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

Was careful not to accept any bonuses as I know how the wagering requirements work. My account was verified (passport, proof of address, debit card and credit card) and every time I tried to withdraw 200 euros I kept getting an email from the payments team saying they could process the payment due to a technical issue with their payment provider and asking me to use another card or open up a perfect money or skrill account. I’ve tried my credit card- same apparent issue. Then opened a Skrill account to go through the whole process all over again and be told there are technical issues with this method too. I have never known a site to cause so much stress over claiming winnings. Would like the money paid into my account ASAP.

Dear Kirsty,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. This seems like some technical issue which doesn’t have to necessary be the casino’s fault.

Could you please send me any relevant communication between you and the casino? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

email has been sent through of all communication with Fortune Clock.

No adequate response has been provided regarding a so called ‘technical fault’ which has apparently meant neither my debit card, credit card or Skrill account could receive my payment- which is absolute nonsense as my bank and credit card provider have advised that no attempt to pay money on to either of these cards has been made.

I will also be forwarding this complaint to the gambling commissioner to make them aware of what appears to be a scamming website; coercing customers to join the website with no intention of paying out winnings. There are a serious number or complaints about this website on trust pilot which I wish I had seen before depositing any money with this site.

Hello Kirsty,

I apologize for my late reply. I went through your email communication. I think the casino tried to explain to you, that they have different payment methods which players can use to make a deposit and some of them aren't available for a withdrawal (they can be used only for depositing). Several factors such as geolocation, and contracts with the payment providers might have a major influence. 

Before we move forward, could you please let me know if there is anything new regarding this complaint? From the forwarded email I see, that the last message you sent to the casino was mentioning the Skrill option. Have you managed to request the withdrawal using this option, please? Or have you received any additional information from the casino?

Dear Kirsty,

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

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