Fortune Clock Casino - Player’s balance has disappeared.

Deposited with this casino, played and during play decided that I would withdraw 50 euro so I wouldn't be down too much as things weren't going too well for me (my choice). I withdrew and it was rejected. After that they made excuse after excuse saying I had 'played' with this money and lost. I fail to see how this could be as the money was never returned into my player account to use. I wanted to withdraw it. Between e.mails with someone called Ivan and phone calls, made from an English number (call centre) I couldn't not get my withdrawal. I tried to find an address for them without success. I told them I would go to Curacao Licencing authorities, the Police and Fraud squad to report this as there is another site CF which has many complaints about this company. I wish I had seen them before. I found after that they closed the account and I cannot access it, but even if I could, it wouldn't do any good as they have my money. Absolute shark of a company. Cannot even find a contact e.mail for the company that owns them.

Dear Linda,

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 redeemed any promotional offer when depositing funds in to your account? When you have requested a withdrawal of €50, was this amount your whole balance, or just a partial withdrawal? Have you completed KYC account verification successfully prior to requesting a withdrawal? How many days ago this incident took place? I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Linda,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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

Additional comments from the player:

"Hello to you. Apologies for whatever happened but I did respond to the mail you sent. Maybe I didn't answer it fully. May I add the heading isn't quite right because it wasn't my 'winnings' have disappeared it is 50 euro that was in the withdrawal section, that was rejected for absolutely no reason. I don't have screenshots unfortunately. After I tried every avenue to get them to give me back my money, I attempted to sign in to get screenshots (which I now know I should have done immediately) and it was closed. So just to recap. I deposited a few hundred, cannot remember now, was playing and things weren't going too well, so I decided that I would withdraw 50 euro and continue playing with my balance. There were NO PROMOTIONS OR BONUSES. I never play with them, just my own money via visa debit. Then I waited the 36 hours and went to check my withdrawal had been processed and it had been rejected. From then for a couple of weeks I tried everything to get these people to give me my money, to no avail. They made ridiculous excuses. They have absolutely nothing going for them in that their responses were 'off the wall'. I unfortunately, before seeing your site, was so fed up with them, I deleted the e.mails I received from them. They also phoned twice again to no avail. They kept saying I had played and lost the money. Indeed a bit of that was true, I did play and lose, but inbetween, I had withdrawn 50 euros, which they won't pay. I only later saw Casinofreak and so many complaints about this company. I wish I had seen them before because these people are simply a scam. No they never asked me for any documents and would gladly have provided them. I never thought anything of it as I was withdrawing such a small amount that I thought they might wait until my second deposit. Nothing was ever asked of me either. Thank you Casino Guro"

Thank you very much Linda for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Hi Linda,

I'm taking over your complaint. I will contact the casino and see what can be done.

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Linda,

I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without their cooperation. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in 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 wish I could help you more.

Best regards,

Peter

Hello dear Guru team and dear Linda

thanks for your participation

Dear Guru team,

At the time of the withdrawal request, the player was playing and lost.

We canceled such a request on our part, since the player didn't have funds at that time.

Regards,

FortuneClock team

Hello. Thank you for your help. No they are lying. I deposited and played. During play I decided to withdraw 50 euros. Continued to play and finished. No bonus no promotions. Just my personal cash. Next day I believe they rejected my request and after that I spent count hours trying to get what was rightfully mine to no avail. I had several calls from overseas pretending to wanting to help but in the end I wrote to you. I have bad health and didn’t have the energy to carry on. I later read so many complaints about these scammers doing exactly the same todo many other people. Sadly I only saw good reviews when checking before I played. They truly are disgusting but I thank you very much for all you are doing. There is no transparency with them. Many tganksy

Dear Linda

We can understand how you feel about it.  We are so sorry that you are faced with this situation.

To engage in a successful dialogue, we must be prepared to face contrasting views and even criticism. 

But you must be prepared to lose during the game.  It can cause different feelings but it happens.

To stay as open as possible we have an Online chat and support service - support@fortuneclock.email where we always ready to get all players questions and offers by help

Regards,

FortuneClock team

Hi all,

Thank you for your replies.

Dear FortuneClock team,

If the player lost her funds, there should be a record in the game history. Could you please send the player's game history to my email address (peter.m@casino.guru) and mark the exact date of the withdrawal? Thank you.

Hello peter. Thank you so much. There was no live chat. Email responses were totally one sided and their ability to switch things to their advantage was quite extraordinary. I am so sorry I didn’t have a phone to get a screenshot back then and when it was suggested online to me they quickly closed the account so I couldn’t access it. For several weeks while I was trying to get my money this 50 euro was pending all of that time. Of course the reason why is that it was my money. I truly hope you can get the better of these sharks because they truly are just doing whatever they wish. Bless you Peter. I promise you that I wouldn’t have fought so hard with them if it was a case the money wasn’t owing to me but I had to try and get them to be honest, which of course they are not

Hello

we provided evidence directly to the Guru team.

Regards,

FortuneClock team

Hello Casino Guru. I have no idea what 'evidence' they have. I deposited, played, withdrew fifty euro during the game and played with the remaining balance. That fifty euro was in withdrawals and either a day or two later was 'rejected'. For about four or five weeks, if my memory services me right, it remained 'rejected' it was never removed, all of the time I was trying to get them to be honest and do the right thing. There are many many people they have done this to. It is so bad that they constantly get away with it. I am a tiny drop in the ocean to these people but if I lost, I could understand it and carry on but to have it taken illegally that is another. I even tried to contact Curacao licencing but it was impossible. I also tried to find out who owned them, impossible. I tried every way I could. Had several phone calls from another country from various people, pretending to want to help. Of course now I know they are scamming people. Disgusting they get away with it but Thank you Casino Guru for what you do. Bless you

Hi Linda,

I'm still discussing the issue with the casino by Skype. I will get back to you ASAP.

This is my st kind of you. I wish you well

Hi Linda,

I chatted with a casino rep by Skype and discussed your complaint. I found out why your €50 didn't show as your balance after the withdrawal was declined. The thing is, the casino has a feature that shows the amount of your pending withdrawal also as a playable balance in the casino account. In most casinos is it different, when you make a withdrawal, the amount is usually deducted from the balance. This is why the money didn't "come back", you played it. Although we find this system very user-unfriendly and confusing for the players, we can't really punish the casino for this since no rules have been broken.

Hello Peter. Thank you for your response. From what I recall when I withdrew that fifty euro my playing balance decreased by that amount so there was no way I had it to play with!! You are doing a truly amazing job by going this far, them? Crooks. I truly do not know what to say. All the conversations I had with them, this excuse was never raised. You describe it as player unfriendly. That is a very kind way of putting it, I call that underhand and deceitful. What else can I do as I know they are just crooks? I don’t know. It truly is a matter of principle and protecting myself and others from these scammers. I truly am grateful to you Peter and I shall find places to give you excellent reviews for the great work you do. Thank you but I don’t know if this can be resolved.

Hi Linda,

Thank you very much. I went through your game history to check if the €50 were deducted from the playable balance but it seems they weren't. That only confirms the statement of the casino. The amount of your pending withdrawal is shown also as a playable balance in the casino account and that caused the confusion. I'm sorry but we can't do anything about this since the balance was spent and no rules were broken. However, as I mentioned above, we find this feature player-unfriendly and added a disclaimer to the casino's review. I wish I could be of more help.

Best regards,

Peter