Fortune Clock Casino - Player’s struggling to obtain his refund.

I Have a gaming problem, in Which a deactivated my account with with Fortune Clock, in which they said it was closed and I couldn't deposit however 3 month later I struggled and managed to deposit. They stated they would refund the money, now they want my old 16 card number on a statement in which Santander don't do this. I have given them pictures of the card I used for the deposits etc, my old card has nothing to do with this account. I have sent screenshots of messages from bank them writing to me stating they do not and cannot put them on statement - but she did put the old card number on the message.

Dear Ellis,

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. Did you inform the casino about your gambling problem when you’ve requested your account closure in the past? For how long your account was supposed to remain closed? Lately, when you’ve deposited again, did you play any of those funds? Did you accumulate any winnings or lost?

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. It was a life time closure taht I done in August. They have stated they will give me a refund however they are asking for my old card number on a picture bear in mind this wasn't the card I deposited with as it was an old one I cut it up...as it was old. There just trying to avoid paying me my refund. However they have admitted fault.

Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for account closure? My email address is petronela.k@casino.guru. Thank you very much in advance.

Hi.

I don't have any emails from them. It was all done over live chat. They have admitted fault and Said they will pay me my refund but there finding excuses not too. There asking for a picture of my old card, which is none exististant as its old. They know I haven't got this card anymore and they know I didn't even use this card for the deposits. This casino have been doing this to a lot of people. As they don't even have a valid licence I believe however on websites there saying they have.

Thank you very much, Ellis, for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. However, please understand that without any forwarded communication and supporting evidence it will be a difficult mission to complete.

I wish you best of luck and hope to see your problem being resolved in the near future.

I would like to ask Fortune Clock Casino to join us and help us resolve the player's issue.

We haven't receive any answer from the casino yet. Please note, if you will fail to respond to us within the next 7 days, we will be forced to close the complaint as "unresolved" which could lead to casino rating deduction.

Hi nick

Thanks for this. Very dodgy company. They asked for a picture of my card to refund the money (in which they haven't) now my card has been used for fraud. Very suspect. I have looked on trust pilot and seems they have done this to several people

Hi nick.

Fortune clock are the only people with my card number as I had to send it for refund (they haven't paid). My bank called me on Saturday explaing my card has been used for fraud at several different companies. I looked on trust pilot at furtune clock it seems they have done this to a lot of people. I believe they're Russian scam artists. As the deposits made are processed through the Russian federation as my bank informed me. Very suspect.

Unfortunately, we haven't receive any answer from the casino. I'm really sorry we could not help you more, but as the casino did not respond to us, there isn't much we can do in your case. All I can recommend is to play in different casino with better rating. Also please be assured that you always read the terms and conditions before you register in any casino to prevent future complications. Do not hesitate to contact us if you will come across any trouble in the future.

Best regards,

Nick

Casino.guru