A potential withdrawal problem due to impending UK lockout - advice required

mcgameboy

NEVER GO FULL WOKETARD
CAG
mm2
Joined
Sep 8, 2013
Location
Belfast
Hello everybody,

I require some advice on something. Allow me to give some background first.

August 15th: I deposit £150 at Euro Palace (one of the Fortune Lounge quintet of casinos) and as it is a first deposit, I take the 100% match bonus and I have a starting bankroll of £300. WR of £6,000. I made my mind up to play only 243 ways slots and at 30p a spin....the whole way.

August 21st: WR met in full. Balance at £400.11. And I am f**king exhausted/slotted out/whatever.

August 22nd: I decide to withdraw. After putting that many hours of slotting in just to meet the WR, there is no way I am blowing this balance.

August 23rd: Receive e-mail from Euro Palace, informing me that they have received my withdrawal request and that they MAY (not DO) require documents to process the withdrawal.

August 25th: Login to Euro Palace, go to banking page. My withdrawal no longer appears under the reverse withdrawal tab. At this point, I am assuming my withdrawal is "in the queue" for processing. I was to find out later that I was wrong to make this assumption.

August 26th: Balance still shows as £0.00. Withdrawal still no longer appearing under the reverse withdrawal tab. Checked transaction history, no mention of the "status" of my withdrawal (ie work in progress, reversible, processed)...just a blank space. Like I had never requested a withdrawal in the first place. At this point, I am now getting worried and hear alarm bells ringing. So I go onto live chat and talk to Gabrielle (no, not the singer who wears an eye patch lol).

After the conversation ends, things are clearer. I DO have to provide verification documents. And now I am thinking that I have not fully read and understood the terms and conditions (if that is the case, then I have to admit that it is 100% my mistake and frankly, it is inexcusable).

Anyway here are the problems....

1. I do not have a driving licence (full OR provisional)

2. I do not have an up to date passport. I do still have the out of date passport, but it was made very clear to me by Gabrielle that it would not be accepted. Even if it was up to date, it is an Irish passport (being a Northern Ireland resident, I am eligible for both British and Irish passports). And that may have led to a "country of residence issue" (I am a UK customer, not an Irish customer), if I had supplied Euro Palace with a photo of this passport.

3. Fortune Lounge are intending to withdraw from the UK market. As far as I am aware, there has been no official announcement, let alone a "lockout date" for UK players. But as far as I am concerned, I am now in a race against the clock to get a British Passport (which I think would be the quickest/best option?). The problem is, I do not know when the clock stops, given the lack of transparency on Fortune Lounge's part regarding their future plans for their UK player base.

The questions I would like answers/opinions for are.....

1. If I don't get the documents forwarded to Euro Palace before I get locked out, what happens to my £400.11?

2. Is Citizen Card an option? And if so, is it 1. trustworthy and 2. a quicker/better option than the British Passport in terms of helping me get this matter sorted out sooner?

3. Do I deserve a clip around the ear (or some harsh verbal criticism) for making a rookie mistake?

Apologies for the length of the post once again (yes I know I do go on a bit, maybe I am vinyl's "forum bro"?!?!? :eek:)

All advice/criticism/opinions welcome. Thank you :)
 

xxshepxx

Senior Member
PABnononaccred
MM
Joined
Jan 1, 2012
Location
United Kingdom
Rookie mistake tbh.

You need to be able to prove who you are before depositing online. that said, they can verify you without you submitting documents,

The same way most other casinos do.
 

mcgameboy

NEVER GO FULL WOKETARD
CAG
mm2
Joined
Sep 8, 2013
Location
Belfast
Rookie mistake tbh.

You need to be able to prove who you are before depositing online. that said, they can verify you without you submitting documents,

The same way most other casinos do.

I would agree they can, but whether they will is another matter.

Out of interest, which methods can they use to verify me without submitting documents? Are we talking about postal (like bet365 did with me) or phone verification?
 

chayton

aka LooHoo
webmeister
PABnonaccred
CAG
Joined
Jun 5, 2006
Location
Edmonton Canada
Do you have any form of photo ID? If I were you I'd contact Wim and see if he can give you any options - I'd think they'd work with you on this as time will be limited.
 

mcgameboy

NEVER GO FULL WOKETARD
CAG
mm2
Joined
Sep 8, 2013
Location
Belfast
Do you have any form of photo ID? If I were you I'd contact Wim and see if he can give you any options - I'd think they'd work with you on this as time will be limited.

Only the out of date Irish Passport. Which I was told would not be accepted by Gabrielle in live chat.

I'll get in touch with Wim as you suggested. Thanks for the advice.:)
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
There is nothing in the UK regulations to prevent a casino paying out after the cut off date (which is Sept 30th). It's the accepting of wagers that will be prohibited for casinos that haven't applied for a UK licence.

Since there has yet to be any official announcement of a withdrawal, we are all working on the rumours, which under normal circumstances we are urged to ignore. However, it seems all the rumours have been right on the money, and the rumour for Fortune Lounge pulling out was "some time in August". I have heard nothing about this as a player yet, and my last email from Royal Vegas (Friday) was for the weekend bonus, and another advertising a promotion for September. I am heeding the rumours as this is a repeat performance of the fiasco that has accompanied ALL the major market withdrawals so far, starting with the US in 2006.

In the past, players DID get paid what was owing, even when the processes went past the cut off date.

In this case, once they are satisfied with who you are, they will send out the payment. A passport can take up to 6 weeks to arrive, so the citizen card might be worth a try.

As a company, they will not want "loose ends" in the accounts, so will be keen not to have outstanding transactions with UK players hanging around on the books for any longer than is necessary.
 

mcgameboy

NEVER GO FULL WOKETARD
CAG
mm2
Joined
Sep 8, 2013
Location
Belfast
Well that gives me some cause for optimism vinyl. :)

I've PM'ed Wim and I'm awaiting a response. So fingers crossed I can get something worked out.
 

chayton

aka LooHoo
webmeister
PABnonaccred
CAG
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Location
Edmonton Canada
Unfortunately you probably won't hear back til Monday, I don't think Wim is usually around on weekends. I could be wrong though. Fingers crossed!
 

chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
This is a common problem with FL casinos. In my case, they didn't even had the decency to ask for documents and after several days after the balance disappeared from the pending withdrawal section they reversed it back to my account as a playable balance. Now one would assume that since they link up all your FL accounts you might not have to send docs over and over again. Apparently not so. Meanwhile, there is a glitch in their bonus system which they never rectified. If you play with a bonus but bust before completing the WRs they set a miniscule $2 bonus wr on your next deposit even if you had already zeroed out. No other MG casino does this but FL does for some reason. Or maybe its jus Royal Vegas as I deleted the rest from my computer.
 

mcgameboy

NEVER GO FULL WOKETARD
CAG
mm2
Joined
Sep 8, 2013
Location
Belfast
The whole matter was resolved. Details to follow in a "Rep Friendly" thread that I will doing shortly. :)
 

Matt44UK

On a Break
Joined
Apr 1, 2013
Location
Hampshire, UK
The same thing has just happened to me.

Got an email saying "We may require verification documents" blah de blah....

This was 3 days ago, no sign of the money in my CC account or the RV account.

Looks like they DO need verification but haven't had the courtesy or common sense to tell me.

It reeks of amateurism and incompetence, and needless to say this will be my last dealings with any Fortune Lounge operation...NOT that I have much choice in the matter, of course!
 

Matt44UK

On a Break
Joined
Apr 1, 2013
Location
Hampshire, UK
OMG have you guys got a laugh and a half coming with my updates on THIS one .. stay tuned lolz!

EDIT - ok, I'm not going to post the hilariously frustrating chat with the "customer service" 'droid yet, I'm hoping the FL Rep here, Wim, who is a good man by all accounts, can sort this mess out.
 
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mcgameboy

NEVER GO FULL WOKETARD
CAG
mm2
Joined
Sep 8, 2013
Location
Belfast
OMG have you guys got a laugh and a half coming with my updates on THIS one .. stay tuned lolz!

EDIT - ok, I'm not going to post the hilariously frustrating chat with the "customer service" 'droid yet, I'm hoping the FL Rep here, Wim, who is a good man by all accounts, can sort this mess out.

He is and he can Matt. I would suggest getting in touch with him today, as he is off at weekends.
 

Matt44UK

On a Break
Joined
Apr 1, 2013
Location
Hampshire, UK
Sorry for the lateness of this post - not had a bit of time to myself lately to log into CM's site but I can safely say this - Wim sorted the issue out and it would appear that the CS rep didn't have much of a clue what she was going on about - as suspected! So yep, all was rectified in the end and I'm continuing to use RV with no problems! Thanks again Wim, if you're reading!
 

dunover

Unofficial T&C's Editor
Staff member
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the bus shelter, opposite GCHQ Benhall
All I can say is TF that I now only play MG download at 32red/their sister sites...:eek2:

There is tomfoolery going on in the Viper banking pages, has been for a while. Sometimes withdrawals I have been paid vanish from the history, sometimes 'reversible' ones vanish for a few days when they have been sent for process only to reappear later after payment. Not on 32red, but I had this at the Red Flush sites. Still always paid OK though. :confused:
 

Jono777

Ueber Meister
CAG
mm1
mm4
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May 13, 2014
Location
Wolverhampton
Cant understand how the ID / verification process works, I used to play at FL (platinum play) a LOT easy over 100 separate deposits and a good 20-30 withdrawals, various amounts from £50 up to £600.

Once I'd requested a W/D, I got the 'may need ID' email each and every time.

I do not remember (99%) EVER sending doc's to them and I got my cash on the day I was expecting it every time.

I do agree 'towards the end' (for me as a UK player) the 'Work in progress. Reversible' etc bit did go AWOL tho, so really dunno how these 'systems' work or are supposed to work
 
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