What's new

  • What's new
  • Notifications
Search
Search for over 1000 casinos, slots, bonuses

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

mFortune Casino - Having troubles with account verification

RESOLVED
Complaint Info
Disputed casino mFortune Casino
Reason Verification issues
Amount £ 80
Debbied560 United Kingdom Message
Posted on May 15, 2018

Firstly I am so appalled by the company and their customer services. I had won £80 to submit some ID and I received a phone call from mFortune offering help with the iD. As I didn’t have much iD she gave me some alternative options. I sent my rents letter in stating logo name and address and she accepted that and told me I needed a drs registration letter (which I had to pay for) so I scanned in the drs registration letter and I spoke to a bethan in customer support who said they never received my rents letter. The lady who called me confirmed that they did, so I resent it in and she said it was unclear and to hold it up at a window. So I did, I went back on chat and Liam spoke to me he stated that he can’t see it at the window which became very stressful to me as I been told to take this step. I resent it, and he advised me that they actually didn’t require anymore identification from me on the system (I have proof of this). And was told I would receive my money as normal. To request my withdrawal I waited. Till this morning I received a text on needing additional information. I’m sorry but I had it confirmed that you had all the identification you needed on me and this is beyond ridiculous now. I have emailed complaints, and if this isn’t resolved and I haven’t received my money I will be going to see a lawyer. This is unfair.
Disgruntly
Ms sherry

Debbied560 United Kingdom Message
Posted on May 15, 2018

*£76 I’m trying to withdraw that they’re playing me about with

Posted on May 15, 2018

Hello DEBBIED560

Sorry to hear that you've experienced difficulties with your withdrawal. As a regulated casino, we are required to carry out various security checks, which is why you have been asked to provide ID to verify your identity - particularly as this is your first win with us. We do need to be thorough with this, and we appreciate you providing the requested documents.

We have been informed by the customer support team that everything is in order and your payment will go forward for processing tomorrow. Please allow a few working days for this to reach your bank account, however we will endeavour to get it to you as soon as possible.

We hope you enjoy your winnings!

All the best,

mFortune Casino

AskGamblers
Posted on May 19, 2018

Dear @Debbied560,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. 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.

Debbied560 United Kingdom Message
Posted on May 19, 2018

I just want to say thank you, i have recieved my winnings.

AskGamblers
Posted on May 19, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy