FortuneToWin Casino - Player has self-excluded from the sister casino.

Hi

i opened an account with this casino last month. I have deposited and lost 6100$. But suddenly my account closed. I asked the chat support they said I informed my addiction to their group Winz casino that’s why they closed my account. But i was self excluded in their same license casino CASINONIC in last March 2020 because of gambling addiction. I already told my addiction to the same license casino. I will attach the chat history with casino.

Name: Antony

E-mail: 

    AndrewThu, 08/06/20 11:55:57 pm Australia/Victoria Hello. How may I help you?     Antony11:56:02 pm Hisuddenly my account disabledWhat happen     Andrew11:56:48 pm One moment, please. Let me check it.     Antony11:56:52 pm Ok     Andrew11:58:01 pm Dear Friend, your account has been closed due to Gambling problems     Antony11:58:17 pm I didn’t inform you any problems     Andrew11:58:51 pm Dear Antony, if you close your account due to gambling problems on one casino of our license, all other licenses will be closed to.     Antony11:59:22 pm Your casino is dama nv rightI lost 6000$ in your casino it means you need to refunds my deposits because of your last answer     Andrew12:00:53 am Dear Antony, 

there is no way a refund will happen,

your account has been closed according to our license, 

as soon as you`ve reported your gambling problem, the account has been closed.     Antony12:01:32 am Can you give me your license number     Andrew12:01:55 am You can find this information at our frontside

https://www.fortunetowin.com/     Antony12:02:21 am I never had account with hour license before     Andrew12:03:13 am Dear Antony, 

sure you did.

I`m sorry for it.     Antony12:03:46 am Which one?     Andrew12:04:11 am I can`t find this information, but if your account has been marked as a 

Dear Anto1318,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I feel like your message isn’t complete. Before we move forward with this case, would you be so kind and add the missing conversation (if there is any)?

Looking forward to hearing from you.

Best regards,

Kristina

Andrew 12:00:53 am  Dear Antony, 

there is no way a refund will happen,

your account has been closed according to our license, 

as soon as you`ve reported your gambling problem, the account has been closed.      Antony 12:01:32 am  Can you give me your license number      Andrew 12:01:55 am  You can find this information at our frontside

https://www.fortunetowin.com/     Antony 12:02:21 am  I never had account with hour license before      Andrew 12:03:13 am  Dear Antony, 

sure you did.

I`m sorry for it.      Antony 12:03:46 am  Which one?      Andrew 12:04:11 am  I can`t find this information, but if your account has been marked as a gambling problems one, then you did.     Antony 12:05:17 am  Ok but i lost 6000$ heaps of money Ok bye      Andrew 12:05:53 am  Have a nice day!      You rated our customer service as good 12:06:07 am      You archived the chat 

Hi

i didn’t inform my addiction to Fortunetowin casino. They closed my account because of my addiction told to same license casino. Please have a look at the chat history. It means i told my addiction in last March 2020 in their same brand Casinonic about addiction. How could they find out my addiction if they didn’t have a sister sites? Please ask them about my addiction informed by mail or chat history?

Anto1318, I apologize, but I am not sure I understand correctly what do you want us to help you with. Do you want to know how are these casinos connected? How did they find out about your slef-exclusion in a different casino?

Please let us know so we can continue resolving this case accordingly. Thank you very much.

Hi

i want you to help me for get my refunds of 6100$ because I didn’t inform my addiction to this casino. They closed my account because addiction told to same licence Casino name Winz. According to the license regulations and their terms if account closed by addiction in one casino closed in other licenses too their support reply. It means i told my addiction to one of their brands in last March. They knew my addiction in last March by their brand name Casinonic, i need your help to get my deposits refunds from the casino because i told my addiction to other brand before make deposits to FortuneToWin.

Anto1318, thank you very much for clarifying the situation! I will now transfer your complaint to my colleague Jozef 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.

Hello Anto.

Thank you very much for sharing your negative experience with the Fortune to win Casino. We will now try to get in touch with them.

Is there any response from the operator?

We would like to ask the FortuneToWin 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’.

Hi

if they don’t reply within time frame, will you put them in blacklist? These casinos don’t follow the rules if the player have problems. If i win really big amount they will return my deposits according to their license rules because addiction told to their group. If we loose they don’t refunds our deposits. These rogue casinos should be blacklisted immediately. Please aware other players about this Direx and Dama nv casinos.

Hello everyone!

I'm sorry, but the previous time I answered the complaint it didn't add on the webiste.

After reviewing player's account activity, game play and depositing pattern it became obvious that player was showing the signs of uncontrollable gambling activity. Casino administration decided to block player's account to prevent further losses due to a gambling addiction that player may experience.

Hi

casino says uncontrollable gaming activity didn’t you notice when i said my addiction to your same license casino casinonic? You guys knew my addiction before i make deposits of 6300$. I need a refunds of 6300$ because you let me to make deposits even you knew my addiction.

Dear Anthony,

As self-exclusion doesn't require to be carried over the casinos under the same license according to the responsible gambling policy and as you have never mentioned to us that you suffer from gambling addiction there are no grounds for refund, unfortunately.

You only mentioned about you problems with other casinos, but not with us.

Hi

self exclusion doesn’t require to be carried out over the casinos under same license, why did you close my account without even informed my addiction to your casino?

i have mentioned about my addiction to other casinos not yours, why did you close my account?

I told my addiction to your same license before you didn’t close any new accounts opened with same license casino because you want to make money from even addicted players.

Dear Anthony,

We represent Fortunetowin casino and can take responsibility only for our own actions. As we've said earlier, we hadn't known about your gambling problems, as you had never mentioned it to us. But we've noticed that you had been showing the signs of gambling additction that's why your account has been closed as soon as it became clear.

Hi

how did you notice i have a signs of gambling addiction? Have you got super power to notice people addiction? You have closed my account after I informed my addiction to Winz casino the same your licence.

casino guru please have a look the chat transcript with the guy named andre he clearly replied addiction told to one of their licence it will be applied to other casinos with same licence.

Their support replied this, they didn’t want to accept.

Dear Anthony,

We've reviewed your account activity, game play and depositing pattern, which made it obvious that you was showing the signs of uncontrollable gambling activity. Casino administration decided to block your account to prevent further losses due to a gambling addiction that you may experience as we've said it earlier.

Hi

casino guru I don’t accept FortuneToWin explanations because they closed my account according to their same brand problems. They don’t want to be another problem that’s why they closed. Direx nv casinos always have a problem you can see on this website, so far they have 32 complaints most of them not resolved. If you see my gaming activity why you didn’t close my account when i made my first few deposits? You been let me make as much as you want when the problem happens on your same brand you want to be secure and close my account.

Please casino guru make this casino as blacklisted for other players to aware of.

i am looking for your reply.

Dear Anto.

Please, could you confirm that you have mentioned gambling addiction to the FortuneToWin Casino representatives before you lost your deposits? 

Every casino has the right to reject the player so there is no reason to punish them for being responsible about gambling addiction. We also do not believe that the proofs of your communication with another casino are useful for this case (there is no relevant connection between Casonic and FortuneToWin Casino). There are plenty of Curacao licensed casinos, however, they do not share the database with self-excluded players.

Hi

i didn’t tell my addiction to fortunetowin. But they closed my account Because I informed my addiction to the same license casino Winz. This is why I am asking they closed my account for same brand casino rule. You can check the chat transcript their support reply. I didn’t inform my addiction to fortunetowin how did they find my addiction? Please check the transcript. More curaçao casinos but casinonic and fortunetowin Using same licence. Please ask them about my addiction evidence? I just opened an account with Spinsamurai recently,I asked the support can I play here but I was closed my account in your same license casino he replied no. Spinsamurai also direx nv.

Name: Antony

E-mail: 

•     AndrewThu, 08/06/20 11:55:57 pm Australia/Victoria Hello. How may I help you?     Antony11:56:02 pm Hisuddenly my account disabledWhat happen     Andrew11:56:48 pm One moment, please. Let me check it.     Antony11:56:52 pm Ok     Andrew11:58:01 pm Dear Friend, your account has been closed due to Gambling problems     Antony11:58:17 pm I didn’t inform you any problems     Andrew11:58:51 pm Dear Antony, if you close your account due to gambling problems on one casino of our license, all other licenses will be closed to.     Antony11:59:22 pm Your casino is dama nv rightI lost 6000$ in your casino it means you need to refunds my deposits because of your last answer     Andrew12:00:53 am Dear Antony, 

there is no way a refund will happen,

your account has been closed according to our license, 

as soon as you`ve reported your gambling problem, the account has been closed.     Antony12:01:32 am Can you give me your license number     Andrew12:01:55 am You can find this information at our frontside

https://www.fortunetowin.com/     Antony12:02:21 am I never had account with hour license before     Andrew12:03:13 am Dear Antony, 

sure you did.

I`m sorry for it.     Antony12:03:46 am Which one?     Andrew12:04:11 am I can`t find this information, but if your account has been marked as a 

Hi

can you ask them about the bold text reply from fortunetowin support above. They closed my account according to my addiction told to their licence. It means I told my addiction to Casinonic and ilucki casinos few months ago.

Hi

If they say they didn’t share the database with other casinos running on same license, will they reopen my account and let me play. I want my deposits refunds or my account have to be reopen because i lost 6300$. I need to try something to chase my losses because I didn’t inform my addiction to FortuneToWin.

Dear Anthony.

I am very sorry, but we believe that you are not entitled to receive the refund. Unfortunately, we are forced to reject your case since we believe the casino action was justified. We cannot force them to do the deposit refund only for the reason that both of the casinos are Curacao licensed. You have not mentioned the gambling problem before you lost the amount, therefore we cannot force the casino to refund your deposits. 

If you do not agree with our decision, you can always file an official complaint at the licensing authority of the casino (Curacao). Please, contact me if you require assistance with it. If the FortuneToWin had information about your self-exclusion before you did deposit, the regulator is the only one who owns this information.

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru