The player from Spain had made multiple attempts to withdraw winnings of 4729 euros from Fortune Clock. Despite having verified documents, all withdrawal attempts had been denied due to a reported technical glitch. The player had suggested alternative withdrawal methods, but the casino had only provided negative responses. We had attempted to communicate with the casino on behalf of the player, but received no response. We had marked the complaint as 'unresolved', which might have negatively affected the casino's rating. The player had been advised to choose casinos based on their reviews and ratings in the future to avoid similar situations.
Fortune Clock Casino - Player experiences repeated withdrawal denials.
Black points: 624
Amount: €4,729
Fortune Clock Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.7
Fortune Clock Casino has a Safety Index of 3.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
8 months ago
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9 months ago
Translation
Hello, good afternoon Guru sir.
Here's a brief summary of the events to help you better understand my situation:
- In October of 2023, I signed up for Fortune Clock and proceeded to verify my identity, email, and phone number, thereby fully and perfectly verifying my account.
- I won an amount of 4729 euros, and as is the custom with betting houses when they lose, they limited my account. I had no other choice but to request a withdrawal of this amount.
- On November 21, 2023, at 9:58 a.m., I received a message from "es_support@fortuneclock.email" telling me that the withdrawal option was blocked and they had the right to conduct additional investigations to guarantee my bets were safe and did not violate the rules. The withdrawal option remained blocked until January 31, 2024 (which felt like forever).
- When that date arrived, they told me I needed to upload relevant documents to the payment methods section in order to withdraw the money. I did as instructed and received an email from "no-reply@foclock.com" at 6:34 p.m. on February 1, 2024, indicating that my payment method had verified successfully and I could now make withdrawals.
- But this is when the issues began, as I tried to transfer money to my bank account (THE ONLY WITHDRAWAL METHOD OFFERED) and every request was denied.
- I contacted the casino via chat and they informed me the issue was due to a temporary technical glitch and suggested I try again. But as the document attached shows, I've tried 10 times, all requests were rejected and no money was transferred.
- I contacted the chat support again and they apologized, but insisted they couldn't do anything as the problem originated from the payment provider.
So, Guru sir, I suspect the real issues aren't technical, but they simply don't want to payout and are just stalling.
I even suggested alternative withdrawal methods such as Bitcoin or electronic wallets like SKill, Jeton, eZeeWallet, or Perfect Money… but still, I only received negative responses.
I kindly request your assistance in this matter, hoping we can find a resolution. At worst, I need expert advice regarding possible legal recourse.
Thank you very much.
Yours sincerely, Tejada48
Automatic translation:
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9 months ago
Hello Tejada48,
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 since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
Hello Guru sir.
To the following question asked by you: Could you tell us how long your account has been completely verified? Did you accumulate your winnings with real money or use a bonus? When was the last time you spoke to the casino and what was it about?
- The account has been perfectly verified since approximately NOVEMBER.
- The accumulation of profits was with real money and the money I played with was deposited correctly and there was no technical problem (curious, right?)
- DO NOT use any bonus for this, I don't like them because they demand a lot of things from you afterwards.
To the following question from you: When was the last time you spoke to the casino and what was it about?
- The last time I spoke with the casino was on February 10 of this year, all via online chat explaining what is happening and they told me that it is the payment provider's problem, that they can't do anything and that I should just keep trying by requesting withdrawals . (I've had exactly 11 and they've all been rejected)
Looking at people's reviews and opinions about this house on their Guru page, apparently that's what they do, DON'T PAY AND GIVE AWAY.
The curious thing about Guru is that to deposit they do have a lot of ways, from credit cards to cryptocurrencies and electronic wallets, however, to withdraw only credit cards, an obvious symptom that to put money in, everything is easy, but now to withdraw quite the opposite.
What's more, I don't care about that as long as they pay, but they DON'T PAY, YOU CAN ALREADY SEE IT IN THE PHOTOS I ATTACHED IN THE PREVIOUS MESSAGE.
In the end they also do not want to provide retirement alternatives, evidently because they are not interested.
You, Mr. Guru, I don't know if you remember, but I am the one who recently raised a payment problem of 4200e with MOSTBET, which I paid to a bitcoin amount that was not mine, which was recognized by the house. bug and fixed; By this I mean that I am not a bettor who likes to bluff and when I make a complaint it is with all the right in the world.
I hope that on this occasion you, due to your great influence in the betting houses, can help me because it is my last hope.
Thank you very much in advance
Tejada48
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9 months ago
Hello Tejada48 and thank you for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Dear Tejada48,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Fortune Clock Casino representative to join this conversation.
Dear Fortune Clock Casino,
Could you please clarify, what the player can do to receive his withdrawal in shortest time possible?
Thank you in advance,
Mirka
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8 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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8 months ago
Dear Tejada48,
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Mirka
