mFortune Casino - Account verification takes forever, no sign form my payment

RESOLVED
Gav213 Ireland
posted on April 1, 2015.

Hi I've had an issue with mfortune casino for the last 3 weeks trying to cash out and they keep rejecting my verification docs and asking for more and more. I signed up 3 weeks ago and to verify they only asked for my passport and a bill, they said that was it

I then play on the site depositing via my mobile bill seen I was unsure of the site to use debit card, I get my winnings up to £400 and choose to with draw, it sits pending for 3 days then I get a text asking for more information, I call them and I was advised if need to prove the contract phone was mine and the bill was paid up to date, I explained my bill wasn't due for a another 2 weeks and they said I could pay it today and then get a PDF of the bill to email to them which I done, I never heard back so contacted only to find that they couldn't open the PDF due to not having the up to date adobe reader. I sent them as a jpeg to get round this and they said that was find but I now needed to provide a bank statement to show the bill was paid even though they can fully see it's paid via my bill I sent. The guy then hangs up on me after 40mins,i call back and speak to another for 40mins and he gives me the same spiel but I say a bank statement is not needed as the proof the phone is mine and paid is in the bill along with my passport and address docs I've sent, he then stutters as has no response apart from "we need bank docs" over and over again and then as a last resort after whispering to a colleague he then uses the trump card saying they are unsure if the PDF I sent is genuine, how low can you get, he was really clutching at straws and trying to back me into a corner so my only option was to send in bank statement, they are asking for far to much sensitive info and when I do provide what they ask it's never enough, spoke to a manager and she was no help and didn't even really know the reason for the complaint as wasn't briefed before calling me back, I've sent an email off to the complaints debt and still awaiting a response, all I want is my £400 but they seem reluctant to pay anyone.

They forget to realise that every time I've played one the site it's via that phone, when ever I call it's via that phone or when ever they call me it's via that phone and fact they have my bill they still day it's jot enough, any help would be grateful as they won't budge and I'm jot the first it's happened to reading forums as it all goes down the same route. Gavin

AskGamblers
posted on April 6, 2015.

Dear @Gav213,
Any update considering this complaint? Thank you.

Gav213 Ireland
posted on April 7, 2015.

No update as of yet, no contact unfortunately :(

posted on April 7, 2015.

Dear Gav123,

We aim always to provide exceptional levels of customer service and absolute fairness to our players. Consequently we take complaints very seriously and our complaints procedure is rigorous and objective. We will try to resolve your concerns whenever possible.

We can confirm that you have been in touch with our complaints department via e-mail, unfortunately, they have been unable to begin the process of investigating your concerns and respond to your complaint as no contact number or any details were supplied to enable them to locate your account (these details are required and outlined in our standard complaints procedure). We will notify you in writing within 10 working days of receipt of your written complaint, of the outcome of our investigation once all of the necessary security information is received.

Regards,

mFortune Team

Gav213 Ireland
posted on April 7, 2015.

That is totally contradictory as in one hand you saying I've been in contact via email, but on the other hand you can't find my account as no contact details were supplied, get your act together mfortune and sort out the return of my winnings, I've contact you via email, and phone on numerous occasions and if you search for user gav211185 then you will find all the info you need including my address, my telephone number and all the relevant docs I've submitted as per the ludicrous requests of your company, and useless staff who all contradict each other so people don't have to get paid out and this is another prime example. all I want is my £400 I've won fairly from your company returned to me.
Your fast enough to take the race but not pay out.

Pm I've spoke to the complaints team who wouldn't resolve and you will find that on the account aswel

Thanks
Gavin Feetham

posted on April 10, 2015.

Gavin,
In line with our player protection policies we cannot discuss individual accounts without first clearing security - on every form of communication you have with mFortune. That includes a public forum such as this, I am certain you would not want all details of your account and case exposed in such a way. Nor would I want mFortune players to think divulging of this information is common place.

What I can tell you, based on your message above is that we require a response to the email sent to you that requests security details. You should reply Via the email chain and not by phone so that we can link the two lines of communication together, we cannot open a dialogue unless this player security is cleared. We are still awaiting this response from you.

Whilst I understand that our security procedures surrounding player protection may appear frustrating to you, I assure you they exist only to provide the most secure and highest level of service to all mFortune players.

Please respond to the email you have been sent WITH the correct information required so that all lines of communication can be linked and we will be only too happy to try and resolve this for you.

Regards,
mFortune Team

Gav213 Ireland
posted on April 11, 2015.

If you check your system you will see that I have replied to the email, I've exhausted your internal procedure to no avail so all stuff can now be done via the forum so all can see as all you want me to do is come off here to tell me the same rubbish as before so it goes unnoticed, but that's not happening, il be in here till I get my money back your withholding and il be publishing it elsewhere aswel if it's not resolved by Monday.

Gav213 Ireland
posted on April 11, 2015.

I've already sent you my mobile phone bill, passport and proof off address to verify myself as requested to withdraw money, if you can't verify me from that then there's something fundamentally wrong. All you want to do is withhold money, other sites can verify just via passport but you ask for more and more and more. Sort it with the more than reasonable info I've provided you with as per your request.

posted on April 14, 2015.

Gavin,
I can see that an email has been received since our last correspondence with the correct security requirements answered. We will now be able to deal with this matter via the complaints procedure outlined to you and in line with data protection policies.
Thanks for your assistance.

Gav213 Ireland
posted on April 14, 2015.

Well start doing it or il start publishing your dodging replies on this forum for people to see the pathetic responses I receive.

It's now in the hands of my solicitor

AskGamblers
posted on April 18, 2015.

Any news?

Gav213 Ireland
posted on April 19, 2015.

I'm now passing it off to my solicitor and the gambling commissions as mfortune won't give me my winnings or help

AskGamblers
posted on August 21, 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 reluctant to give these old cases one more chance for a successful resolution.

posted on August 21, 2017.

Dear Gav213

We have looked into your account and we see that we received the required ID from you shortly after this complaint was opened. Your payment of £400 was then processed, and we trust that you will now have received your winnings.

We have sent evidence from our records to Askgamblers to show that the payment was made. As your winnings were received in full shortly after your ID was received, we hope that you will consider this issue resolved.

All the best,

The mFortune Team

AskGamblers
posted on August 21, 2017.

Dear @Gav213,

Please confirm if the issue has been resolved. 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.

Gav213 Ireland
posted on August 21, 2017.

Thankyou for the reply and granting my refund but the problem is I closed the bank account I used with mfortune a year ago so any refund you sent to that won't reach it. I opened up a different account for while I'm travelling in Ireland for the next 8 month. Would I have to submit my new UK bank details for the refund to be issued? Thanks

Gav213 Ireland
posted on August 21, 2017.

rereading your message I have never received any of the money due to me to date and if you actually check your system and recorded calls you will see that the refund was granted but then it was put on hold until I submitted "bank statements", I refused to submit bank statements to Mfortune casino as I felt it was no need as you could verify me by my passport, utility bill and mobile bill that I had previously submitted.

If you are now saying that you did send the money then you will have found that it would have bounced back as the account you had on file for me would was closed down by myself.

If you are happy to refund me then I'm more than happy to send the account number and sort code for my account so the money can be deposited but one thing I can confirm is that I've NOT received a penny of the £400 that was due so I suggest Mfortune do some digging.

Thanks

posted on August 22, 2017.

Hi @Gav213,

We have looked into your case thoroughly and provided AskGamblers with a evidence clearly showing that your winnings were paid to you. We have also looked into your account.

We requested I.D. from you in April 2015, as per Section 15 of our T&Cs:

116. It is the responsibility of the Player to provide correct bank details for winning payments. Any payments returned to us due to incorrect bank details will be held for 180 days. After 180 days has elapsed Players will not be entitled to request repayment. Account holders requested to provide additional identification or other information, such as proof of payment of a phone bill, have 60 days from date of the request to provide required items. If items are not received in that time we reserve the right to close the Player Account and any pending or unclaimed withdrawals and credit (cashable and / or bonus) will be void.

Furthermore, as you stated that you deposited by phone bill, you are bound by section 11 of our T&Cs:

71. We may offer you a facility to top-up your Account by applying a charge to your mobile phone bill or mobile phone pre-pay account. We reserve the right to withdraw or limit this facility at any time and without notice. You may not use this facility if doing so is in breach of the terms of your mobile network operator agreement. If we are advised by your mobile network operator of your non-payment or misuse, or if payment is withheld by your operator or we suspect your non-payment or misuse of this facility, we may suspend or cancel your Account or ask you to provide evidence of payment to your network operator. Any credit (cashable and / or bonus) in your Account will be forfeited and withdrawals voided if your Account is cancelled in these circumstances.

Satisfactory I.D. was not provided by yourself until December 2015. Upon receipt of this, your withdrawal was proceed. You were paid via Bank Transfer using the details provided by yourself at the time. This payment was not returned to us by your bank, indicating that you did indeed receive it. Evidence of this has been submitted to AskGamblers, clearly showing your transaction was processed.

mFortune

Gav213 Ireland
posted on August 22, 2017.

Please could this same information be sent to myself via email as I can obtain all bank statements up until the date my account was closed showing no payment for the states amount from mfortune. I will raise this with my solicitor and gambling commission. Also please could you confirm the exact date this payment was made as you say if details are not correct and payment is returned the customer has 180 days to confirm new bank details, how can I know you had sent the payment if the last call I had was telling me I can't get it and no one tried to contact me since?

I feel the info submitted to ask gamblers is inaccurate and false.

I wish to have transcripts of all the calls made to mfortune as that's is within my right.

posted on August 22, 2017.

Hi @Gav213,

Please see attached the private evidence - only visible to yourself and AskGamblers in order to comply with Data Protection - from your mFortune account which shows your bank transfer of £300. This was processed on 12/1/2016 and was paid into a Halifax account, details of which were provided by yourself.

It also shows a second withdrawal of £60 on 1/2/16 was then requested by yourself, again requesting payment via bank transfer to that same Halifax account. Also displayed within the screenshot below is evidence of a number of reversed withdrawals dating from 13/12/15 to 20/3/16.

We hope that this is satisfactory evidence for AskGamblers.

mFortune

AskGamblers
posted on August 23, 2017.

Dear mFortune Casino,

Please keep in mind that all your attachments have been removed due to the fact they were all containing sensitive personal information. Make sure to read carefully and comply with all Complaints Guidelines from now on.

https:­//w­ww.a­sk­gam­ble­rs.c­om­/co­mpl­ain­t-g­uid­elines

Thank you for your cooperation.

AskGamblers
posted on August 23, 2017.

The attachment in question has been forwarded to the complainant.

AskGamblers
posted on August 24, 2017.

The AskGamblers Complaints Team has been provided with valid evidence on behalf of mFortune Casino that clearly show all the payments had been paid to the player.

Based on all the above we consider this case as Resolved and officially closed.