mFortune Casino - Withdrawal winnings refused

dubbers25 United Kingdom
posted on February 21, 2016.

I was given a totally free bonus from mfortune casino, which was either £3 pounds if I downloaded one of their casino games, no deposit required or I was given a mystery free bonus as long as I logged into any of the mfortune games I played on my phone within the hour, no deposit required.

I can't remember the specific figure but I won about £30 and £90 though playing mfortune games and on both occasions I cashed out and went to withdraw the my winnings and I was then sent a text message asking to send ID, I was then told my account would be passed on to their processing department to verify my ID and details.

Once verified I would receive a confirmation text to advise that my payment had been processed and would be on its way to my bank account, this never happened on both the two occasions I tried withdraw and claim my winnings.

I was then sent another text stating to contact mfortune support to discuss my account and a man from customer services said my winnings were voided because I didn't place a deposit first. He then went onto to say how I could get free bonuses if I referred friends, I found that very rude after refusing to honour my winnings.

Now under section 12: promotional offers, section 79.

It states on their terms and conditions "Any promotion offering a free bonus 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".

So therefore I think I strongly believe my winnings from mfortune casino should stand and be honoured and payed out to me as it clearly states in mfortune terms and conditions.

I will also attach pictures from mfortune casino aswell. If you require further information then please contact me please.


posted on February 22, 2016.

Good Afternoon Daniel,

Unfortunately your winnings were voided because you have multiple accounts with us and have used our bonus before.

This is a breach of our terms and conditions under section 12: Promotional offers 81:

81. We offer a very generous bonus scheme. Where we suspect that our bonus offering is being abused we retain the right to close the Player’s Account immediately in accordance with section 8. This includes, but is not limited to, colluding on poker tables, abuse of the ‘Refer a Friend’ bonus and the opening of multiple Accounts by the same Player.

As you had not deposited on your previous account and only used the bonus you were advised that your account would be kept open and you would be entitled to our first deposit bonus if you deposited as you had not taken advantage of this bonus before.

As having multiple accounts is a breach of our terms and conditions we will not be able to pay out on this occasion.

Kind Regards

mFortune Support

posted on February 29, 2016.

Dear @dubbers25,

Are you satisfied with casino response, can we close this complaint? Thank you. Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and closed.