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Dear Fortune Lounge Management

Discussion in 'Online Casino and Poker Complaints - old section' started by Adde, Mar 30, 2004.

  1. Adde

    Adde Dormant account

    Dear Fortune Lounge Management,

    I know you browse some gambling forums, so I urge you to come out here and do the right thing, cause your staff is clearly doing anything they can to con me out of my money from Platinum Play.

    In a nutshell, I deposited and got the bonus when the terms allowed blackjack, and before I started to play you changed the terms to not include blackjack. I asked your support and they told me the old terms were in effect for me, but when I tried to cash out, lo and behold, your support claim that the new terms should be applied.

    After numerous emails, all I get back from you is either nothing or nonsense replies. That may be ok for you, Fortune Lounge management, you probably make a good earning with this because most people don't have the stamina to compete with your staff of nonsense writers, and instead go back to the casino and lose their money.

    And you know what? I probably should have done the same myself, forget about the 120, cause your nonsense writer staff have really earned their salary this time. With great success they have made me so fed up with this that I can not take it anymore. Your staff gets paid, I get severe headaches, and many hours of useless work just to keep up with you.

    Here's what happened. At the end you find all email correspondance between me and Fortune Lounge.


    COURSE OF ACTION
    ================================================

    1. On march 14 I deposit 50, and wager the deposit in full to get the 100 match bonus and 10 free bonus. I read the terms carefully: wager 15 times deposit + bonus before cash-in, blackjack and video poker allowed.

    2. The same day I also got a 10% NETeller bonus which I asked you to remove.

    3. Two days later, march 16, you had the NETeller bonus removed, but not only that, for some reason you removed it twice. Well, that's only 5, not worth all the trouble having it refunded so I didn't notice you about it.

    4. Before I started to play I double checked the terms, and now they were changed to only include 20% blackjack. I emailed you and asked what terms would apply to my bonus, the one in effect when I deposited or the one in effect after the change. Your answer was that the old terms would apply, so I began to play.

    5. Six days later, march 22, I used "Playcheck" to make sure I had met the wager requirements, and then cashed out my money back to my NETeller account, 120.

    6. On march 24 I get an email from ECash Operations Casinodesk Support, telling me that my bonuses have been forfeited because I have not met the wagering requirements. And once again, even though the NETeller bonus already was removed twice, you removed it once again, together with the 100 signup bonus. Also, the email says I only had wagered 0 correctly, which is not correct according to any of the terms, new or old.

    QUESTION: Can players trust you with their money when your backoffice operations don't seem to have any control what so ever? Removal of the same bonus three times!?! Zero wagered when your "Playcheck" feature tells me I have wagered way over 2000?!?

    QUESTION: Can players trust you by your words, when your support tells me one thing before I start to play, and then your support tells me another thing when I cash-in?

    7. On march 24 I send you an email, attaching the previous email I got from your support who told me the old terms were in effect.

    8. On march 27, no response from you so I sent the email a second time.

    9. On march 29, no response from you so I sent the email a third time.

    10. Finally, on march 29, you reply to me. Reply #1 is nonsense, so I ask you to explain it in plain english.

    11. On the same day, reply #2 I don't know if I should laugh or cry at, cause you refer to a previous cash-in at 7Sultans and tell me that all is well, I got my money. Yes I did, at 7Sultans!!

    QUESTION: 7Sultans?!? I'm talking about Platinum Play, how hard is that to understand?

    12. Once again, another email to you and another reply from you where you "apologize for any inconvenience", and then tell me that I only have 15 in my account, and the minimum cash-in is 30.

    QUESTION: What the ****? You even read the emails you get?

    </end of course of action>


    EMAIL CORRESPONDENCE
    ================================================

    From: Andreas
    Sent: 16 March 2004 10:48
    To: This email is not visible to you.
    Subject: Bonus question

    Hello,

    I got the signup bonus a couple of days ago but have been waiting to play until you removed the NETeller bonus. Now that this is done I see that you have changed to terms for this bonus. I read the terms carefully before depositing, and when I got the bonus it was ok to play blackjack and vide poker to meet the wager requirement. Now it is not.

    I would imagine that the terms I got when depositing and getting the bonus should apply, not the changed terms of today?

    In other words, can I play blackjack and video poker to meet my wager requirement or not? If not, I have to ask you to remove my bonus so I can cashout my deposit.

    Regards,

    Andreas

    -----------------------------------------------------------

    From: "Support (Fortune Lounge)" <Support@fortunelounge.com>
    To: "'Andreas
    Subject: RE: Bonus question
    Date: den 17 mars 2004 00:02

    Hi Andreas,

    Kingdom here at the Fortune Lounge. Thank you for your mail.

    I have looked into your account and saw that you made your purchase on the
    02/14, the new wagering requirement came into effect on the 02/15. As a
    result you can still use Blackjack as well as Video poker for wagering this
    purchase.

    Should you have any further queries please do not hesitate to contact me.

    I am here to service and assist you in any way possible 24 hours a day.

    Kind regards,

    Kingdom

    Customer Care Consultant

    -----------------------------------------------------------

    From: "Casinodesk Support" <support@casinodesk.com>
    To: andreas
    Subject: Wagering of your bonus
    Date: den 24 mars 2004 17:12

    Hi Andreas,

    We refer to your cashin of $120.00 on your Platinum Play account number
    XXXXXXXXXXX.

    We'd like to inform you that the amount you have requested to cash-in
    includes certain bonuses, which you have received from various promotional
    offers. All of our bonus allocations have wagering requirements associated
    with them before they can be cashed in.

    Please note that we have deducted the forfeited bonus from your cash-in, as
    you needed to wager $2325 on any of the games that are not excluded from the
    wagering requirements, to cash in this amount. (Please note: A maximum of
    20% of your wagering requirements can be met on BlackJack for certain
    bonuses).

    You only wagered $0 correctly, and therefore the following bonuses have been
    forfeited as per our Terms and Conditions.
    $100 Platinum Play 200% purchase match $5.00 Neteller 10% up to $1000

    However, if there is a remainder left after forfeiting the bonus, the Cashin
    (excluding the bonus amount that was removed) will be processed accordingly
    and will be on its way to you.

    Should you require any additional clarity on your options, please do not
    hesitate to contact us.

    For more information regarding the wagering requirements of promotional
    bonuses, please click on the link below:

    You must register/login in order to see the link.

    Should you have any questions at all, please call us on one of the toll free
    numbers below or email us at: This email is not visible to you.

    Thank you again for choosing to play at The Fortune Lounge Casino Group. We
    truly believe you'll be happy here.

    Best wishes and Best of luck,

    Guy
    ECash Operations

    -----------------------------------------------------------

    From: Andreas
    To: "Casinodesk Support" <support@casinodesk.com>
    CC: "Support (Fortune Lounge)" <Support@fortunelounge.com>
    Subject: Re: Wagering of your bonus
    Date: den 24 mars 2004 19:21

    Hi,

    I got the signup bonus before you changed your terms to worse. I emailed
    your support and made sure that the old terms were in effect for me. See
    attached email conversation.

    Also, before I started to play with my signup bonus I asked for the NETeller
    bonus to be removed. How come you say "the following bonuses have been
    forfeited as per our Terms and Conditions. $100 Platinum Play 200% purchase
    match $5.00 Neteller 10% up to $1000."? Actually, you made a mistake and
    removed my NETeller bonus twice before I started to play. I did not notify
    you of this because of the tiny sum and I didn't want to go through more
    hassles again before I could start to play the bonus.

    I'm so tired of having to go through this trouble for every single
    transaction!!

    I ask you to refund my bonuses, fix the mistake of the duplicate NETeller
    bonus removal, and make sure I have all my money in my NETeller account
    without any further delays.

    I have seen Fortune Lounge management respond to player problems at the
    Casinomeister forum, so I know that you are reasonable and respectable.
    Therefor, please spare me the trouble of having to ask for help in public,
    and fix this right away.

    Regards,

    Andreas

    -----------------------------------------------------------

    From: Andreas
    To: "Support (Fortune Lounge)" <Support@fortunelounge.com>
    CC: "Casinodesk Support" <support@casinodesk.com>
    Subject: Fw: Wagering of your bonus
    Date: den 27 mars 2004 03:09

    I sent you this 50 hours ago and nothing has happened. What's happening?

    Andreas

    <COPY OF FIRST EMAIL>

    -----------------------------------------------------------

    From: Andreas
    To: <Support@platinumplay.com>
    Subject: Fw: Wagering of your bonus
    Date: den 29 mars 2004 14:07

    I sent this to support at Fortune Lounge (and also casinodesk support) five
    days ago (yes, 5 days!) and nothing has happened. What's happening?

    Andreas

    <COPY OF FIRST EMAIL>

    -----------------------------------------------------------

    From: "Fortunelounge" <statements@casinodesk.com>
    To: Andreas
    Subject: Customer Statement
    Date: den 29 mars 2004 14:57

    Good day,

    Please find attached, a statement reflecting the status of your recent cash-in. The statement reflects whether your cash-in has been allocated and, if this is the case, how
    it has been allocated (amounts refunded to credit cards and/or how much is still due to be paid).

    Should your cash-in (or part thereof) still reflect as "pending", please ensure that you have returned all outstanding verification documents. Alternatively, we might be
    awaiting clearance for your Firepay Purchases.

    PLEASE REMEMBER THAT WHILST THE CASINO ENDEAVOURS TO PAY ALL OF THEIR
    PLAYERS VIA THEIR SELECTED METHOD OF PAYMENT, MANAGEMENT RESERVES THE RIGHT TO PAY ANY CASH-IN VIA THE METHOD THAT THEY DEEM
    TO BE THE MOST VIABLE.

    PLEASE EXAMINE YOUR STATEMENT CLOSELY TO SEE WHICH METHOD WAS USED.

    We have pleasure in attaching your statement for 24th to 26 March 2004

    Please note that Credit Card refunds take approximately 5 - 6 working
    days, an ACH Bank Transfer takes approximately 5 - 6 working days, a NETeller refund takes approximately 24 hours, a Firepay refund takes approximately 24 hours. A
    Check takes approximately 21 working days via regular mail and 3 - 4 working days if sent via Courier. Should your cashin (or part thereof) reflect as "credit against
    cashin" this means that this amount was reversed to your casino account.

    If you have any questions or comments please do not hesitate to contact
    one of our friendly service consultants in our 24-hour Customer Service
    Center on: 1-800-587-9036 or alternatively email us at: This email is not visible to you.

    Kind Regards

    Casinodesk E-Cash

    -----------------------------------------------------------

    From: Andreas
    To: "Fortunelounge" <statements@casinodesk.com>
    Subject: Re: Customer Statement
    Date: den 29 mars 2004 14:53

    Good day,

    First I get an email that says my bonus have been taken away and the rest of my cash-in has been reversed back to my account, then I wait for five days for a reply to my emails to you, and now I get this email that I hardly can understand.

    Can you be so kind to explain to me, in plain english, what is going on here?

    Regards,

    Andreas

    -----------------------------------------------------------

    From: "Support (Fortune Lounge)" <Support@fortunelounge.com>
    To: Andreas
    Subject: Customer Statement
    Date: den 29 mars 2004 16:48

    Hi Andreas,

    I had a look at your cash-in on the 7Sultans casino and would like to inform
    you that your $210,26 were credited back to your Neteller account on the
    16/03/2004. The funds normal take 24-48 hours to reflect in the account.

    Please click on the link below for more information on our alternative
    purchase methods and the great benefits they offer.

    You must register/login in order to see the link.
    <http://www.fortunelounge.com/purchasehelper.asp>

    Forgot your casino account number or password ?

    If you are unsure of any of your Fortune Lounge casino account numbers or
    passwords all you need to do is click on the link below and enter all the
    requested information.

    You must register/login in order to see the link.
    <http://www.fortunelounge.com/password.asp>

    Sincerely,
    Steyn
    Customer Care Consultant

    -----------------------------------------------------------

    From: Andreas
    To: "Support (Fortune Lounge)" <Support@fortunelounge.com>
    Subject: Re: Customer Statement
    Date: den 29 mars 2004 17:32

    7Sultans was way back in time, this matter is about my cash-in from Platinum Play!

    This is too much trouble for me. You have me put down so much effort and time with this matter, and I get nothing back but form letters and incorrect information. I can't stand it anymore!

    If you don't make my cash-in of 120 from Platinum Play (plus the duplicated removal of 5 NETeller bonus, a total of 125) get into my NETeller account within 24 hours, then I will post all email correspondance and ask for help in the Casinomeister forum.

    You have all information needed for this (see attached files for complete correspondance), so there is no need for you to get back to me with NOTHING BUT an email saying I have got my 125 at NETeller.

    Regards

    Andreas

    -----------------------------------------------------------

    From: "Support (Fortune Lounge)" <Support@fortunelounge.com>
    To: Andreas
    Subject: Customer Statement
    Date: den 29 mars 2004 22:23

    Hi Andreas,

    I do apologize for any inconvenience you have suffered with regard to this
    cashin.Regrettably,I must inform you that after the forfeited bonus amounts
    were removed,a balance of 15 was left.The minimum amount that can be cashed
    out is 30.

    The bonuses were forfeit because you did not meet the wagering
    requirement.Please feel free to contact our support desk in future should
    you ever need to ensure that you can cashin in without forfeiting bonuses.

    We are available 24/7 for your gaming convenience so please do not hesitate
    to contact us should the need ever arise.

    Warmest Regards
    Kofi
    Support Desk


    </end of email correspondence>
     
  2. jpm

    jpm Dormant account

    Wow, what a fiasco! In my opinion, you were told in writing that the conditions that were in effect when you deposited would apply when you withdrew, so that's what should happen. At the very least, even with the 20% rule, you haven't wagered $0, you've wagered at least $465 "correctly".

    I know that FL does monitor this forum and I'd expect a response soon.
     
  3. m249a

    m249a Dormant account

    Wow!!!

    This type of double talk and changing the rules in mid swing seems to be standard operating procedure for alot of these places...I have a feeling my online gamming days are over...
     
  4. amandajm

    amandajm Experienced Member

    Sad, so sad.

    It is quite clear that the emails are not being read properly.

    I had a 20 plus email run in with these guys about 2 years ago now, nothing has changed. I got paid in the end but it was just nonsense all the way 'till the end.

    Makes me wonder how much the support staff get paid. I bet it's shit money.
     
  5. jetset

    jetset Ueber Meister CAG

    I don't think Wim or Chad will let this one go - let's see how long it takes for them to arrive and sort it out.

    But the impression one gets is that the left hand frequently has no idea what the right is doing at FL and they perhaps need to look at their internal communications, smarten up their admin and above all brief and train the Support people.

    Whilst Wim does a great fire-fighting job on the main forums I also think they should consider some sort of "hot" button that will put players in contact with a supervisor or manager with more discretion and power of decision than the average CSR. They could save themselves a lot of bad message board mileage if they did that because it could resolve these disputes early on.
     
  6. amandajm

    amandajm Experienced Member

    Oh Vipopps or Vim or whoever will sort it no doubt.

    Not good enough though, not after 2 years of this silliness and more. I Feel the entire point re what the poster is saying, many give up the war of attrition.

    The majority do I bet.

    In fact left hand or right hand Jet this has become thier M O it seems.

    Once is bad, twice is sad, thrice is a liberty. This is the same type complaint over and over again.
     
  7. Adde

    Adde Dormant account

    Thank you all for your support and your comments!

    At the end I almost started to think I was wrong. It's like brainwashing from their part, where they repeat their mantra time after time and soon enough they have the player broken down.

    They don't have the slightest clue of what time and physical effort it takes for a non-professional writer, in a foreign lanuage (I'm from Sweden), to present my case to them in a rhetorical way, and then have to do it all over again when beeing fired at with a nonsense reply, and then again, and so forth.

    I honestly think this is an outspoken policy at FL (and other casinos as well), that they either directly or indirectly encourages their staff to go on like this. I wouldn't be surprised if they got provision for every dollar they can save from being paid out to the player.

    What do you think?

    And the really sad part is that they will get away with it. For every dollar they lose, they gain 50 by acting like no good crooks. Actually, even most crooks have higher moral standards than that.

    I really think this is an important discussion that Casinomeister should pay more attention to in his newsletter. (Maybe he already has, I'm rather new to this site.)

    I am very eager to hear from Fortune Lounge management, to hear how you can sanction and justify the psychological terror that was fired at me by several members of your staff.

    Andreas
     
  8. Stanford

    Stanford Dormant account

    I popped over just to see what was up with FL. A player emailed me claiming that FL was applying the 20% rule to all bonuses - not just the weekly. Clear that was not what we were told.

    It sounds like FL had very stable bonus terms for a long time and now everyone is confused. Not just players but also casinon service representitives.

    Looking at their site BTW, I didn't see the non carryover provision in the Ts & Cs. Maybe they need to do a rewrite.

    FL, look forward to you showing up and helping us out.

    Stanford

    PS: It has been suggested that you ignore balances under a dollar which is a really good idea. But if you don't, could you tell us which Casinos allow 1 cent and 5 cent wagers and what games those are. I had a CSR suggest I download all of them and go through them one at a time. A long task with dial up connections.
     
    Last edited: Mar 30, 2004
  9. Adde

    Adde Dormant account

    UPDATE (April 1, 2004): Nothing has happened. I have emailed the link to this post to Fortune Lounge, but nothing has happened.

    If nothing happens soon I see no other option than to "Pitch a Bitch", but I don't want to steal any precious beer drinking time from Mr Bailey :), I'm sure he's got a quite busy agenda anyway. Beside, it's friggin Fortune Lounge, a (once) respected player in the industry, you think it should be possible to solve this without pitching a bitch, don't you?

    Andreas
     
  10. Adde

    Adde Dormant account

    UPDATE (April 1, 2004, late at night):

    ---------------------------------------------------------

    From: Andreas
    To: <vpops@fortunelounge.com>
    CC: "Support (Fortune Lounge)" <Support@fortunelounge.com>; <Support@platinumplay.com>
    Subject: Having major problems (April 1, 2004)
    Date: den 1 april 2004 19:58

    (April 1, 2004)

    I am having major problems with Platinum Play, and I get no help whatsoever by exchanging emails with support. I have posted about my experience at Casinomeister forum (see link below), and if nothing happens I see no other way than to hunt down every single casino watch dog site and warn new players from playing at Fortune Lounge.

    http://www.casinomeister.com/forums/showthread.php?t=3983

    How long will it take for you to sort this out and do the right thing?

    Sorry if I sound harsh. I'm not a bad person, but this has gotten on my nerves and I can't help myself.

    Also, I apologize in advance if you receive this email several times. It's not my intention to spam you, but if you don't respond to me I have to assume you have not read the email, and thus I send it again. Sorry for any inconvenience.

    Regards,

    Andreas

    ---------------------------------------------------------

    From: Support (Fortune Lounge)
    To: Andreas
    Sent: Thursday, April 01, 2004 10:23 PM
    Subject: Having major problems (April 1, 2004)

    Hi Andreas,

    We are sorry to hear of your disillusionment with our casino and as much as I understand your disappointment with the situation,you must surely also realize that we are a casino that operates with rules,terms and conditions like any other.Our wagering requirements are not only fair but are also met by thousands of players who gamble with us regularly.There is nothing underhanded about the way we operate.

    We are available 24/7 for your gaming convenience so please do not hesitate to contact us should the need ever arise.

    Warmest Regards
    Kofi
    Support Desk

    ---------------------------------------------------------

    From: Andreas
    To: "Support (Fortune Lounge)" <Support@fortunelounge.com>
    Subject: Re: Having major problems (April 1, 2004)
    Date: den 1 april 2004 22:59

    Kofi,

    Yes, you have rules, terms and conditions, nothing wrong with that, but how can you possibly say that you have acted correctly in this case? Facts are:

    BY DIRECT QUESTION FROM ME, YOUR SUPPORT STAFF TOLD ME BY EMAIL (SEE CORRESPONDENCE) THAT I HAD TO WAGER ACCORDING TO THE TERMS THAT WAS IN EFFECT WHEN I GOT THE BONUS.

    And you know what?

    I DID REACH THE WAGERING REQUIREMENT ACCORDING TO THOSE "OLD" TERMS WHEN I CASHED IN.

    And Kofi, since you seem to have missed some key point in my story, you know what happened then? I'll tell you:

    YOU CHOSE TO PULL A TRICK AND APPLY THE NEW TERMS TO MY BONUS WHEN I TRIED TO CASH-IN.

    Kofi, does this behaviour rhyme well with what you are saying to me, "There is nothing underhanded about the way we operate"?

    Regards,

    Andreas
     
  11. Adde

    Adde Dormant account

    UPDATE (April 2, 2004)

    ---------------------------------------------------------

    From: "Support (Fortune Lounge)" <Support@fortunelounge.com>
    To: Andreas
    Subject: RE: Having major problems (April 1, 2004)
    Date: den 2 april 2004 00:03

    Hi Andreas,

    Thank you for your e-mail!

    The new wagering requirements were brought out on the 14 March 2004, that is
    the same day you signed up with the casino.

    You refer to correspondence in which you were told different wagering
    requirements. I have looked at the records concerning your account and can
    not find any reference to you being advised this.

    When you sign up an account you agree that you have read the terms and
    conditions and understand them. It is the casinos policy to work wagering
    requirements as they are on day of cashin.

    Should you have any further queries please do not hesitate to contact us.
    Happy Gaming and may ladyluck be watching over you!!!

    Kind Regards
    Rudolf
    Customer Service Consultant

    ---------------------------------------------------------

    From: Andreas
    To: "Support (Fortune Lounge)" <Support@fortunelounge.com>
    CC: <vpops@fortunelounge.com>
    Subject: Re: Having major problems (April 1, 2004)
    Date: den 2 april 2004 00:24

    (cc: This email is not visible to you.)

    Rudolf,

    You state that the new terms were brought out on march 14, but I was told by your support that they were brought out on march 15. Furthermore, I signed up on march 14, and the terms that were on your website at that time, they were very much the "old" terms. And yes, I read them very carefully since I know how easy it is to be fooled by them.

    You say you "can not find any reference to you being advised this [different wagering requirements]". If you had taken your time to read the complete correspondence between me and Fortune Lounge, you should have found this email I got from your support. They wrote (for full email, see post at Casinomeister):

    "I have looked into your account and saw that you made your purchase on the
    02/14, the new wagering requirement came into effect on the 02/15. As a
    result you can still use Blackjack as well as Video poker for wagering this
    purchase.
    [...]
    Kind regards,
    Kingdom
    Customer Care Consultant"

    If the information I was given by this Customer Care Consultant called Kingdom, now that you claim the new terms came in effect as of 02/14, if that information was incorrect, the you should go bully this guy Kingdom, and NOT ME! Should I not trust what I am being told by your staff?

    Now, please, tell me what I have done wrong.

    Regards,

    Andreas Hellstrom

    ---------------------------------------------------------

    From: "Support (PlatinumPlay)" <Support@PlatinumPlay.com>
    To: andreas
    Subject: FW: Having major problems
    Date: den 2 april 2004 07:45

    Hi Andreas

    Thank you for your e-mail.

    The old offer at the casino was a 250% match on a $20 purchase. When
    reviewing your account you received a 200% match on $50, which is the new
    offer.

    As you received the new offer you are subject to the new terms of this
    promotion. If your account was credited with the old promotion you would
    have fallen under the old terms, this is not the case.

    Seeing that you received the new offer, I regret to inform you that the new
    terms needs to be met.

    Regards

    Marius
    Casino Pitboss

    ---------------------------------------------------------

    From: Andreas
    To: "Support (PlatinumPlay)" <Support@PlatinumPlay.com>
    CC: <vpops@fortunelounge.com>
    Subject: Re: Having major problems
    Date: den 2 april 2004 11:25

    (cc: This email is not visible to you.)

    Hi Marius,

    I got to your website on march 14, saw the 200% match bonus on $50, read the terms carefully (before AND after depositing the same day) and the terms on your website DID include 100% blackjack and video poker. It seems that you have made an internal decision to change the terms for the promotion, but you have not changed them on your website. What other terms can I trust than those you show at your website?

    Furthermore, when asking your support what terms was in effect for my bonus, I made it clear that I would not take the bonus if the "old" terms were not applied to my bonus ("If not, I have to ask you to remove my bonus so I can cashout my deposit.").

    If I was subject to the "new" terms, why did your Customer Care Consultant tell me the opposite?

    It appears to me that you either have not read the full email conversation between me and support, or you don't beleive it to be true. Marius, have you read my first email to support, and have you read the reply from your Customer Care Consultant called Kingdom? If you have, how can you possibly say that you are right and I am wrong?

    You see, Marius, I won't let this go, ever. You screwed up, not me. You pay the consequences, not me!

    Regards,

    Andreas Hellstrom
     
  12. fortunelounge

    fortunelounge Accredited Casino Representative

    Hi Adde

    Please mail me your account details in order for me to investigate the issue and get back to you.

    This email is not visible to you.

    Regards

    VP Operations
    Fortune Lounge
     
  13. caruso

    caruso Banned User - repetitive violations of <a href="ht

    "It is the casinos policy to work wagering requirements as they are on day of cashin."

    Not according to the FL CSRs I've spoken to on the matter, nor any other reputable casino. The terms that apply are those in place at the time of the deposit.
     
  14. cipher

    cipher Banned member - being a jerk

    It is absolutely absurd for any Casino to interpret wagering requirements as of the date of cash-in. If that's the case why would anyone even bother to read the terms and conditions when they initially sign-up. Its' hard for me to imagine that this type of behavior is being condoned and/or promulgated by WIM.

    Cipher
     
  15. Clayman

    Clayman Dormant account

    Does any casino actually explicitly state in their T&C that the terms that apply are those in place at time of deposit?

    Maybe if they did, CSR's might actually read them and understand them. I'm sure they like having a loophole through which they hope they can screw 9 out of 10 customers. They KNOW their websites weren't updated with the new terms simultaneously with these terms going into effect. What did they expect would happen?

    Guess I'll be going thru this mess 5 separate times when I get around to playing off the money I have outstanding from the good-old-days a month or so ago when FL seemed to know what they were doing.

    The other thing that bothers me is that it seems that now they (sometimes? always?) remove bonuses and winnings completely if one fails to meet WR. I'm too lazy to check their terms today but do they address this?

    Do they still offer weekly bonuses like they used to? - don't think I've had one in a month.
     
  16. caruso

    caruso Banned User - repetitive violations of <a href="ht

    I doubt anywhere has that actually in writing. It's just a generally tacit understanding.

    They do remove bonuses - not winnings - if terms aren't fully met. Personally, I don't have any problem with that since I never stick to minimum terms. I can imagine that it might cause some consternation to the $2 blackjack babes who daren't over-wager a cent but can't be bothered to track back through six hundred pages of Playcheck. :)
     
  17. jetset

    jetset Ueber Meister CAG

    I agree. Having a policy like this means the player is accepting some unknown future condition, and that is ridiculous.
     
  18. jetset

    jetset Ueber Meister CAG

    Wim, you need to get on over to WOL too - FL is taking flak and the complaints need sorting out.
     
  19. Clayman

    Clayman Dormant account

    It's never happened to me since I actually know when I'm $2 over WR's. :)Thinking more of the people who get screwed because they are short, perhaps due to mis-understanding carry-over requirements or make an honest mistake and are a little short. Also, since it's simple enough to just phone and ask if you have wagered enough before cashing-out, it would save both CSR's and players alot of extra time, if players knew it would just be reversed if a mistake was made.

    Why do you think casinos don't bother putting this "tacit understanding" in writing. Wouldn't it save alot of grief? Add a sentence today, save 5000 phone calls tomorrow.
     
  20. Adde

    Adde Dormant account

    Wim (VP of Operations at FL) is currently working things out to solve this for me. I'll post a note when case is finally closed.

    Adde
     

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