Home Complaints Fortune Clock Casino - Player’s having difficulties withdrawing his winnings.

Amount: €3,500

Fortune Clock Casino - Player’s having difficulties withdrawing his winnings.

5.5/10 Questionable reputation Submitted: 22 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 the United Kingdom is struggling to contact casino support regarding his delayed withdrawal. We closed the complaint as ‘unresolved’ because the casino failed to reply.

Written by Nick
Casino analyst
Public

I played with Fortune clock and won which they refused to pay me my withdrawal. I put a complaint forward and asked them to refund me all my money as It was unfair I was spending money on the casino for no reason If I'm unable to get my withdrawal. They said they have closed my account and they are dealing with my refund. It has been almost 4 weeks and still they have not got back to me. I have sent them all my identifications including passport, driving licence, bank statement, front and back of my bank cards. I am now getting fed up of waiting. I have asked for many updated but all I keep getting is they are dealing with this. It has taken far to long.

Public

Dear Azim,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Did you receive any explanation why the casino decided to close your account? Were your documents approved?

Please forward any relevant communication between you and the casino to kristina.s@casino.guru, or post it here.

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,

Kristina

Public

Hi Kristina,

I have sent you an email this morning with some information.

Kind regards

Azim

Public

Thank you very much Azim for your reply and email. I will now transfer your complaint to my colleague Nick 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.

Public

I would like to ask Fortune Clock Casino to join us and explain why is the player's refund delayed.

Private
Sensitive information

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Public

I still await a reply on my refund. It is taking a long time. Surely with all the identification they have asked for my refund should of been processed by now? I have sent all my identification for my refund blinded as my identifications are very important documents. I dont know the company and they have very bad reviews. I dont know if my documents are safe or not. Also I have mailed Kristina with some other information between me and fortunecasino.


Just to add it has been 31days since my refund was put forward.

Public

Unfortunately the casino hasn’t provided any answer on this case yet.

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

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot 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 reopen this complaint anytime.


Best regards,

Nick

Casino.Guru