 24, 2015

We have played on mFortune for a while, and using mobile bill as deposit.

We had a contract on Three which was switched to Orange which I also started to deposit with. It felt safe and a quick option for some fun.

Whilst on Three we paid around £150 to mFortune, but did not make any withdrawals.

Now, the problem is as follows

I made a request for a withdrawal to my bankaccount the 17th of August. I had a winning of £80 and £50 that I wanted to withdraw.

I got a text message after 3 days (Monday) saying they need some more information, please call back. I requested a call back and talked to a man stating they needed the standard ID and Address verification , like any other online casino. After that was done he stated that he put it as a Priority withdrawal.

I emailed it as requested and got a reply the address document was not valid, so after sending one additional address verification I got an answer that they was now going to send it futher to the departement that deals with the payouts.

As I did not receive any money to my bankaccount I I then the day after emailed and asked how it was going.

I then got a reply stating I needed to send a phonebill to them of my orange account.

Fine, I did that.

Then I got an email stating I have to send a bill of the old Three number which I deposited with before switching.

Fine, I did that.

Now, I get an answer stating that I have to send the next bill which is coming at the end of the month, and the withdrawal will not be made.

See the problem?

Not only is mFortune showing their customerservice is lacking , it also shows it's a company that you should be very careful with. They are great at taking the money, but not paying any winnings.

Posted on August 7, 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 August 7, 2017

Hi Chrisgus75,

We can see from your account history that requested documents were never provided, as such your withdrawal was not processed. We refer you to our terms and conditions, which every player agrees to when they first create their mFortune account:

46. In the case of any suspicious circumstances, we may, in our sole discretion, depending on the situation:
b. suspend your Account or withhold payment of any withdrawals until we have receipt of satisfactory evidence (in our sole opinion) from you for us to determine that the deposit methods used are in your name, and that play is not fraudulent. For example, but without limitation, where we suspect that you have deposited funds via a mobile phone account which is not in your name or you are in default of settlement of your mobile phone bill, we may ask you to provide reasonable evidence that the mobile phone account is yours and that you have settled the mobile phone bill that you used to deposit funds before you can withdraw any winnings;

As we never received evidence that your mobile phone bill had been settled we were unable to process your winnings, which were subsequently reversed - meaning no withdrawals were left pending on your account.

We have sent related evidence of this lack of document submission to Askgamblers at their request.



Posted on August 10, 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 aforementioned casino's general terms #46.b

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.

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