Fortune Clock Casino - Player's account is closed over alleged chargebacks.

I have been using fortune clock for over 5 years.

Everything has been smooth until now.

The other day I won a decent amount, and started off my withdrawal. With this casino you can only withdrawal 400 euros at a time.

I then had an email to say my account is blocked, as I had done a charge back 8 times a few months ago. This 100% is not the case, I wouldnt even know how to do a charge back! Now they are asking for proof from me! How can I prove that I have not done this, when I haven't done it!

Now I can't log in.

My bank have told me I do not have any charge backs at all and never have done. They say they cannot do a letter, as they're is nothing for them to write about.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fortune Clock Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please confirm that the details the casino provided regarding the amounts, the dates, and the particular card transactions are accurate and appear complete on your bank account transaction list?
• Are there any returns recorded for these amounts to your bank account?
• What was the casino's response after you presented them with the response from your bank?
• When was the last time you were in contact with the casino regarding the issue?
• Have you achieved your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thanks for your reply.

I'm still working with the casino to prove I did not make any charge backs. I have sent as much info as I can, but they are to date, asking for a letter from my bank, which I do not have.

The charge back in question all appear on my bank statement showing as paid. They use alot of different companies to process my payments, but neve had this issue before.

The total amount of the so called charge back come to around 250 euro, and I have paid and recieved thousands over the years and all been good.

I cannot send a letter, and they cant prove the bank have told me that my side is clear, so I have now sent off a screen recording of me logging into the chat with my bank, and awaiting their next email back.

All the monies won, have come from cash deposits and not bonuses.

If I send screenshot on here, will it be private or public? And in fact, is this reply private?

Thanks for the detailed explanations.

Currently, your replies are made public after removing any private information. If you wish, your responses can be made private altogether.

Screenshots posted in the thread will be made private.

Alternatively, send them to my email at tomas@casino.guru, and they won't be uploaded in the thread at all.

Dear Toothoop,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru