Fortune Clock Casino - Player’s struggling to complete account verification.

I have deposited money and won €3600. Its I can onky withdraw $500 Euro at a time and each application can take 36 hours. I was asked to submit documents for verification which I did, multiple times now, exactly as they requested, and still keep coming back saying need to reupload documents but wont state what is missing (nothing is missing) just delaying approving my request. Which I suspect will never be approved. I don't expect I will be able to retrieve my €3600 which will take 8 withdrawals requests as can only withdraw up to €500 at a time and they have still not even processed the first one. Now that I realise this is a fraudulant "casino"/website I suspect my identity will have been stolen from the documents I uploaded.

Dear Rebecca,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

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

Hello, I have been told my identity and address documents have now been verified but fortune casino have stated my bank details have to be verified and so rejected my withdrawal request - despite me already submitting pictures of the front and back of my bank card and proof of IBAN number from bank. I have again today (06/04/2022) sent pictures of the front and back of my card and proof from bank of my IBAN along with my name and resubmitted a withdrawal request which has then restarted the 36 hour waiting period. For bank transfer why is there a 500 limit?

Update: Fortune clock casino have yet again declined my withdrawal request. Despite verifying my identification and documents. They refuse to process my withdrawal to the same bank account that they took my deposit from, despite me providing every all information requested more than once. This is completely fraudulent.

Dear Rebecca,

Do I understand correctly that the payouts are pending inside your casino account since the 5th of April?

Hello yes. I have since received some of the money but not all, still awaiting two further accepted withdrawal request payments to be transferred into my bank.

Dear Rebecca,

Could you please advise when you have received the latest payment and how much money is still remaining inside your casino account?

Hello, so I started with €3600. Can only withdraw up to €500 at a time as per Fortune Clock Casinos terms. I have had 7 withdrawal requests of €500 accepted and so the total left in my Fortune Clock Casino account is now at €100, however, I have only received 5 of the accepted withdrawal requests in my bank (€2500) so still owed €1100. The last payment I received was on Thursday 14th. I am going to wait and see if the other outstanding payments appear in my bank after easter weekend incase bank holiday has delayed it, but the requests were accepted on Wedesday 13th April and Thursday 14th April and the other so feel they should have been transferred by now.

Pleased to say my issue has now been resolved and I have received all my winnings

Awesome news. As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Rebecca, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela