Fortune Lounge closed all of my accounts without any reason

[Seaman63]

Hi Wim,

thank you for taking the time and investigating this issue.

We sent you an e-mail requesting verification documents and thereafter sent you an e-mail (to the same address) informing you that your accounts have been locked.

Just to clarify, I recieved the following mail three days before the CS requested any documents and before I started to post here. I have all emails stored for proof.

Hi *******,

*** here from the Casino Support desk.

I hope this finds you well.

I have reviewed your account and I can confirm that all of your accounts have been locked by our Player Security Company.

Unfortunately they have advised us that certain discrepancies have been located on your account and that as result of an investigation that has been done the accounts have been locked and regrettably will remain locked. As this is the case I will unfortunately not be able to unlock the account for you and I sincerely apologize for the inconvenience in the matter.

For more information please do not hesitate to contact us here at support we offer support Mon – Sun 24 hours 365 days a year! So feel free to contact us at any time. You can also e-mail us on Support@casinodesk.com if you need to contact us via e-mail.

Regards

***
Casino Support Desk

[fortunelounge]

Hi Seaman

Thank you for the information.

I am trying to establish why you did not receive your notification.

The notification mailer is an automailer which is triggered when the account is locked.

Just to clarify (to avoid an issue) - My comment that, if your are an honest player your account will not be locked was only a response to your warning that we lock honest players' accounts. It is not a suggestion that you are dishonest.

Regards

Wim
VP Operations

[vinylweatherman]

Hi Seaman

Thank you for the information.

I am trying to establish why you did not receive your notification.

The notification mailer is an automailer which is triggered when the account is locked.

Just to clarify (to avoid an issue) - My comment that, if your are an honest player your account will not be locked was only a response to your warning that we lock honest players' accounts. It is not a suggestion that you are dishonest.

Regards

Wim
VP Operations

It was found to be a mistake, but it looks like there was NO WAY that Seaman could have got the matter dealt with through "normal channels". CS seem to have been instructed to "stonewall", rather than help.

In the end, it seems these discrepancies pointed to nothing amiss, making us think that it was a case of "shoot first, ask questions later".

Every time an innocent player falls victim to a mistake of this magnitude, the system is so heavily stacked against them that they have little chance of clearing the matter up unless they know how to go over the heads of lower management, such as by contacting the CM rep for Fortune Lounge.

More worrying is the fact that this was a player who had played for 6 YEARS without incident, yet was STILL not trusted by FL when these discrepancies came to light.

It seems that casinos NEVER fully trust even their most loyal long term players, so in fact ANYONE can fall victim to this, however they conduct themselves.
It's one reason why casinos struggle hard to win the trust of their players in this online environment. The fact that they can do what they like, and there are no real RIGHTS for players, who have to rely on the goodwill of third party arbitration services, or finding someone in the organisation prepared to listen.

[fortunelounge]

Vinylweatherman

The only mistakes were that Seaman seems not have received a mailer notifying him that the account was locked and that not all of his accounts were unlocked at the same time.. The actual locking of the account was done with very good reason and accounts and transactions are continuosly scrutinised - no matter how old the account is.

In the vast majority of cases verification documents are requested first and if we do not get a response from the player, then only is the account locked. In those cases where the risk is very high and we cannot afford any further transactions or play on the account until the player has been verified the account is locked immediately and documents requested afterwards.

Internet fraud detection is not an exact science and we often need to act on suspicion so it is inevitable that our suspicions can be wrong from time to time.

You do not know the reasons why we locked this account and I can assure you they were good enough.

All of our sites have links to escalate queries or complaints and we have proper escalation processes in place to deal with these. Issues that cannot be resolved by Floor Managers are directed to me.

This issue is about a player whose account was locked (after due process). This was correct. He did not receive a notification mail. This was incorrect. His issue is that nobody wanted to tell him why his accounts were locked. This is correct. We do not divulge such information for reasons stated in my previous post. He supplied us with his verification documents. The documents were investigated and the account was unlocked, Correct again. Not all of the accounts were unlocked at the same time (even though they have been dormant for some time). Incorrect.

Wim
VP Operations
Fortune Lounge

[Seaman63]

The actual locking of the account was done with very good reason

You do not know the reasons why we locked this account and I can assure you they were good enough

His issue is that nobody wanted to tell him why his accounts were locked.

This is exactly my problem, if you have had any good reasons to close my accounts, why not providing them to me? This must not happen in public, a PM or any email communication would have been nice.
Don´t you understand that I need to protect myself, i.e. if my accounts have been hacked or abused from another person? Also I want to avoid future misunderstandings if there happened any.
You are posting here my accounts have been locked with very good reason and this makes me look like a fraudster to other players.
I am still not aware of anything I did wrong and as long as nobody wants to inform me, I have to assume there was no reason and all that happened in error and now nobody wants to admit it now.

[fortunelounge]

Hi Seaman

We are not going to disclose why your account was locked except to say that certain links/patterns were picked up which gave us enough reason to lock your account until we received and verified your documents.

The same were requested from other players we identified. Those who returned their documents had their accounts unlocked. Those who did not remained locked.

If your accounts were hacked or abused you would have seen the impact on balances, etc and we would have informed you of this as well.

The mere fact that your accounts were re-opened indicates that we do not regard you as a fraudster. At the time we had to do an investigation because of a suspicion and this did not relate only to you.

Again, we apologise for the inconvenience you suffered.

Wim
VP Operations
Fortune Lounge

[juleser]

I have problems with refused pay-outs from platinum play.

I deposited £680 and am waiting for a withdrawal of £800. I have subsequently depositeed an additional £3400 and now find that for some reason / irregularities, my winnings have been confiscated. I have never known this before. I have provided all the information that they requested, colour copies etc.

Their message is below. I find it very aggressive and not helpful since i don't know what i've transgressed.

Hi Julian,

Thank you for contacting the Support Desk.

I have had a look at your account for you and I regret to advise that due to the account being locked by our Security Company as result of an investigation regarding certain discrepancies, the Funds and withdrawals on your account have been forfeited.

Unfortunately you have breached the terms and conditions of the casino and as result of the investigation done on your account it has been found that due to this transgression we will not be able to process any funds to you.

I hope that this clarifies this matter for you. Please contact us again, should you have any further queries.

I thank you for your time and patience in this regard.

Kind regards

Ben

[juleser]

just a follow up as platinum play's behaviour gets even more agressive.

I would appreciate an honest answer as to what i have done wrong.

Hi Julian

My name is Francois and I am the Floor Manager currently on duty.

Your account was locked under the following Terms and Conditions of the casino:

1.3. Refusal to Register, Deregistration, Exclusion & Suspension


1.3.1. We may refuse to register you as a Player or elect to deregister and exclude you or suspend you as a Player from the Casino at any time if we deem that your participation at the Casino is, shall be or has been previously, in anyway fraudulent, illegal or that your participation is or has been abusive or irregular in any way.

1.3.2. You acknowledge hereby that the Casino is not obliged to give you prior notice of its decision to refuse, deregister or exclude or suspend you, nor to furnish you with any reasons for such decision.



I have confirmed with the Player Security Department and at this time your account will remain locked indefinitely.


Kind regards
Francois
Floor Manager

[Seaman63]

Hi Wim,

thank you for your reply. Just two comments from me:

Those who returned their documents had their accounts unlocked. Those who did not remained locked.

My documents were only requested when I decided to go public and post it at the forums, before this there was only the "final closure" mail I posted above in this thread.

and we would have informed you of this as well.

Sorry, but I doubt that. There took not any communication place until I decided to go public.

Julian, as far as any funds are involved, I would recommend you to do a PAB.

[juleser]

I'm waiting for a reply from Wim but I will definitely do this if there is no positive outcome. I would be more than happy for them to close my account if there was no money in it btu to confiscate my funds! It's outrageous.