Fortune Clock Casino - Player’s criticizing withdrawal process.

COMPLAINT please read through this conversion I had with chat regarding the way withdrawal request are done by this site I find it appalling at the backhanded way you deal with this basic request and I expect a Manager to email me asap everything you nee

CM

carole Mitchell

Sat 27/06/2020 17:00View more

tbe with you shortly...

Agent Mark joined the chat

15:15

Hello, my name is Mark, I will help you in a minute.

  15:15 

Can you please check status of my withdrawl

15:21

Carole, your withdrawal request still under review, it may take up to 36 hours. We kindly ask you to wait.

  15:22 

can i cancel withdrawl

15:23

I can forward request to cancel it, do you want to do that?

  15:23 

how long will it take to cancel

15:24

It will take up to 20 minutes, Carole.

  15:25 

yes if you can do that thank you .

15:25

I'll forward your request to technical department, your withdrawal request will be canceled within 15 minutes.

  15:26 

dont have bonus do you mean withdrawal

  15:34 

Hi it is now showing as rejected

  15:38 

Sorry the status of withdrawal has gone from pending to rejected and saying contact support.

15:39

Carole, your withdrawal request has been rejected.

  15:39 

Why

15:40

Because, you have asked for it in chat.

  15:40 

but it is not showing on my balance.

15:44

Because, you have played on those funds, when you applying a withdrawal request, your funds will remain on your balance, till your request will not be reviewed, Carole.

  15:46 

so when you make a withdrawal those funds dont leave your balance until the withdrawal has been approved is that what you are saying

15:54

Your funds will remain on your balance until the withdrawal is successful.

  15:56 

Wow is that even legal I have played on a lot of sites and never come across this before I was under the impression once you request a withdrawal the funds leave your balance and go into pending on withdrawal screen until approved

  15:57 

I need to speak to gambling commision as I am sure this is not the legal way to do it

16:01

You can always ask about this information in our chat, Carole.

  16:01 

i am on chat

16:07

I told you, that you can always ask any information about withdrawal in our chat, before creating any withdrawal requests.

  16:11 

But should not have too it should be straight forward

16:12

Your funds will remain on your balance until the withdrawal is successful, Carole. If you have any questions about withdrawal, you can read about it in our rules on our site, Carole.

  16:13 

Where are these rules

  16:18 

If I had known that this site worked this way I would of asked but like I said I am sure gambling commision will answer my questions and give me the correct information

16:18

You can read it in our terms&conditions.

  16:19 

just looking for it now thanks

16:19

Can I help you more with this question, Carole?

  16:20 

please just give me one minute.

16:21

You can contact us later for further information.

  16:22 

There is nothing in terms and conditions on this

  16:25 

I know this is not your fault but Iam very annoyed and astonished that this site has rules like this so i will take the matter further and can you please help me close account now that I have all the information I need.

16:30

Unfortunately, it's not stated in our terms&conditions, you can always ask for it in our chat, we working 24/7 and can always help you with it, Carole.

  16:33 

i know about chat but how are players supposed to know this I have never ever been on a site where I have thought i better ask about withdrawal rules it should not be like this it should be withdraw then money leaves balance on account and goes into pending this i feel is a trick so customers never able to withdraw unless they ask about it

16:34

That's why you can always ask about all of that in chat.

  16:35 

And it is illegal for something as important as this not to be in the companies terms and conditions can you please pass this on to a manager to look into and get them to email me back asap

16:40

You can ask any question in chat, Carole.

  16:43 

I know you are trying to help but no one should need to ask this question is should be simple as withdraw money leaves balance then goes into bank it is not complicated that is why I will take this further if this is not resolved to my satisfaction I feel I have played under false presences this is not your fault that is why a manger needs to take ownership of this complaint as i am very angry

  16:46 

Will you please pass this on to a manager as I do not want to waste your time as you can not resolve this to my satisfaction but thank you for trying.

This is a copy of chat with the casino the way withdrawal is processed is not good

Dear Carole,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but please understand that a withdrawal process has several stages and they differ slightly in every casino.

Firstly, you request a withdrawal, your withdrawal request is confirmed. Afterwards, your withdrawal is being checked, confirmed and finally, processed. During some stages you have a possibility to cancel your withdrawal, to play your funds, it doesn’t have to be deducted from your balance until it’s being processed. It’s not unusual to leave the requested winnings in active balance until the withdrawal is confirmed or processed.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

My complaint was when requesting withdrawal and the process you use example balance £200 request withdrawal of £100 so you would think balance would go down by the amount of withdrawal but it does not even though it shows as pending on withdrawal screen it takes 36hours to actually leave the balance which I find misleading it is not explained anywhere on web site how it works this is a very misleading way you work so this is my complaint but dont worry about it I am in touch with GAMBLING commission to help resolve this

Dear Carole,

I’m sure you understand that I don’t work for Fortune Clock Casino, but as one of the Casino.guru independent employees and professionals I’m trying to help you to resolve your problem.

Understandably, it might me misleading for some players, if the requested withdrawable amount is not deducted from their active balance, but it is not unusual.

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Yeah go ahead and reject it didn't expect anything more

After a closer examination, we ended up rejecting this complaint as unjustified. Please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.