Home Complaints Fortune Clock Casino - Player’s withdrawal has been delayed.

Amount: €1,300

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

5.5/10 Questionable reputation Submitted: 18 Jun 2020 | Unresolved : 22.07.2020
Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

24 days ago - 22 Jul 2020

The player from Spain is experiencing difficulties withdrawing her winnings. After we haven't received any answer from the casino for two weeks we had to mark this complaint as "unresolved".

Written by Nick
Casino analyst
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I requested the withdrawal and I skipped that they would review it in 36 hours ... after more than 48 hours I looked again and had to carry out the same operation again, saying that it would take 36 hours to check it, two days and more of the same thing happen again ... I have had to repeat the operation ... when my money arrives?

Automatic translation
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Dear Lara,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I checked the casino’s T&Cs (https://2clockfortune.com/en/rules) and I found this:

„8.14.2. the funds must be withdrawn on the same payment system, which was used to make deposit at your account;

You need to have at least one successful deposit for the last 30 days before creating a withdrawal request."

Were these conditions fulfilled, before you requested your withdrawal, please?

Have you tried contacting the casino regarding your delayed withdrawal? If yes, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you in advance for your reply. I hope we will be able to help you with this case as soon as possible.

Best regards,

Kristina

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Additional information from Lara's email:


"If I have contacted the casino and if I miss it the way it should ... the next day I log into my account and I find that the balance that should be there is not .. of 1,300.40e I only had 1,18e ... they tell me that I have played and it's a lie, I have not played at any time after winning that amount ... I asked them to check if it had been played from another device and even from another country and I they have answered the same thing .. that the money has been played .. they have stolen from me and I would like to know what to do, thanks "

Automatic translation
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Dear Lara,

I would like to ask you to reply directly to this complaint, because it is the easiest and quickest way to communicate with us.


Now I would like to know if you have access to your game history. If yes, could you forward it to my email address (kristina.s@casino.guru)? Thank you very much.

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Hello Lara,


Did the casino send you your game history? Is there anything new regarding this case?

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They have told me that they cannot send it to me and that they do not have access to the location of the devices that have entered the account, for everything they hit me and I have already told them that I am going to report them and I am in it, they have stolen from me 1,300ey this is not going to stay like this, it is unfair and nobody helps me!

Automatic translation
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Thank you very much Lara for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

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I would like to ask Fortune Clock Casino to join this case to help us solve this problem.


Lara, please also note that Spain is restricted in the casino and their terms clearly states this information. Be aware of that in the future when you play in any casino and I would recommend you to read terms and conditions carefully.

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Unfortunately the casino hasn’t provided any answer on this case yet.

Dear Lara, is there any update regarding your case? I would like to ask Fortune Clock Casino again to reply on 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’.

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No they don't answer me

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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.


Best regards,

Nick

Casino.Guru