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Thread: fortune lounge problems

  1. #1
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    I deposited and played the sign up bonuses at the Fortune Lounge casinos; 7 Sultans, Vegas Palms, Royal Vegas and Vegas Towers about 2 and a half months ago. I cashed out at all the casinos after playing
    BJ
    and meeting all their wagering requirements. I recieved 4 cheques, deposited them, and 3 weeks later was told by my bank that stop payments were placed on them. I phoned
    FL
    and asked why, and they said because they required various documentation which I gladly sent to them immediately in full. They told me that once this was recieved they would credit my neteller account with all the money withdrawn. A week passed and I recieved no response from them so I called to see what was happening. After recieving the runaround for about an hour they said they would contact me later. No one contacted me. I then saw a thread on this website stating other people having the same problems with a
    FL
    rep saying that any problems should be emailed to him:
    "The message above was from the Vice President of Casino Operations for the entire Forutne Lounge group.
    If you check his profile above, it lists his email address as wimo@fortunelounge.com
    I would suggest contacting him directly to try to clear this up immeidately."

    I tried this email address many times also recieving no response as to where my money was or why my accounts were locked. After a series of more phone calls and more runarounds I recieved this email:

    "Hi John,


    Thank you so much for your email, it is my pleasure to assist you.

    I unfortunately cannot provide you with any feedback regarding your cash-in
    as our player security department has locked the accounts without the
    possibility of them being re-opened. I wish you to please call us in future
    if you have any further questions, comments or suggestions regarding this as
    we will gladly provide you with any information you need.

    Thanking you again."

    I have yet to even recieve my original deposits and they will not even give me a reason why. I did nothing wrong, complied with all there terms and conditions, and they have stole my deposits, as well as my substantial winnings. Its bad enough they stop payment on my cheques, but now they have even stole my deposits. All my phone calls are in vain, as I can never get a straight answer. Im pleading for some help, someone who can work as a mediator so I can get some answers, and my money back that they have taken from me. If anyone can help please reply, I would very much appreciate it.
    thanks

  2. #2
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    Hey John,

    Sorry you're getting some hassles. I contacted their manangement and your case is receiving personal attention; you should have a definite answer within the next 24 hours. The casino uses an outsourced back-office company and they are awaiting their response.

    In the meantime, I've been informed that your account has been re-opened.

  3. #3
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    Thanks for your help, I appreciate it very much. I was just wondering what your stance is on the
    FL
    stopping payments on my cheques. Do you beleive as many others do that a casino should do all its inquiries into a cash in before payment is processed and a check is sent, and once it is sent that the casino should not be able to reneg on payment as this would be the equivalent of a chargeback for a player. It really disturbed me that such a reputable casino group would take such action.

  4. #4
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    This line cracks me up "I wish you to please call us in future if you have any further questions, comments or suggestions regarding this as
    we will gladly provide you with any information you need." Obviously the question you have is why are you locked out!

    Give a call to proccyber as well to see if they know why you're locked out. It could be back at that level. Here's their numbers based on where you're calling from:

    USA 1-888-326-2602
    Canada 1-888-515-8518
    UK 0-800-328-7748
    Australia 1-800-146-569

  5. #5
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    Obviously, something serious occured. There are people checking on this and I'm sure there will be an answer sometime tomorrow.

  6. #6
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    This just in from Fortune Lounge:

    Hi Bryan

    We have finally resolved this issue and I sincerely apologise for the delay.

    The verification documentation was reviewed by management and the decision
    was made to accept the documentation that were received.

    The checks have been re-issued and I have informed the player of the current
    status quo and offered our profuse apology for the inconvenience he
    suffered.

    He will also receive some complimentary credits on his account of choice.

    Although we should not have locked the account and cancelled the checks, the
    particular person dealing with this issue was following procedures. This has
    now prompted us to look at our procedures again in order to avoid
    aggravation to players and the embarrassment of our valued players and
    ourselves.

    We realise that we have need to improve our service to players and I invite
    any player who feels that they have not received the service or treatment
    they deserve to contact me directly at the following e-mail address:
    vpops@casinodesk.com. I will ensure that the issue receives top priority.
    Please include a subject header that reads "Attention:
    VP
    Operations" which
    will push it to the top of the other e-mails we receive.

    Regards

    Wim
    VP
    Operations
    Fortune Lounge Group

  7. #7
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    Fortune Lounge's security dept is a hostile beast who's polite words are just patronising.

    Glad to see J,Nova happy.

    ADMIN..make a wish.

  8. #8
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    Bryan, I am forever in your debt. Thank you so much for all the help. I am amazed at the speed in which you were able to resolve this matter. The cheques are on the way (hopefully with no stop payments on them..haha..jk)Ill keep ya posted on that. Let me once again say how much I appreciate your help, but it is unfortunate I had to take such lengths to get the matter resolved, if their customer service would have been straight forward with me from the beginning I could have averted this entire situation. Either way once the cheques are deposited and cleared I will consider the case closed, and a wonderful job done by the casino meister. If theres anything I can ever do for you just say the word.
    thank you
    John nova

  9. #9
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    You're welcome,

    Most of my generous fans like to visit this place
    http://www.amazon.co.uk/exec/obidos/...782457-0685409

  10. #10
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    Hey Bryan, I know you and this group are close. I think they are having issues though. I had Firepay or my bank or someone screw up, between one $100 mistake (my bank stopped allowing Firepay access to my account cause i went a bit nuts) Paradise said i bounced it to them and Firepay and I got square and it got straightened out eventually. Firepay didnt respond for a while, this was in August. Then in January someone going by mervin g from Fortune Lounge sent me an email claiming I owed them $120. My Firepay account is open but i dont use, can log right in OK but wont deposit there after that mess with any bank account. I tell them whatever, its $120 just tell me where to wire it. It goes back and forth cause they want my bank info, ACH something to pull it out. I offer western union or mail a money order. Then "Ewald" contacts me last month saying again I owe $120, cause its so little money and not worth hassling over I again try to offer to pay it cause i think after the firepay disaster I may owe it although it smells of scam, I wanted Firepay to tell em i owed it. I try to contact Firepay who didnt respond until Monday a month after I contact. They say I only had the one $100 mistake and my account is still open and a balance of zero, not negative, they know nothing about this. These Firepay people are something else, terrible service. Anyway suddenly Fortune Lounge says I owe $290 instead of $120 giving me a list of 6 transactions that bounced which is impossible so I tell this guy to go to hell. He even called my house at 7:15am last week. Whats going on? are they unorganized? Going broke? scam artists? They never offered me any proof I owed them anything, smelled of scam from the start. Then when I acted like I might send something the amount went up. Just a vent, have them blocked from my email and their country code cant call my house so im not worried about more harrassment, but was curious after hearing this story what they are up to. Sorry for the long post but wanted to explain.

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