Fortune Lounge closed all of my accounts without any reason

[Seaman63]

I have been a loyal regular depositing player at several Fortune Lounge Casinos since 2004. Mainly I played at 7Sultans and Vegas Palms.

Last week, they closed and locked every of my casino accounts without notifying me.
Also, my Europalace Casino account has been closed and locked. I did not even know they are connected with Fortune Lounge.

I contacted the customer service immediately and they are not willing to provide any details about the closure to me. They just told me that certain discrepancies have been located on my account.

I have no idea what is going on there, I have no multiple accounts, charge backs, bonus issues or anything else fraudulent there. I am just a player who deposited and played at their casinos for six long years. One thought – I have been ahead at fortune lounge casinos most of the time, suddenly since 2010 my luck changed and I was not able to win or cash out anymore. I guess they just waited until I have deposited enough back and than kicked my butt.

So I ask you: Is that the kind of treatment you expect from a so called legit and honest online casino after many years of loyal play???

Please be warned, that no matter how honest you play, they are able close your account without any reason. Maybe it is no good idea, to let any funds remaining in your accounts after a session, you never know if you will be able to access to your funds next morning.

[doomed4ever]

I have been a loyal regular depositing player at several Fortune Lounge Casinos since 2004. Mainly I played at 7Sultans and Vegas Palms.

Last week, they closed and locked every of my casino accounts without notifying me.
Also, my Europalace Casino account has been closed and locked. I did not even know they are connected with Fortune Lounge.

I contacted the customer service immediately and they are not willing to provide any details about the closure to me. They just told me that certain discrepancies have been located on my account.

I have no idea what is going on there, I have no multiple accounts, charge backs, bonus issues or anything else fraudulent there. I am just a player who deposited and played at their casinos for six long years. One thought – I have been ahead at fortune lounge casinos most of the time, suddenly since 2010 my luck changed and I was not able to win or cash out anymore. I guess they just waited until I have deposited enough back and than kicked my butt.

So I ask you: Is that the kind of treatment you expect from a so called legit and honest online casino after many years of loyal play???

Please be warned, that no matter how honest you play, they are able close your account without any reason. Maybe it is no good idea, to let any funds remaining in your accounts after a session, you never know if you will be able to access to your funds next morning.

No casino needs to give a reason to close an account if the players balence is at 0.00 and no wthdraws are pending. I presume casinos can close any accounts at anytime. What is worrying about FL is since a recent change in policys mainly they do not now process withdraws from Friday afternoon through until Monday and they No longer flush, I have seen an upsurge in offered promotions. Some weeks I have been offered 150 to 200% on all deposits etc - today got a cd with 120% up to xxx amount.

When I see more aggressive tactics like this that seem out of the norm for any group I start to wonder why ?: When I was a player at FL deposting 1000s monthly the most I could hope for was 20 to 25% up to so many 100. .Useless. I recall one time the VIP rep offering me 75 free credits if I explained why I did not play there anymore. I did this, was offered a larger than normal bonus but the 75 never appeared. I was not and am not desperate so did not deposit.

Even had a nice lunch with 2 of there VIP reps all paid for - very cordial fun and free - ) . But for me they blew it. Maybe the you should try another MG casino ? plenty to choose from and hell being from the EU choice is all ours. Hope you get it sorted though

[takethemoney]

It sounds like they decided they no longer wanted your business and you were shown the door. Casinos do this for various reasons, but if they did not like your play patterns or decided you were going to be a negative value player they would ban. It sucks, but that is a right they reserve.

[Mousey]

Simply getting locked out may not be that much of a problem, but what might be bad for the player though, is... if FL found 'discrepancies' Seaman may have problems depositing and playing and getting paid from other MG casinos. Payment processors scream like little girls and run from players with any 'discrepancies'.

Seaman, have you contacted the FL rep on this forum?

[Seaman63]

if FL found 'discrepancies' Seaman may have problems depositing and playing and getting paid from other MG casinos

This is exactly what I´m afraid off. It can cause much trouble for me and I still see no reason to loose my good reputation.

[maxd]

Seaman, have you contacted the FL rep on this forum?

Good question, and highly recommended.

The FL rep is here: fortunelounge.
Send them a Private Message, here: Send a private message to fortunelounge.

[Seaman63]

Good question, and highly recommended.

The FL rep is here: fortunelounge.
Send them a Private Message, here: Send a private message to fortunelounge.

Done. Thanks, I totally forgot that option...

[Seaman63]

Still no word from them, neither from CS or from the rep here.

However, they re-opened all of my accounts without any notification.

I wish someone would take the time and explain the whole mess to me.

[fortunelounge]

Hi Seaman

I am busy investigating your issue and will respond as soon as I have all the facts.

Regards

Wim
VP Operations
Fortune Lounge

[fortunelounge]

Hi Seaman

All player accounts are continuosly monitored through various processes in order to detect and prevent fraud. This is not only to protect the casino but also to safeguard players and to prevent internet fraud.

It is not in the casino's interest to lock accounts unless absolutely necessary and therefore accounts are properly checked and investigated before the decision to lock an account is made. As we always try to give the player the benefit of doubt, verification documents are requested which are scrutinised and investigated. If we are satisfied, the account is unlocked and the player can continue gaming.

Support staff are not allowed to disclose the exact reasons for accounts having being locked as we need to protect out fraud identification processes. I am also not going to divulge the reasons for locking your account here.

In your particular case, certain definitely concerning issues and links were picked up which prompted us to lock your accounts. 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. You responded to our request mail and you returned the requested documents. After we were satisfied that everything was in order we unlocked your account. Unfortunately, due to an administrative error not all of your accounts were unlocked at the same time for which we sincerely apologise. All of your accounts have subsequently (2 days later) been re-opened.

Again, it is not in our interest to just lock accounts for no good reason. If you are an honest player, your accounts will not be locked under any circumstances -even if you are up on the casino. Even your own accounts weren't locked at the time you were up on us (as you said).

I, again, apologise for us not unlocking all of your accounts at the same time. It was a mistake which should not have happened.

Regards

Wim
VP Operations
Fortune Lounge