Mr Fortune Casino - Player disputes free spins game substitution.

''This I emailed to online support at Mr Fortune Casino''

I deposited to this bonus to get the 100 free spins on game the email said it was going to be.. when I contacted support because I could not find my free spins when I logged in , agent Leo informed me that there was issues with the game and he would have to give me my spins on another game. I replied that I deposited for the free spins on that particular game which is '' Big Bass - Float My Boat'' and I informed him I already tried the game and it worked perfectly fine. Support agent Leo said still he would have to give me my spins on another game of which I am not interested in.  

This is like a scam to get one to deposit and then switch games? I am making complaints. I have included screenshots of the emails and the conversation I had with support agent Leo. This is also so I have everything together for my complaints.

Diane T****

This is what I wrote to email support.. I have more screenshots of the online chat I had with the support agent that I can upload if you want to view them also.

Diane T****

Dear dianetinga,

Thank you very much for submitting your complaint.

I'm sorry to hear about the issue you encountered with Mr Fortune Casino regarding the bonus and free spins.

To assist you further, could you please provide us with the following details:

• Can you confirm the specific details of the bonus promotion you participated in?
• Did you receive any written confirmation or notification from the casino regarding the change of game for the free spins?
• How much was your deposit and is it still untouched inside your casino account or have you used it for gameplay already?
• If you have any additional communication or screenshots, please feel free to forward them to petronela.k@casino.guru for further examination.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

• This screenshot shows the specific details of the bonus promotion
• there was no notification of the change of the game for the free spins in promotion
• they have sent me an email on Feb 19, that says they will get back to me with in 10 business days.

This is a copy of what the email said to me..as I can't post the email on here.. I can forward the email to you email address at petronela.k@casino.guru . I can provide all this info to that address also... Last time I had a complaint and did that , the system kept telling me to respond here on this site. ??

Mrfortune.com Complaints Management Team via sendgrid.net 

Feb 19, 2024, 9:57 PM (2 days ago)

to me

​

Dear Diane,

I am confirming that our Complaints Management Team has received your complaint.

We will investigate the complaint and try to resolve the issue.

We aim to provide a final resolution to all complaints as soon as possible, but no later than 10 business days after the complaint is received.

Best Regards,

Regards,

Complaints Management Team

Mr Fortune just responded to me and this is what they said-- The screenshots above are what I sent them to show that the promotion comes up automatically when you click the email and after you log in this is what comes up right behind the log in,, so there is now way that I did not opt in for the promotion like they are stating in this email they just sent me.

Mrfortune.com Complaints Management Team via sendgrid.net 

2:19 AM (1 hour ago)

to me

​

Dear Diane,

Thank you for your email and your patience as we reviewed your inquiry.

After examining your account, it appears that a deposit of 5 CAD was initiated on 16 February.

Our records indicate that the deposit was credited directly to your account and not through a promotion.

To activate a promotion on your account, deposits must be made through the relevant promotion and not directly to your account.

This prompts our system to implement the required adjustments to your account.

If a promotion is claimed but not added by the system, our Support Agents can manually include an alternative promotion.

This process is designed to ensure that our players do not forfeit their deposit and can continue enjoying gameplay on our site.

However, Exclusive promotions are unique offers specifically crafted for our players' benefit.

These promotions are limited to availability once per month, once per player account, or once every 30 days.

Due to these restrictions, exclusive promotions cannot be manually added by support agents.

They are only accessible by claiming them through the designated promotion to ensure proper inclusion in the account.

Following the examination of your account and the Live Chat interaction, it is evident that our Support Agent added alternate free spins for the deposit made.

The allocation of free spins was made at the discretion of the agent, despite the deposit not being carried out through the designated channels for the specific promotion

We can confirm that all actions taken by the support agent were correct and in the best interest of the account holder

If anything further is needed, please do not hesitate to contact us.

Best regards,

Regards,

Complaints Management Team

diane t********* <di*********@gmail.com>

3:42 AM (21 minutes ago)

to Mrfortune.com

Your reply is not correct, I did deposit through the promotion, I know I did this because as soon as I clicked on the site when I responded to the email, it brought me right to that promotion, in which I logged in and claimed and deposited. I will email the screenshot again where I deposited to the promotion. I did not want to play another game as I deposited for 100 spins in Big Bass''Float My Boat'' game that is what I deposited for.

 You are clearly not being truthful by stating that I did not deposit for this promotion because I certainly did so.

I will continue with my complaint.

Diane T*********

diane t********* <di*********@gmail.com>

3:50 AM (8 minutes ago)

to Mrfortune.com

I just went back to the February 16 email of the bonus and clicked on it to see what happens and like I said, it takes you right to the promotion,, I log in and then these are the screenshots of the next 3 pages that come up, so there is no way I could have not opted for the promotion!!! [note] screenshots above

Feb 24/24 update in correspondence with Mr Fortune casino:

Mrfortune.com Complaints Management Team via sendgrid.net 

1:12 AM (6 hours ago)

to me

Dear Diane,

Thank you for your email and the screenshots provided.

We would like to refer to our email above, as stated:

Our records indicate that the deposit was credited directly to your account and not through a promotion.

If a promotion is claimed but not added by the system, our Support Agents can manually include an alternative promotion.

This means, that in the event, a promotion is claimed, such as in your case, and not added by the system, such as in your case, our support agents add an alternate promotion.

If anything further is needed, please do not hesitate to contact us.

my response back:

diane t********** <di*********@gmail.com>

7:03 AM (13 minutes ago)

to Mrfortune.com

I still disagree with your statement that the deposit was credited directly to my account and not through a promotion.

Also in the very first conversation I had with your live chat support agent, He did not say I did not deposit correctly through the promotion, he said there was an issue with the game itself. I have that conversation recorded.

Note: I can send also the screenshots of the conversation I had with live chat support on Feb 16, regarding this promotion and what he said the problem was, it is different then what they are saying now.

Hi dianetinga,

• Can you confirm whether you accepted the alternative Free Spins credited to your account?
• If you haven't utilized those spins and your deposit remains untouched in your account, perhaps you could consider requesting a refund.

Thank you.

yes I could.. it is just the point also.. i have been ripped off so many times by many of these on line casinos . I wish that there were better agencies to govern what they do and how they do things. ya whatever though.

Hi dianetinga,

• Do I understand correctly that you haven't accepted the alternative offer for a different game and you will request a refund of your unused deposited funds?

Please keep me informed about any further developments.

Thank you.

I have now accepted the alternative offer for a different game.

I give up, they win again.

The matter has been resolved

Thank you for your help

Diane T****

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, dianetinga, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

PS: I adjusted the disputed amount from $40 to $5.