the casino name is royal vegas
To start off my testimony this is the MGA CODE OF CONDUCT IN WHICH WAS VIOLATED IN THE
REGARDS TO MAKING ME BELIEVE THAT A PROGRESSIVE IS MADE AT 5000 PER WEEK PAYMENTS FORCE
REVERSAL ON MONEY AND DENIAL OF REQUESTS FOR WITHDRAWAL AND NON-PAYMENT OF LEGITIMATE WIN.
CODE OF ETHICS AND PROFESSIONAL CONDUCT
8.
HONESTY
Honesty is our duty to understand the truth and act in a truthful manner both in
our communications and in our conduct.
As honest professionals we shall:
8.1
earnestly seek to understand the truth.
8.2
provide accurate information in a timely manner.
8.3
make commitments and promises, implied or explicit, in good faith.
8.4
strive to create an environment in which others feel safe to tell the truth.
8.5
not engage in or condone behavior that is designed to deceive others, including but not
limited to, making misleading or false
statements, stating half-truths, providing information out of context or withholding
information that, if known, would render our
statements as misleading or incomplete.
8.6
not engage in dishonest behavior with the intention of personal gain or at the expense of
another
This is the terms and conditions of royal vegas violated as this was a progressive win and
shpuld have been payed in full on the first payment recieved as it was only 5000 dollars
which nowhere in my account even show a 5000 processed. Everything that the casino did
should have reflected in my account as all payments were processed arount the 10th of oct
totaling 35300 dollars in which i recieve only 5000 as the processed amounts were 15 050,
7060, 13850.
If your requested withdrawal amount (singular or cumulative lifetime withdrawals) is five
times or more than your lifetime deposits across all Fortune Lounge casinos, the withdrawal
amount will be released in lots of up to 5,000 credits per week. The remaining amount will
remain in your account until you are eligible for a further withdrawal. Any deposits made
after the date of withdrawal will not be included in this calculation. This clause will be
applied at the discretion of the casino management. Wins from progressive games are exempt
from this clause.
As you will see my documents were approved on the 10/9/2015 i requested another 5000
withdrawal a week after i recieved the first 5000 on wich i had recieved on the 13th they
told me two payment had been made because i requested another 5000 withdrawal and the
casino would not let me withdraw this was befor i realise i was suppose to be payed out in
one lump sum. refer to responce 1
The casiso was forcing my money into my account on a progressive not letting me withdraw
also even after a week another 5000 would not let me withdraw saying they sent a second
payment. which later i found out was not a payment. it was not until the 23 of oct that i
finally was notified even though i sent many emails and contacted customer support many
times over this none payment issue. I was not allowed to withdraw another 5000 a week
after my last payment because the casino said that they had sent a second payment. refer
to responce 2 as all moneys respectrivly should have been sent the same time not in 5000
per week amounts i feel violated and taken advantage of.
Also in refrence to the virtual funds if i cannot trust what my own casino account says how
would i know how much money i have? as there were three withdrawls processed totaling over
35000 i did not request any of this money to be reversed and and nothing reflected to my
account when i requested just the wins i had withdrawn the day befor to be reversed which
was only a few hundred and if it effected any other money i did not want it. the withdrawl
of that winning never did reflect into my account. As i am aware once winnings have been
processed it cannot be reversed and should reflected into my bank account. and i only saw
5000 and this money was not even a processed amount of my withdrawal. How much real cash i
have in the casino and my withdrawals need to match or i would have no idea what real
amount of money i have truely avalible.
I am also aware that processed amounts are not placed back into a casino account if they
fail but are resent another way of delivery as the amounts were already processed.
and in regards to the 5000 i never seen it processed in my account like i said there were 3
withdrawals each of the withdrawals were 15 050, 7060, 13850. all there were processed at
the time of the first payment was made as I realise all this cash should be refecting into
my bank account the same time i recieved the 5000 but did not. The casino was is trying to
take all my winnings minus the 5000.
------------------------------responce 1
Casinodesk Support
Add to contacts
10/10/2015
To:
kevinhopf@hotmail.com
support@casinodesk.com
Hi Kevin
Thank you for contacting the Support Desk.
You are receiving this email with regards to your Withdrawal query.
I can confirm your documents have been received and approved.
The payment for 5000.00 CAD was processed and released on 10/9/2015.
The standard turn-around times for your preferred method of payment, which is Swift, is 5-7
working days.
Please contact us again, should you have any further queries.
Kind regards
Nelisa
Casino Support
We promote responsible gaming.
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---------------------------responce 2
Floor Manager
23/10/2015
To: Kevin Hopf
Hi Kevin
AJ here, I am the manager on duty.
Kevin, I see you have sent us several e-mails regarding this issue but I will reply to the
queries contained in all the e-mails on just this one response.
Firstly I would like to confirm that the information you received from William is correct
and only 1 successful payment of 5k was made to you on the 12th of October. I just want to
confirm that the 5k payment made on the 9th and the 5k payment made on the 12th are the
same payment and NOT a total of 10k. The total you would have received is 5k.
The reason for this is that we made the 5k Payment on the 9th. This payment failed so you
would not have successfully received it although you would see that it was processed. The
very same payment of 5k was then reprocessed on the 12th of October. As William has stated
this payment is reflecting as successful and should you not have received it then we will
require that you submit to us a bank statement for your bank account with the account
number ending 503 dated from the 12th of October to date so that we can further investigate
why you have not received the payment that we made to you via that bank account.
You state in your mail that funds that are processed cannot be reversed which I understand
but I would like to point out that a processed payment can fail for various reasons and in
this case the funds that we had processed to you on the 9th failed and this is why you
would only have received the payment made on the 12th.
The remaining funds in your account were not virtual as you have stated but were the actual
funds that you had requested as a withdrawal that were placed back into your account.
Therefore using the funds to place bets again in your account meant that you were spending
those funds and not virtual funds.
Unfortunately if the funds have been played out on the account there is then no further
action we can take as the funds have been depleted on the account.
I thank you for your understanding with regards to this matter.
Regards