The player from Germany had his refund rejected without further explanation. After a closer examination, we ended up rejecting this complaint as unjustified.
Fortune Clock Casino - Player’s refund has been declined.
Amount: €3,399
Fortune Clock Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.7
Fortune Clock Casino has a Safety Index of 3.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
The behavior of this casino is very strange, so I would like to file a complaint here.
- On June 14th, 2021 I contacted the casino and requested a refund of my funds.
- I received a response promptly that you are processing my repayment. For this you need a verification of my account
- All documents were painstakingly compiled and submitted
- I have asked for the status several times and have been told that the requests will be processed in the order in which they are received.
- Today the casino informed me that they are declining my refund.
In addition, I would like to point out that the casino has no player protection at all. In March 2020, I informed the online casino that I was suffering from a gambling addiction problem. Nevertheless, I was able to make further deposits.
Promise something first and then not keep it, that is not possible. I have a feeling that the casino just wanted to get my personal information.
Maybe you can help me with this.
Many Thanks!
Automatic translation:
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3 years ago
Dear Grillz520,
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. Could you please advise why you have requested a refund? Did you, by any chance, save the relevant communication from March 2020 when you’ve requested a self-exclusion?
If yes, please forward it to petronela.k@casino.guru.
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,
Petronela
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3 years ago
Thank you, Grillz520, for the forwarded email. I can see that you have informed the casino about your gambling problem by sending an email to support@a1.fortuneclock.com. Please understand that this specific email address is used to verify your email, not to file self-exclusion requests. It is an automated email being sent to all the newly registered players.
Could you please advise if you have sent any other requests to block your account since March 2020? Why the refund has been requested at this time?
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3 years ago
Translation
Thank you for your feedback, Petronela.
So the email address starts with "support". That's why I thought that I could also contact support with this email address. I did not find any other email on the homepage. In addition, I received the following e-mail addresses in response:
- de_support@fortuneclock.email
- support@a.fortuneclock.com
- support@a.fortuneclock.com (this was used)
In the meantime I have learned that the online casino has no valid license at all, i.e. none from Malta or Curacao or anywhere else. I cannot find an imprint on the homepage. Absolutely no information.
That's why I asked the online casino again to refund my money because the offer without a license is illegal.
Then I received a reply that my repayment was being processed. I would need to verify myself to process my withdrawal.
Said. Done. I've submitted all the documents and I've been successfully verified that my account has been verified.
Suddenly I received a message that my refund was declined.
What game is the online casino playing with me here?
Automatic translation:
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3 years ago
Unfortunately, we at Casino.Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you as a missing, or unverifiable license is not a reason for a refund. We are an independent online casinos database that acts as a mediator resolving players’ disputes. We have no authority to enforce the legality of rules.
The fact that the Curaçao license is unverifiable has influenced the casino's rating in our review already.
Do I understand correctly that all the deposited funds have been played and lost? Are there any winnings held by the casino?
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3 years ago
Translation
Many Thanks. Then please just close this case. It was my mistake to play in an unlicensed casino.
Another request: Please do not publish my surname or first name, just my nickname.
Thank you for your support and best regards
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3 years ago
I will close the complaint, but, before I'll do so, could you please advise which nickname you'd like to have displayed?
Thank you very much.
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3 years ago
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.
