Fortune Clock Casino - Player’s winnings from bonus have been cancelled.

Αbout 3 months ago I opened an account at https://fortuneclock.com/en. I deposited 1100 euros and got another 1000 euros as a bonus. I started playing and after about 1 month I fulfilled all the conditions of the bonus. then I had to have to my account 4135 euros and I asked to make a withdrawal. They asked me for documents to identify the account and I sent them all! They replied that the account was fully identified but when I requested my withdrawal they returned about 1135 which was the initial deposit amount and they withheld about 3000 € from me !!!! I lost 3000 € !! the money is too much !!!!! when I asked them my reason they sent this as an answer '' Dear Georgios

According to our Casino’s Terms & Conditions, Administrative Department of our website is entitled to monitor all transaction and gaming activity at any time and at its own discretion. If upon such review, we reveal signs of dishonest gaming activity and / or abuse of our bonus system, Administrative Department is authorized to reevaluate player's winnings.

As we reviewed your withdrawal request it appeared that your gaming activity was dishonest, this leads to cancelation of received winnings. All funds deposited during your last gaming session remain available on your balance.

Any attempts to gain dishonest advantage are strictly forbidden regardless of the fact whether such methods were listed in our Terms & Conditions or not. Any activity aimed at gaining such an advantage, even if it does not seem like violation for the exact rules' wording, due to the imperfection of current rules and software, will not be tolerated.

We would like to remind you that per section 29.5 of Terms and Conditions, each rate going to bonus wagering should not exceed 20% of the bonus amount. If the rate is 20% or more, such a rate will not count, and the status of the bonus wagering will be reconsidered.

Thank you for understanding.

We are always keen to not just meet, but exceed our players ’expectations. If you happen to have any questions, please feel free to contact our Support Team. Our specialists are always there to assist you.

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Kind regards,

FortuneClock Casino Payments Team

 So I told them to answer me specifically which bets they consider to be dishonest but they did not answer me until today when I send them emails! I am absolutely sure that all my bets were honest but they do not give me proof to support their point of view! it is very dishonest what they did and the money is too much! do something please !!!

Dear Giorgos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found https://fortuneclock.com/en/rules :

"Each rate going to bonus wagering should not exceed 20% of the bonus amount. If the rate is 20% or more, such a rate will not count, and the status of the bonus wagering will be reconsidered."

If your initial deposit has been €1,100, then maximum allowed bet while wagering your bonus would be no more than €209. Are you aware of placing such a bet?

Could you please forward your game history and any relevant communication to my email address: petronela.k@casino.guru? Please specify which exact bonus you have redeemed and confirm that your last deposit, which activated the promotional offer, was $1,100. Please understand that all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

το αν τοποθετηθει στοιχημα που υπερβαινει το 20% του μπονους δεν νομιζω οτι εχει σχεση με το να μου κλεψουν τα λεφτα απλα αν τοποθετηθει στοιχημα που υπερβαινει το 20% του μπονους τοτε αυτο δεν θα μετρα στις προυποθεσεις του μπονους.δεν ειναι αιτια αυτο να μου κλεψουν τα λεφτα.ετσι δεν ειναι??ευχαριστω

Dear Giorgos,

Could you please advise if you have placed a single bet greater than €209? Additionally, please forward your game history and any relevant communication.

Most casinos void winnings from a bonus play when a rule regarding max bet has been breached.

Dear Giorgos,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.