Fortune Lounge closed all of my accounts without any reason

[vinylweatherman]

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

We need to go back further. Seaman63 must have done SOMETHING in all innocence that ended up arousing your suspicions. What HONEST players want to know is HOW they should be conducting their affairs so as NOT to make these "honest mistakes" in the first place.

When HONEST players keep getting snared again and again by this "inexact science", it begins to put them off playing online. What players need is an option for ENHANCED verification, which may be a lengthy and thorough process, but will allow the casino to give them a copper-bottomed assurance that THEY will never have monies confiscated on that account, and that if the account has to be closed, they WILL be paid back any balances without question.

I am a case in point. I live alone, am on the electoral roll & have entries with credit agencies. I have the relevant photo ID, and only use Neteller and a couple of cards at online casinos. Despite this, I HAVE been "under investigation" THREE TIMES, so WTF am I doing that is triggering the damn sensors
I have been paid in all cases, and two seem to have been of the kind you had with the OP, but the third time I was NEVER asked for documents, they said nothing, and only expedited matters when I notified them that when the 14 days was up, I would be asking eCogra to assist. They paid, yet I believe they STILL think I was a "high risk", since they dropped me from their VIP club, and now I don't seem to exist. Clearly, I did something that triggered the suspicion, but I have NOT been vindicated by a more thorough investigation, I AM suffering a negative hit to my reputation at this group, all because this "inexact science" got it wrong.



As is often the case in a thread like this, juleser registers this month & jumps in with a complaint about confiscated winnings. Support say this is down to a breach of the terms and conditions, but I am getting the impression that you have not just refused to allow him/her an account, you have let him/her play for a while, and then confiscated EVERYTHING, not just the WINNINGS. There is nothing in law that permits this action, the terms only provide for the voiding of all bets on the account, which is how winnings are confiscated.

[fortunelounge]

Hi Julesr

I have reviewed your account and it was locked due to a number of critical mismatches.

We then contacted the number you registered and the phone was answered by a lady who told us that she has no knowledge of you. This was then yet another mismatch.

We refunded all your purchases to the credit cards you used.

Regrettably under these circumstances we cannot re-open your account,

Regards

Wim
VP Operations
Fortune Lounge.

[juleser]

I don't think you did re-fund everything. I still see the 3 payments totalling £680. Are these being refunded?

If you wish to contact me by telephone kindly contact me by email first so that my wife doesn't need to deal with you.

[juleser]

what other mismatches are there?

[Nifty29]

We then contacted the number you registered and the phone was answered by a lady who told us that she has no knowledge of you. This was then yet another mismatch.

LOL - you got OWNED!!

I don't think you did re-fund everything. I still see the 3 payments totalling £680. Are these being refunded?

So I can see you have abandoned your argument of innocence.... ...just give me my money back and........

what other mismatches are there?

...tell me what I did wrong so I can scam better at the next casino.

If you wish to contact me by telephone kindly contact me by email first so that my wife doesn't need to deal with you.

Ummm..... is there a reason why your wife doesnt know your name???? You have to be kidding me.

People like you make me want to vomit. People like you are the reason we honest players have to more or less give DNA samples to get a withdrawal nowadays. People like you are the reason we have to wager bonuses 30x instead of 10x. People like you are the reason that people like Seaman have to go through the mincer on the sniff of something awry. Go take a long walk off a short pier.

@Seaman - it sucks what happened but I guess if casinos dont make it strict enough then clever cheats will sneak through, and unfortunately it sometimes catches honest players in the process. As a player, I understand where FL is coming from, and as Wim stated the main issue is that the notification email wasnt sent, which would have prevented much of this situation from unfolding. I have always found FL and Wim to be 100% stand-up operators and I feel confident in saying they would not have locked your accounts without some good reason (at the time). It is likely that if this had happened at many other casinos you may not have had the problem rectified so its probably just as well it was FL.

[juleser]

other than mis typing my telephone number what am i meant to have done wrong?

i've taken no bonus from this casino so what is my crime?

[vinylweatherman]

other than mis typing my telephone number what am i meant to have done wrong?

i've taken no bonus from this casino so what is my crime?

It looks like FL are saying you didn't give honest details when you filled in the registration form. The phone number was NOT the only problem, there were others.

You should always double check the fields before you press "next", or complete registration. These details are all used for verification, and they MUST be correct, and match with independent checks that are made.

[silcnlayc]

vinylweatherman: You should always double check the fields before you press "next", or complete registration. These details are all used for verification, and they MUST be correct, and match with independent checks that are made.

You are so right on this. I have been unfortunate enough to have messed up my signup twice many , many years ago when the had numbers for birthdates instead of the way it is now, with the month spelled out. We, in the USA go mo/d/yr whereas the signups I found out do d/mo/yr...so when all you had to choose from was numbers I transposed the first two twice in my signups.

So, some of us have done it by accident...I , too went through hoops to prove my mistake was unintentional...thank goodness the numbers corresponded with my birthdate even if it was in the wrong order...

.

[vinylweatherman]

You are so right on this. I have been unfortunate enough to have messed up my signup twice many , many years ago when the had numbers for birthdates instead of the way it is now, with the month spelled out. We, in the USA go mo/d/yr whereas the signups I found out do d/mo/yr...so when all you had to choose from was numbers I transposed the first two twice in my signups.

So, some of us have done it by accident...I , too went through hoops to prove my mistake was unintentional...thank goodness the numbers corresponded with my birthdate even if it was in the wrong order...

.

I found that there is no consistency from one sign-up to another. Some used the US format, others the European.

My birthdate is 25, so i was never able to make the mistake (25 being unavailable to select as "month" by mistake), however I TRIED so often to select "25" in the first field, and THEN found out it was a mm/dd/yyyy setup.

Casinos should KNOW that this is a common type of mistake, and there should NOT be "hoops" involved in fixing it.

There are other fields where it is possible to make mistakes, often due to the design or layout.

I got confused by Unibet, where the "city" field was way too short to accomodate more than 5 letters, was "greyed out", and right next to a clear coloured field that was much longer. I assumed this short field had been blocked based on my country, and that I was expected to put BOTH city and postcode in the larger field. Only the fact that they have decent field validation ensured I figured out this was wrong (it gave me a cross, instead of a tick, when I moved on to the next field).