Fortune Clock Casino - Player's account has been blocked.

Dear casino guru

I have a problem with Fortune Clock casino.

I have an account in this casino since August 2020, verified in all ways, also selfi with ID card.

There has never been a problem with the deposit and withdrawal by April 4, 2021.

On April 5, 2021, the Fortune clock casino deceived me and confiscated my winnings of PLN 125,000, explaining in the chat that I had a multi-account account.

I contacted my personal manager (Antoni), when he checked what was the cause of the whole problem, it turned out that their system linked my and my brother-in-law's accounts.

I contacted my brother-in-law, I provided him with the information that such a situation had arisen, so that he would also contact the manager.

My brother-in-law also has a verified account, but his funds were also confiscated.

The next day I got a message from my brother-in-law that his account was back to normal and the funds were returned to him.

I contacted my manager (Antoni), I found out that there was a mistake, the system detected that our accounts were once logged in to one IP address, and this is not a violation of the regulations, and the money will also return to my account, but I have to wait because I have  a large number of.

A week later, I contact Antoni's manager, I ask when my money will be returned to my account, he replied the same that I have to wait because it is a large amount.

For two months, Antoni's manager answered my questions the same way when my money was back.

to the last e-mail I sent Antoni manager did not reply, but Mrs. Amelia called to inform me that she is my new personal manager.

Mrs.Manager (Amelia) did not know this problem, when I told her everything, she promised that she would explain the matter and contact me.

For the next two months, I called the manager once a week, but I only heard the same fairy tale ... .. that a large amount, that I must wait.

After these two months, another person from the casino called, informing me that he is my new personal manager and welcoming the new player.

I replied that I was not a new player because I had a casino account for over a year.

My thoughts back then were just that the casino was trying to cheat me.

I introduced the new manager to the whole situation, the whole problem, I said that if it does not resolve in 14 days, and my money will not go back to the casino account, I will report the matter to the authority that will help me prove that I was cheated by their casino, and how  they can deceive people.

She replied that she would check everything and call me.

After the last conversation a month has passed, no contact.  I am trying to log in to the casino account, I cannot (the user has been blocked), I am asking in the chat why I cannot log in, they reply to me that the account has been blocked.  I am asking them to contact the Manager, they haven't called me until today.

I asked them for proof that I have a multi-account, I didn't get it.

Please help me clear up this casino problem

I have screenshots of e-mails with the manager, screenshots of my account that it has been verified, my brother-in-law's account that has been verified.  Screenshots from the chat.

I will also add that our accounts were not registered on one IP address, we only played once from one IP address.

Dear mateuszciach90, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs and I found this:

„5.5. On our Site you can create only one account for only one computer, IP address, and phone. The remaining accounts created by the same person will be considered as "Duplicate Accounts", which can be blocked or closed anytime due to breaking the rules of our Company. If you are willing to create a "Duplicate Account" in case of loss of access to your first account, you must notify the Company of the problem and get permission from the Company's administration to create a new one. In other cases, the Company has the right to close the Duplicate Accounts, as well as: ..."

If you truly only played once from the same IP address, you both passed the verification and there were no other rules breached, I don't see any valid reason why the casino should keep your account blocked and confiscate your winnings.

Have you accumulated your winnings with or without an active bonus, please?

Would you be so kind and send me all the relevant communication between you and the casino together with any other screenshots you mentioned that would help us support you in this case? My email address is kristina.s@casino.guru. Alternatively, you can post everything here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Krystyna.

 Thank you for your interest in my case. I know the entire casino regulations perfectly well, I wouldn't make such a mistake. I accumulated the winnings without any bonus.

I sent the entire conversation with the casino directly to your email.

Thank you very much mateuszciach90 for your reply and emails. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello mateuszciach90,

I looked at your complaint and will do my best to help you. I would like to invite Fortune Clock Casino into this conversation. Casino, can you please specify why did you block the player’s account?

Hello Kristina.

Thanks for your help and for bringing the matter to Viliam.

I greet you

Hello Viliam.

Thank you very much for your interest in my case.

I am very curious what the casino will write back to us.

Hello Viliam

As I thought, I don't think Fortune clock casino will write back.

I am surprised because when they accused me of multi-account, they should have evidence and show it to us.

But since they have nothing, it is best to wait 7 days, say nothing, and wait for the Guru Casino to consider the matter unsolved.

Fortune Clock Casino is one big scam. When I deposited money and played, they called me every day with promotions and other advice, and when I won and I wanted to withdraw my winnings, they took the winnings and blocked the account.

 Scammers scammers scammers.

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’.

Hello Viliam

 Thanks for extending the time for the casino's response.

 However, I think, as I wrote earlier, that the casino will not respond to us and will end my complaint as pending.

 I would like to know if there is any other way to fight the Fortune clock casino, report them somewhere where they are regulated by their rogue casino.

Dear mateuszciach90,

unfortunately, this Casino has no license so there is no other way than leave this negative review on forums.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comment from the Casino:

"Hello dear mateuszciach90 and Viliam ,

Sorry for the long reply to your message.

Before making such a decision, our team carefully analyzed your accounts.

During the analysis, we found several accounts that belong to you. As you know, dear player, multi-accounts are prohibited by the casino rules. ( 5. Terms of creating an account). We can see the presence of accounts in the attachment.

Your withdrawal request was denied due to a policy violation.

The main account hasn't been blocked by us.

5. Terms of creating an account

5.5. On our Site you can create only one account for only one computer, IP address, and phone. The remaining accounts created by the same person will be considered as "Duplicate Accounts", which can be blocked or closed anytime due to breaking the rules of our Company. If you are willing to create a "Duplicate Account" in case of loss of access to your first account, you must notify the Company of the problem and get permission from the Company's administration to create a new one. In other cases, the Company has the right to close the Duplicate Accounts, as well as:

5.5.1. Declare invalid all operations made from the Duplicate Account;

5.5.2. All refunds, winnings and bonuses that were received or collected by the customer during the use of the Duplicate Account will be lost. Customers can also be obliged to return any funds withdrawn from the Duplicate Account;

5.5.3. The Company will not return any funds on the Duplicate Account neither in form of bonuses or to your balance. We also reserve the right to unilaterally decide on the return of any lost funds from the Duplicate Account;

Dear player, indeed, your IP could be the same as your relative's IP.

Please note that one bank card was used on different accounts: *5013. It is also a violation of the rules if you used someone else's bank card. 

We apologize if a support person has misled you with his words. Please write if you have any additional questions

Best regards,

Fortune Clock Casino"

Dear Casino,

thank you for the explanation, please, send me evidence to my email address: viliam.v@casino.guru

Dear Viliam.

Thank you for reopening your complaint. 

Hello Fortuneclock casino.

 The * 5013 card is mine, so I didn't use someone else's card, and I don't remember using it for someone else. As Viliam wrote, we are waiting for evidence.

How can you write and accuse me of duplicate accounts as our accounts have been checked by the casino every way. I will add that if you thought it was a duplicate, you would have blocked two accounts, not just mine after a big win.

Thanks for your reply, we've posted the docs here, most likely removed for privacy. Viliam already has them. We hope you will see them as well.

On the screenshots, you can see that your card was used in another account.

We ask for a bit of patience as it takes a little time for all parties to review the response and documents.

Best regards,

Fortune Clock Casino

Dear mateuszciach90,

I've received evidence from the Casino and your card (*5013) was used on two different accounts. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.