Fortune Lounge --a bunch of THIEVES

[fortunelounge]

seanjohn: I did receive your mail that was sent around the same time you started this thread but as I do not work over weekends, I only read it this morning.

I am busy investigating your account. If you were indeed given the incorrect information, we will honor the information you received.

I will report back as soon as I have all the details.

VP Operations
Fortune Lounge

[seanjohn]

I just got an email from FL stating they would honor the WR which I was told at the very beginning. Guess I overreacted a bit, but I maintain that it is not the case that I didn't have any grounds. First of all I was tipped off by their NETeller bonus. I once had my bonuses forfeited at 2 other FLs because of it, I hated it and this time when I sent in an email requesting the removal of the $5 I was told it would be done in 3 hours...it actually took them 1 day with me sending 2 more emails begging them.
Then came the WR problem. I sent in 2 emails prior to wagering making sure the rules and I thought the answer could be taken as certain. After I discovered I was told something wrong I sent in no less than 3 emails to their support asking what happened and all the answers I got were different, not to mention they just simply ignored my last query about wager requirement being carried over. (I took $28 free before but lost all, i.e. I had a zero balance).

It is after all these aggravations, with my past experience regarding to their bonuses AND then my observations over WOL that problems only get resolved when its made public, I took the liberty to start up a thread like this in order to get the proper attention of the management. I regret I had to do this but I believe I gave them enough chances and I was left with no choices but to 'erupt'. I am sure some of you in here understand what I mean.

I have been playing at other FLs for quite awhile, games are pretty tight but they are ok in payments and bonuses. Just that if you get in trouble their intelligent support, with the help of the bonus-forfeiture rule, will ruin you. Anyway all in all I thank FL management for solving the problem.

[fortunelounge]

seanjohn: Now that we have resolved your issue, I have some comments.

You state that we were reluctant to remove your Neteller bonus. The fact is that we have never been reluctant to remove any bonuses and your request for the removal was received after our e-cash staff had already left for the evening. The bonus was removed the next morning they returned to the office.

You aplogize for posting in this forum (which I certainly do not object to) as you could not get a reply from us. You knew, from our previous issue on WOL, that you should escalate the issue to me, yet you mailed me on a Saturday, almost the same time you posted this on the forum. You clearly did not give me the opportunity to resolve this issue. I do not work on weekends and therefore could not give it "proper attention of the management".

Your previous issue on WOL (where you called us "scums") was also about the forfeiture of bonuses and the fact that you did not read our Terms and Conditions. You will probably recall my closing paragraph in my mail to you on 21 July which read: "I notice that you state that you are new to on-line gambling and I urge you to familiarize yourself with the bonuses and wagering requirements offered by virtually every on-line casino before accepting or playing with bonuses."
I, again, urge you to do so.

In this particular case, I honored the information initially supplied to you, even though the correct information was given to you in subsequent mails.

I can only quote what you, yourself, said about Caruso on WOL "Isn't he the member who always had problems with almost anyone and believed he's always right? I come across a lot of his stuff in casinomeister's forum, same old style."

Again, please, avail yourself of the Terms and Conditions of every Casino you play on as they are generally clear and easy to understand.

VP Operations
Fortune Lounge

[m249a]

It takes alot of skill and practice to call someone an asshole, without ever saying it. Well thought out post FL, and given with a level of class few in this industry could rival.

[Stanford]

You knew, from our previous issue on WOL, that you should escalate the issue to me, yet you mailed me on a Saturday, almost the same time you posted this on the forum. You clearly did not give me the opportunity to resolve this issue. I do not work on weekends and therefore could not give it "proper attention of the management".

Thanks for resolving the issues for players. Just a suggestion though. A VP of Operations is a pretty senior position and I love that players have access to you. But I get the feeling that it is difficult to beyond the CS Rep for those that just call the help line. Is there an escalation procedure such that a patron who is unhappy with an answer can talk to a supervisor who is allowed some lattitude in problem resolution. And then players can be directed to you by the superviosor if the player is still not satisfied. Not all players are going to find you in the forums.

Stanford

[jerseyguy11]

It takes alot of skill and practice to call someone an asshole, without ever saying it. Well thought out post FL, and given with a level of class few in this industry could rival.

tee hee hee haha lala bohhooo hahaa jbubuahaha.

[jerseyguy11]

Thanks for resolving the issues for players. Just a suggestion though. A VP of Operations is a pretty senior position and I love that players have access to you. But I get the feeling that it is difficult to beyond the CS Rep for those that just call the help line. Is there an escalation procedure such that a patron who is unhappy with an answer can talk to a supervisor who is allowed some lattitude in problem resolution. And then players can be directed to you by the superviosor if the player is still not satisfied. Not all players are going to find you in the forums.

Stanford

well, FL's customer service is very polite and helpful, but i suppose for the more complex issues (such as WR disputes) i could see how they may not adress each problem perfectly. Who can blame them really, I read all of sean jeans posts and im still scratching my head a little.

its my understanding that you can escalate your problem to a "pit boss" which i suppose is their manager. While VPops is excellent and always prompt in resolving issues, people might want to try the "pit boss" when then call up with a problem they feel Customer service isnt handling properly. I did that once regarding switching a cashout option and the pitboss resolved it for me.

[seanjohn]

FL
First of all, my later emails sent to you regarding previous matters were never replied. I didn't want to bring them up but if you insist, here were my points to which you never responded:
1, I wasn't and couldn't not be assumed to be aware of the measy tiny NETeller bonus being credited and I am not being notified by email or casino messages.
2, When you decided to remove a bonus, why not remove the NETeller bonus alone? But instead you would remove everything including the signup even if I did complete the WR for the signup.

You answer provided earlier was, 'a bonus could not be removed once the player starts wagering'. Not a pursuasive rebuttal to my above arguments, don't you think?

My point is A player only gets a sign up bonus once and you have all his lifetime to take his money Your removal of my bonuses really disgusted me...I really didn't know I was given NETeller bonuses. Actually if you look into all my accounts with you guys, you will find out given all that, I am still a regular player at your place. Well I am not a highroller but does that make me an asshole?

Ok back to the present problem. I sent in no-less than 5 emails regarding the WR...yet from time to time I get these 'affirmed' answers which were all different. I am even in fear that if I wager more on slots, you guys will still void my winnings on grounds that I played on a restricted game or something. After receiving nothing from you previously, I thought this time 5-6 emails with no resolution was the best I could get from emailing, so I came here. Why do I care if it was a Saturday for you or what? Are you guys close and not accepting deposits over weekends? And if every single problem has to go to you in order to be solved, why the hell do you need you support team?


As I said, I apologize for calling you names. But my claims (in bold) are all legit.
You and your apologists should think about it.

[jpm]

I think you need to be reasonable and assume that any casino management is not working over the weekends and on holidays, as with most of us with other than entry-level private sector jobs. I simply refuse to read my work related email over the weekends, that is my time. Think of them as a bank. Only the people lowest on the totem poles are working weekends and graveyard shifts, but you can still make deposits & withdrawls via the atm.

That complaint is simply not legit.

[trick]

Stanford: Think you were looking for this?

From FortuneLounge.com:

Customer service and Support
[...] Unresolved issues can always be escalated to the Fortune Lounge Operations department for resolution. If your issue with one of our casinos is not being resolved, please contact the VP of Operations: VPOps@fortunelounge.com.

JPM: I can understand seanjohn since players are so used to the "we are here for you 24/7" kliche.... It's hard to have patience when you've experienced (or read lots of posts about) casinos stalling at every possible opportunity. That said I can agree that Fortune Lounge seems to have no ill intentions in this matter.