Fortune Clock Casino - Player’s refund has been delayed.

I’m a self confessed gambling addict who’s tried to commit suicide due to this horrible disease. I’m really struggling just now and I deposited into fortune clock not realising they were one of the casinos I had self excluded from previously. I then got in touch and they told me I couldn’t open a new account so this new account would be blocked. I then sent in all my ID for verification and 14 days later - 12 since being verified they say they are reviewing my request and no refund/withdrawal is close to being issued. I’m currently in a psychiatric hospital receiving treatment and need that money ASAP to provide for my daughter! She has to walk 6 miles to school as we have nothing for her bus fair and no food in the fridge. This is making me very very unwell and all I want is my money returned so I can try and build my

life once again.

Dear *****,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

It’s quite usual for withdrawals or refunds 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. If you’re refund has been confirmed I truly believe it’s only a matter of time before you’ll receive it.

If there’s any relevant communication, 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

Hi,

I have changed it. I will set the timer for additional 6 days and wait for your update patiently.

I spoke to support again today. They say it’s still under review on whether I’ll get my refund granted or not!

I didn’t even bet with this money deposited so all they have to do is return the money to my Bitcoin wallet.

I’m 100% verified so I’ve no idea why I’m still waiting 18 days after depositing the funds

Thank you very much, Roses, for the update. I will now transfer your complaint to my colleague Matej 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.

Ok, thank you. I just hope they refund me ASAP but I’m not holding my breath.

Hello *****.

When you made your first self-exclusion in this casino did you mentioned gambling problem?

Self-exclusion can be revoked after cool-off period but not in case of gambling problems.

Yes I did. As soon as I went to join back up again I got in touch to say I couldn’t play after I had deposited and their advisor said "that’s because you self excluded from a previous account with us, you can only have one account" I said, that’s ok then, just refund my deposit. They then asked for ID to verify me which all went smooth.

Well then the casino should refund you in case that you used the same personal details as before.

I woul like to ask the Fortune Clock Casino representatives to stepped into the case and explain to us what's exactly happeend.

Good afternoon!

Payment team has already sent message to player with steps to get money.

And I think in the nearest time the money will be send to his e-wallet.

Thank you for your participation

FortuneClock Casino

Yes, they messaged to confirm the Bitcoin address was correct! Why would it not be? They know exactly where the deposit came from. That’s taking over 3 weeks and until the money appears I’ll still not be convinced I’ll get it back.

That’s the money finally back in my account. Thank you very much to all at the casino guru, without your help I’d have never got it. You can now close my case! Thanks again

Dear *****,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.