Fortune Lounge --a bunch of THIEVES

[seanjohn]

I created an account with VegasVilla but I never deposited there until they sent me a 100% exclusive offer so I deposited $100. They gave me $105 bonus, which I know that $5 was NETeller bonus with tricky rules so I asked them to remove it. And my account had $100+$100 at this point and I had not wagered yet.

I also asked them in email (I got copies of them) what the wager requirement for this offer was and the reply I got was
-10x (D+B) =$2000
-no power poker and the like
-only 20% could be fulfilled by BJ

Fine, sounds fair so I started wagering and I got my balance to $278. Knowing these guys are pretty sneaky I emailed them again just to make sure I wagered enough before I cashin. Now I got an email saying the wager requirment is $3840 and $3000 of it has to be done on slots!!!

They refuse to allow me cashin and my complaints to them are fruitless, they just keep saying it's $3840 it's $3840. These people are indeed a buch of fu*king lowlifes and I should have listened to warnings from WOL.

Can anybody offer any help? Could the Casinomeister offer anyhelp please?

 

[Brackis]

The more name calling you do the less willing you find people listen to your side of the story. [email protected] should handle your issue if you email them with copies of all the documents you have to indicate you have met the requirements.

 

[jerseyguy11]

fortune lounge arent crooks. if 10x wager and deposit is required for $100 + $105, then it would seem you would have to wager $2,050 of which only $412.50 can be on blackjack.

contact vpops if you think your being given wrong information from the phone.

 

[seanjohn]

I told them to remove the NETeller bonus before I started playing; which they reluctantly did so after I sent in 4 emails. This is not even the problem.

The problem is they change the WR and disallow everything except slots after I WON.

I am sorry if some of you find me calling them theives disturbing. I have had a few RTGs, even Golden Riviera (MG) honoring wrong WR information and paid me every single cent. And these FL guys think they would be better and more reputable just by tricking people like this?

Now, even if I give in and wager more, they could say I wagered on excluded games and STILL VOID EVERYTHING.

Where is justice?

 

[jerseyguy11]

i dont know what you are referring to being crooked. I've played with fortune lounge and I took a bonus a few times.

their terms are clear. you must wager the deposit and bonus a certain amount of times, of which only 20% can be wagered on blackjack. what don't you understand about that. if you havent met these requirements then you have two choices. ask them to deduct ALL bonuses from your cashout or continue playing on slots (or other allowable games for the 80% portion of the WR) until you meet their terms.

i personally dont care if you call FL crooks or not, I just call it how i see it and these terms are clear. Ive played with these terms many times.

-jersey

 

[GrandMaster]

I
Fine, sounds fair so I started wagering and I got my balance to $278. Knowing these guys are pretty sneaky I emailed them again just to make sure I wagered enough before I cashin. Now I got an email saying the wager requirment is $3840 and $3000 of it has to be done on slots!!!

Could you post that e-mail with personal info deleted? CS reps are sometimes clueless, but if you try again, you might find somebody more clued up. If you are certain that you have wagered enough, then go ahead and cash in. If you don't have any luck with Vegas Villa, then file a complaint with ecogra.

 

[jpsartre]

Jerseyguy11: Did you at all read what this guy wrote? The problem is that they told him that wager was $2000 and after he did that they changed it to $3840. Maybe the terms are clear as you say but apparently not to FL...

 

[seanjohn]

Here are the replys I got from FL support

When I first inquired about the WR and games excluded, (I did this because I can't find anything specific about 'exclusive bonus' on their site) they answered:

Here are the wagering requirements for the Match bonus:
100% on purchases up to $100
(Purchase + Bonus) * 10 =
($100 + $100) * 10 = $2 000.
Your total wagering requirements are thus $2 000 on the match bonus.

OK so I thought the WR is the same as their 'weekly match bonus', with BJ included...so thats why they call it 'exclusive'...but I just want to make sure and I ask them what the excluded games are, and their reply:

In regards to the wagering of the bonus you are unable to play Jacks or Better Power Poker, Jacks or Better Video Poker, Jacks or Better 10 Play Power Poker, Baccarat, Craps, Roulette and Sic Bo and only 20% of your wagering requirement may come from Black Jack. I would suggest playing slots as this is the quickest way to each the wagering requirement.

And I thought the deal is fair so I asked them to remove the NETeller bonus (they did) and I started playing. I won and wanted to make sure I could cash in and here they came changing the wager requirement to $3840!

 

[GrandMaster]

Half of the problem is already solved. You don't have to play slots, it is merely a "helpful" suggestion.

 

[caruso]

These people are indeed a buch of fu*king lowlifes and I should have listened to warnings from WOL.

1) Groundless comment and 2) no you should definately not.

Seems to me you need to play either $2000 on slots, or better, $1600 on slots and $400 on blackjack.

 

[seanjohn]

Thing is I already wagered $2000+ and I am entitled to cash in freely. I think I have clearly stated this in my 1st post. I did not start my play until I was told the terms and I could only have agreed to those terms that I was told of NOT the different terms that I was told after! Even the government can't apply law retrospectively!

 

[Vesuvio]

Here are the replys I got from FL support

I would suggest playing slots as this is the quickest way to reach the wagering requirement.

Lol! You have to love the helpful customer support. Playing slots is the best way to go bust, but you can play something like the 4-handed Deuces Wild and you'll have a sporting chance.

 

[Stanford]

Thing is I already wagered $2000+ and I am entitled to cash in freely. I think I have clearly stated this in my 1st post. I did not start my play until I was told the terms and I could only have agreed to those terms that I was told of NOT the different terms that I was told after! Even the government can't apply law retrospectively!

I got it. You have wagered according to the customer support email and now they want you to wager more.

First, don't wager more. Try to contact VPOPS if someone hear hasn't already alerted him.

Second, you are not alone. There is a similar post at winner on line. So far FL is ignoring the post. It is here:

You do not have permission to view link Log in or register now.

I am concerned about FL customer support. There doesn't seem to be a satisfactory escalation procedure for when customer support gets it wrong.

Stanford

 

[seanjohn]

I got an email from them telling me they are Ecogra certified...on the other hand I saw a thread over WOL about Ecogra masking rogues...what should I do? Is filing a complaint to Ecogra an option?

 

[Brackis]

Fortune Lounge is not a rogue casino by any means, they run half a dozen casinos and poker rooms and even have a VP of Operations who reads both casinomeister and winneronline forums.

 

[Stanford]

I got an email from them telling me they are Ecogra certified...on the other hand I saw a thread over WOL about Ecogra masking rogues...what should I do? Is filing a complaint to Ecogra an option?

I've had good luck with eCOGRA. But they want you to make a legitimate stab at resolving the problem with the casino prior to contacting them. I would give it till Wednesday. If FL hasn't gotten around to you by then, then I would file a complaint.

In all honesty, this should be resolved by Monday. It isn't that tuff an issue if you have the bonus rules documented.

Stanford.

 

[jetset]

I got an email from them telling me they are Ecogra certified...on the other hand I saw a thread over WOL about Ecogra masking rogues...what should I do? Is filing a complaint to Ecogra an option?

That thread is then badly titled, because it was started by someone called MAhmed who gave no specifics regarding his dispute with GR, and then declined to follow up on three different occasions when free mediation was offered. I suspect he or she was a mischief maker with malicious intent.

Why not test the eCOGRA system for yourself? If you have a legitimate case and have failed in honest attempts at casino level to resolve the issue, then go across to www.ecogra.com/disputes and use the online facility to file a dispute with the Fair Gaming Advocate there.

 

[Stanford]

That thread is then badly titled, because it was started by someone called MAhmed ... I suspect he or she was a mischief maker with malicious intent....

Why not test the eCOGRA system for yourself? If you have a legitimate case and have failed in honest attempts at casino level to resolve the issue, then go across to www.ecogra.com/disputes and use the online facility to file a dispute with the Fair Gaming Advocate there.

I suspect you are right about Mahmed. I read that thread too.

I will be disappointed if this poster has to resort to eCOGRA with FL. Hopefully, FL will jump on this Monday. But I agree that it would be an interesting test case.

Stanford

 

[jerseyguy11]

this whole thread gives me a headache. im about at the point where ill put up the damn couple hundred dollars myself.

 

[cipher]

this whole thread gives me a headache. im about at the point where ill put up the damn couple hundred dollars myself.

I hav't to agree with you Jersey. While I do not play at any of the Fortune Group of casinos I've got to tell you that I am more than impressed with Wim's (the VPOPS for the Fortune Group) ability and sincerety in getting to the bottom of such issues WITHOUT all this unnecessary ranting, raving and otherwise childish name calling. Have a good one.

Cipher

 

[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: [email protected].

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.

 

[fortunelounge]

Every player has the right to escalate unresolved queries and in this regard we have the following processes in place for when you feel that your issue has not been addressed properly.

Although staff are empowered to deal with and make decisions on the majority of issues, a Floor Manager (Supervisor) is always available to deal with issues that can not be resolved. Please only ask for the Floor Manager when the issue can not be resolved with the Agent.

We created an e-mail address (also published on all our websites) directly to the Floor Manager for unresolved issues. Mails can be directed to [email protected] and will be handled by the Floor Manager on duty.

I also deal with escalated issues and players can mail me at [email protected]

If anyone finds our escalation procedures to be inadequate, I would like to hear from you. We are open to any suggestions.

VP Operations
Fortune Lounge

 

[jpm]

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.

I agree trick, but going off on monday because you hadn't had resolution to something over the weekend is a bit much. I'm impatient, but wait at least a week before I get so worked up about something like this.