mFortune Casino - Player’s experiencing difficulties completing verification process.

This casino allows you to join and deposit as often as you want with any issues whatsoever. Then when you ask to make a withdrawal the problems start. I have tried to withdraw a small amount of £100, i have provided my driving license, passport , utility bill and pdf copy of paid phone bill as requested as you can deposit via phone. This is still not enough now I have to wait for mt next phone bill to be generated and paid which will be may 6th before I can even contemplate withdrawal, so customers are being conned they line getting the money in but do whatever necessary not to pay out. You only have to read the hundreds of reviews from dissatisfied customers to see this, I have contacted the gambling commission and they are aware of this company and their unethical practices, I think you should investigate this and change your rating as you are missleading your viewers.

Dear Nicholas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly. I would suggest contacting 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. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Lastly, if you have contacted already Licensing Authority, please let us know, as we won’t interfere with their investigation.

Best regards,

Petronela

every casino requires id which is understandable, this casino however goes beyond that, normal proof of driving license, passpomet, utility bill is not enough. As you can deposit by phone bill they require proof the bill is paid, that’s fine I sent that now they are saying they require my next bill to be proofed that has been payed and that doesn’t even arrive until 6th may!! So they are refusing to pay out even though I’ve sent every acceptable document that they require, if you keep depositing then it’s a never ending cycle they always require proof the phone bill has been paid but phone bills are only sent once a month I’ve done everything I can by sending my last bill but that’s not enough I’ve got to wait until 6th may to proof that’s been paid and if i keep depositing then they will withhold until they had proof that next bill has been paid which will be another month. They are scamner. they say they have a duty of care to the phone provider, but I joined and played for a month and depositEd via phone bill not once did I have a phone call or email or any contact whatsoever from this company asking if my phone bill had been paid no duty of care there? The duty of care starts when customers request withdrawals because they don’t want to pay out!! not one check was carried out on me when I was depositing and losing with their casino, then the one time I won and wanted to withdraw they do everything in their power to prevent paying out. ive Read hundreds of reviews from people in the same situation, they need to be investigated and shut down!! Ive contacted the complaints department of this company it took 5 days for them to respond, they say they are unwilling to pay out until I send proof my next phone bill has been paid and not only that now they want to see bank statements which is totally inappropriate

Dear Nicholas,

You mentioned that you have contacted Gambling Commission. Could you confirm it?

I rang them for advice as I wasn’t happy, they said i need to go through the complaints procedure with the company. I have sent them emails but they hardly reply and take days to do so, I have asked for callbacks 4 times and received 1, in which they read from a pre worded statement saying it’s in their terms and conditions that they can ask for copies of phone bill, I have provided my latest bill to them but that isn’t enough, now I have to produce my next paid bill which doesn’t come until 6th may. So they are withholding payment just as they do with hundreds and probably thousands of customers. They are scammers. No bookmaker or casino does this apart from them. They do whatever possible to avoid payment and there’s nothing customers can do

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

Hi Nicholas,

Thank you for providing us with the information we requested. We will now try to get in touch with the casino and find more information case. 

Hi Nicholas, 

Thank you for your post, We are sorry to hear your having difficulties with your withdrawal request. Firstly we would like to reassure you that we are always happy to see our players win, and the vast majority of our players have no issues when it comes to withdrawing with us.

As mobile telephone deposits are made on your behalf by the network provider, we do need to ensure these deposits have been cleared before we can move forward with processing any withdrawals. This does, unfortunately, mean that we are not able to process your win until we have received this information.

When you registered your account you confirmed your acceptance of our terms and conditions. We would refer you extracts from the terms and conditions which apply to your circumstances as follows:

Section 8: Withdrawals
85. We reserve the right to void bets and refuse or withhold a withdrawal where we have any reasonable grounds for closing your Account (see Section 9 below), including where there is evidence of "suspicious activity" (see Section 12 below). In particular, if we suspect fraud or fraudulent activity on your part, or any of your deposits are charged back to us as a result of (alleged) fraudulent use, or loss, of your credit or debit card, we reserve the right to refuse or withhold a withdrawal from your Account and, if necessary, to lawfully collect any payments owed by you. It is your responsibility to provide correct bank details for winning payments. We will make reasonable efforts to contact you to obtain correct bank details.

86. We may ask you to provide other information, such as proof of payment of a phone bill, before we make a withdrawal payment.

87. We aim to process withdrawals for depositing customers within 3-4 working days (being Monday to Friday, excluding Bank Holidays) of a request. Withdrawals for non-depositing customers will take 10-12 working days. Where we require source of funds, proof of payment of phone bill or any other documentation, withdrawals will be delayed pending receipt of such documents.

As we are unaware of your billing cycle, this may mean you may have to wait until the next bill has been generated. We apologise for any inconvenience caused. Rest assured your withdrawals will remain in your account until the requested identification has been received.

We can see you have sent through screenshots relating to your phone bill, unfortunately, we are unable to accept them as they do not show the information required.

Contrary to your view about our reluctance to pay out, we are happy for our players to be successful and, once our security procedures have been satisfied, we are pleased to be able to make payments.

We look forward to receiving your identification and moving forward with processing your winning payment.
 

However, this query has already been raised on "ask gamblers" (https://www.askgamblers.com/casino-complaints/mfortune-casino-withdrawal-withheld-with-absurd-reasons) and is still on going. 

To avoid confusion for both parties we would like to keep all communication on this issue on the original ask gamblers complaint thread. 

Kind regards,

mFortune

Since the casino doesn’t wish to proceed with a duplicate complaint, we will monitor the development of the issue on AskGamblers and update it on our forum accordingly. 

Hello Nicholas,

Any update regarding your complaint? Have you filed complaint with Gambling Commission?

Thank you in advance to reply.

Dear Nicholas,

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

I have filled a complaint with the gambling commission regarding this company,

hundreds of others are in the same boat, they are a scam company who do whatever necessary not to pay out, if you go into glassdoor you can even see evidence from ex employees that proves this, also a quick read through trust pilot and this company has shocking reviews many many others in the same boat not being able to withdraw.

i couldn’t secure my withdrawal from this company and as they want you to do and as many others do I gave up, so I have done what I can, the gambling commission are hopefully looking into this company

Because you are already solving this case with Gambling Commission (which has higher authority then we) and we didn't find anything that we can use to convince the casino to pay you your winning. I will close this case with status "waiting for regulator decision." 

Please let us know when you will receive the official answer from Gambling Commission, and we will update the case accordingly. Write to me please on yulliia.k@guruadmins.com and I will make an update here.

Regards, Juli

Dear Nicholas,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at peter.c@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Peter

Dear Nicholas ,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I haven’t played with this company since they scammed me out of money by refusing not to pay out

But were you able to contact the licensing authority as recommended by my colleague or did you not contact them at all? Thank you in advance!

Dear Nicholas ,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

No I didn’t bother because it was a waste of time the casino lets you deposit but will not pay out when you win so I haven’t played the casino since and never will. It’s a complete scam and needs to be closed down just look on trust pilot there’s hundreds probably thousands in the same situation that’s why they are constantly fined by the gambling commission

Regrettably, as you have not contacted the licensing authority, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.