Home Complaints Fortune Clock Casino - Player has requested account closure with pending withdrawal.

Amount: €530

Fortune Clock Casino - Player has requested account closure with pending withdrawal.

5.5/10 Questionable reputation Submitted: 18 Jun 2020 | Unresolved : 22.07.2020
Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

24 days ago - 22 Jul 2020

The player from United Kingdom has requested the account closure while his withdrawal was pending. Afterwards, the player expected his deposit to be refunded, but it has been pending for three weeks.

Written by Jozef Krucay
Data and complaints deputy lead
Public

Didn’t like the fact your money is still usable for 3 days after withdrawal, so asked for account to be closed and was willing to forgo some winnings to just refund the deposits. Said they would review it but no longer answer me and it’s been over 3 weeks. Clearly intending on keeping my money

Public

Dear Tim,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you cancelled your pending withdrawal? Do I understand it correctly that you expect only your deposit to be refunded? If there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Public

Hi,


yes was willing to put it down as a tried it and didn’t like it experience. Just wanted the deposits back, so nobody lost anything and I didn’t expect to profit from the situation. Haven’t got a withdrawal pending, it has been stuck as a reviewed refund for over 3 weeks now. They don’t answer emails and live chat won’t give me any explanation, just told to wait.


best regards


Tim

Public

Dear Tim,

Thank you very much for forwarding the relevant screenshots. Could you please advise if your account has been verified in the past? I understand that you have requested its closure at the very beginning but sometimes, even for a refund, the KYC account verification is needed. Thank you.

Public

Hi, I have sent something to you via email. Yes, the did ask for verification documents which I sent back immediately. I then received an email stating I have provided all the documentation they required but again this was weeks ago and haven’t had anything to say its had been approved or not since.

Public

Thank you very much Tim for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Public

Dear Tim.


Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.

Public

We would like to ask the Fortune Clock 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’.

Public

That’s fine, can’t see them responding. I do keep asking in live chat for an update but get told to wait a bit longer and they will not go into anything more than that.

Public

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.


Dear Tim.


I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Your last option is to file an official complaint at the licensing authority of the casino (Curacao). I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 


Best regards, Jozef

Casino.Guru

jozef.k@casino.guru