Fortune Clock Casino - Player’s deposit has never been credited to their casino account.

I deposited the amount via bitcoin 5 days. Never had any issues with them before or even from other sites. However after pretty much 3 times a day using their online chat I just keep getting the run around. They first state 24 hours then 36 hours however it has now been 5 days and still no funds. They won't even refund me back to my payment source either

Dear fierychariot81,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply.

Best regards,

Petronela

Hello,

I think there is confusion here.

This is not about a withdrawal but a deposit. I deposited $112 on the 28th April using bitcoin transaction. This has been confirmed 709 times now on the block chain and is marked as complete. However the betting site have not deposited these funds in to my betting account to use to bet with as of yet. I speak to their agents on a daily basis sometimes 2/3 times a day and I just get the same message that the relevant department is working on it and they will get back to me. 5 days is ridiculous to still be waiting for those funds to be deposited in to my betting account.

I do apologize. Yes, I misunderstood.

I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If there’s any relevant communication, please forward it along with a payment receipt to petronela.k@casino.guru.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account.

Dear fierychariot81,

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.

The funds have finally arrived in my casino account. I am now awaiting for them to process a refund of these funds as I no longer wish to use their establishment due to it taking nearly 2 weeks for this to be sorted. I no longer trust them. I would hate to think how long it would take for funds to be withdrawn if it takes nearly 2 weeks to deposit.

Thank you, fierychariot81, for the update. I'm sure you understand that the misplaced deposit wasn't caused by the casino. Nevertheless, I understand your concern and desire to play somewhere else.

I believe in order to receive a refund of your deposited funds, you will need to complete the KYC verification. Please keep me informed about any further developments.

Hello fierychariot81,

Have there been any developments since our last conversation, please? 

Unfortunately not. They took a lot longer than any other establishment on the KYC verification process. Since that was all sorted it has been 7 days and my refund is still yet to be processed.

Hello fierychariot81,

Have there been any developments since our last conversation, please? Have you succeeded in verifying your account? 

Dear fierychariot81,

Have you succeeded in verifying your account? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Verifying my account was never the issue. That got sorted. However after 4 weeks the refund never happened. I tried to play through the high 3 X rollover to then be able to withdraw the funds but ended up losing it. It's obviously what they were holding out for. Please just close this case as unresolved

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

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 as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear fierychariot81,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.