Fortune Clock Casino - Casino permitted improper practices and account closure failure.

I have contacted this casino on a premium phone line in February this year to close my account, which they said they had done. However, I have since been able to log in. I have contacted the casino, who have told me that I can only self exclude for 30 days, and I cannot close my account, which is unacceptable. I have chat transcripts with the company too. I am now stuck with an account that I don’t want. They have also allowed underage gambling, and allowed an underage person to use their debit card on the account mentioned above, as it was set up in my name by somebody else, without my knowledge. The debit card that was used on this account was not mine or used by me, as mentioned above, so they have allowed a card that belongs to an underage person, and not registered to the account holder to be used.

Hello Gode,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Fortune Clock Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you did request for self-exclusion or account closure in February? Is there any way to prove that the account where the 3rd party card was used was not created by you? Who's card was used in that account?

Looking forward to your answer.

Regards,

Nick

Hello,

Thank you for your response.

I can confirm that I did request that the account was closed, during a phone call - I think it was this February, but possibly March. The person that I spoke to confirmed that the account had been 'closed'. However, I have since managed to log into it, so it appears impossible to close the account permanently as one of their representatives informed me that you can self-exclude for a maximum of 30 days. This is an unacceptable practice and surely cannot be legal.

The account was created by my Son, who was 15 years old at the time. He used his debit card to deposit funds on numerous occasions, and gambled approximately £450. He informed me that he won over 400 Euros on one occasion, but he could not withdraw it as they required proof that the payment method belonged to the account holder. How can it be considered acceptable for these checks not to be conducted before you are allowed to gamble on their website? The fact that they can accept deposits from a card that’s details doesn’t match the account holder's, and belongs to an underage person is appalling.

As a result of this experience, my son, who is now 16 years old has experienced major gambling issues, as he lost all of his money and he is trying to win it back by young to extreme lengths to find outlets where he can gamble.

Thank you.

I can see that the timer on this complaint has run out. Have you seen my previous message that I sent 1 week ago, regarding my complaint?

Hello Gode,

As your son used fake information to register, the casino could not know if he is underage or not. Almost every single casino requires verification only when you request a withdrawal so until then, you are free to deposit there. By using fake information, your son breached the casino terms and it is up to them whether they refund anything or not but we can't force them to do so as it is not their job to teach kids responsibility.

Can you please forward any evidence that you have requested a self-exclusion in this casino as account closure is not permanent and may be lifted off anytime by the player's request. Please send it to nikolas.b@casino.guru.

Dear Gode,

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.

I thought I had responded to you before, but obviously I had not. I do do not have any evidence of the self-exclusion as it was done over the phone, then when I noticed that the account was not closed, I contacted them by live chat to close the account permanently, which they said the had actioned but they did not do so - they only self excluded for 30 days. I can also say that I never requested for the self-exclusion to be lifted - I was always clear that I wanted the account to be closed permanently.

Hello Gode,

Unfortunately, without any evidence of you requesting for self-exclusion, there is basically nothing we can do. Please be sure to always save such chats or e-mails in case such issue occurs.

Is there anything else we could assist you with?

Dear Gode,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.