Fortune Clock Casino - Player’s withdrawal has been delayed due to uncomplete KYC verification.

Hi I was told my refunds will  be done once I send all the documents but I'm still waiting.

The response I get is they are still being processed but that was 8 days ago.

Dear Spinx,

Thank you very much for submitting your complaint. It is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. It seems that the casino has a strict verification process, but it's not unusual. I recommend you to contact the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. None of the licensed casinos takes verification lightly and it might take few working days completing this thorough procedure. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Hi I've sent all the correct documents 9 days ago and still getting told they are reviewing it

Thank you very much Spinx for providing all the necessary information. I will now transfer your complaint to my colleague Kristína 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.

Hello,

I contacted the casino, so hopefully they will reply soon. Thank you for your patience.

thanks 

hi after several emails to these guys they are now saying they have ONLY just received my  documents to be reviewed and this will take 10 dayS. Then after the 10 days the will review my refunds.

Im frustrated as they sent me an email on the 31st asking for my documents which i replied back to the email on the same day providing them with these and they are saying they didnt get them.

I am not happy as it feels like they are just delaying the process and hoping i forget. 

Dear Spinx,

Thank you for letting me know! I hope it is on a good way now and I will keep this complaint open until your withdrawal is successfull. Would you be so kind and keep me updated?

Thank you 

hi got another message from them and all they keep saying its being reviewed 15 days later 

We would like to ask the Fortune Clock Casino to comment on this case.

Hi I have contacted them and they have said the verification has been complete 22 days later when they said 10 and now i have to wait AGAIN this they say takes 3 days but i think they will just drag it out till i forget.

We would like to ask the Fortune Clock Casino to reply to this complaint. We are extending the timer by 7 days.  If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello Spinx84,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hello, Kristina and spinx84!

Yesterday message with declined ask for refund was sent to player

As your request was carefully reviewed, it appeared that transactions on your account were made with 3D secure authentication. If you are not familiar with a term, basically, it adds an extra security step to the payment process, ensuring that transaction is indeed made by the cardholder.  

Because of this, we would like to remind you that per section 29.3. of our Casino's Terms and Conditions, our games and betting offers are provided for entertainment only. Any stakes you place on a game or bet are non-refundable as the product is virtual and is instantly consumed. If you play a game or bet with real money, funds will be drawn from your account instantly and cannot be returned.

Taking into consideration the fact that the services were provided in a full volume we are to reject the request for a refund placed by you.

If there's a need to avoid future access to websites with unwanted content, we are advising you to benefit from miscellaneous available software that allows to set filters and block access to a said type of content.

Best regards, FortuneClock Casino

Hi yes I've I've recieved your email after over 4 weeks and I'm not happy with your decision.

You have no rights accpeting the deposits as you dont have a uk license and are committing tax fraud in your jurisdiction.

I have informed you guys I did not make payments due to my child having access to my phone so again your accpeting a minor playing on your site.

I want my refunds as this is my right.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified.

Regarding the license - they are allowed to accept deposits from the UK players without the UKGC license as long as they do not target UK player (offering GBP as currency, offerring special bonuses for UK players, etc.) and as long as they don't cause any problems for the UK player, by, for example confiscating their winnings.

However, we always recommend our players to prefer playing in casinos licensed by UKGC in order to receive a high quality service if needed.

And if your child really made a deposit to your account (by accident or not), I am sorry, but you are responsible for this and we don't see this to be a valid reason for punishing the casino. Please have a look at this point in the casino's General T&Cs:

"7.2. You are responsible for all activities that take place on your account, as well as for the safety of your password, for all losses that may sustain caused by third parties."

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.