Fortune Lounge closed all of my accounts without any reason

[Seaman63]

I have been a loyal regular depositing player at several Fortune Lounge Casinos since 2004. Mainly I played at 7Sultans and Vegas Palms.

Last week, they closed and locked every of my casino accounts without notifying me.
Also, my Europalace Casino account has been closed and locked. I did not even know they are connected with Fortune Lounge.

I contacted the customer service immediately and they are not willing to provide any details about the closure to me. They just told me that certain discrepancies have been located on my account.

I have no idea what is going on there, I have no multiple accounts, charge backs, bonus issues or anything else fraudulent there. I am just a player who deposited and played at their casinos for six long years. One thought – I have been ahead at fortune lounge casinos most of the time, suddenly since 2010 my luck changed and I was not able to win or cash out anymore. I guess they just waited until I have deposited enough back and than kicked my butt.

So I ask you: Is that the kind of treatment you expect from a so called legit and honest online casino after many years of loyal play???

Please be warned, that no matter how honest you play, they are able close your account without any reason. Maybe it is no good idea, to let any funds remaining in your accounts after a session, you never know if you will be able to access to your funds next morning.

 

[Deeplay]

I have been a loyal regular depositing player at several Fortune Lounge Casinos since 2004. Mainly I played at 7Sultans and Vegas Palms.

Last week, they closed and locked every of my casino accounts without notifying me.
Also, my Europalace Casino account has been closed and locked. I did not even know they are connected with Fortune Lounge.

I contacted the customer service immediately and they are not willing to provide any details about the closure to me. They just told me that certain discrepancies have been located on my account.

I have no idea what is going on there, I have no multiple accounts, charge backs, bonus issues or anything else fraudulent there. I am just a player who deposited and played at their casinos for six long years. One thought – I have been ahead at fortune lounge casinos most of the time, suddenly since 2010 my luck changed and I was not able to win or cash out anymore. I guess they just waited until I have deposited enough back and than kicked my butt.

So I ask you: Is that the kind of treatment you expect from a so called legit and honest online casino after many years of loyal play???

Please be warned, that no matter how honest you play, they are able close your account without any reason. Maybe it is no good idea, to let any funds remaining in your accounts after a session, you never know if you will be able to access to your funds next morning.

No casino needs to give a reason to close an account if the players balence is at 0.00 and no wthdraws are pending. I presume casinos can close any accounts at anytime. What is worrying about FL is since a recent change in policys mainly they do not now process withdraws from Friday afternoon through until Monday and they No longer flush, I have seen an upsurge in offered promotions. Some weeks I have been offered 150 to 200% on all deposits etc - today got a cd with 120% up to xxx amount.

When I see more aggressive tactics like this that seem out of the norm for any group I start to wonder why ?: When I was a player at FL deposting 1000s monthly the most I could hope for was 20 to 25% up to so many 100. .Useless. I recall one time the VIP rep offering me 75 free credits if I explained why I did not play there anymore. I did this, was offered a larger than normal bonus but the 75 never appeared. I was not and am not desperate so did not deposit.

Even had a nice lunch with 2 of there VIP reps all paid for - very cordial fun and free - ) . But for me they blew it. Maybe the you should try another MG casino ? plenty to choose from and hell being from the EU choice is all ours. Hope you get it sorted though

 

[takethemoney]

It sounds like they decided they no longer wanted your business and you were shown the door. Casinos do this for various reasons, but if they did not like your play patterns or decided you were going to be a negative value player they would ban. It sucks, but that is a right they reserve.

 

[Mousey]

Simply getting locked out may not be that much of a problem, but what might be bad for the player though, is... if FL found 'discrepancies' Seaman may have problems depositing and playing and getting paid from other MG casinos. Payment processors scream like little girls and run from players with any 'discrepancies'.

Seaman, have you contacted the FL rep on this forum?

 

[Seaman63]

if FL found 'discrepancies' Seaman may have problems depositing and playing and getting paid from other MG casinos

This is exactly what I´m afraid off. It can cause much trouble for me and I still see no reason to loose my good reputation.

 

[maxd]

Seaman, have you contacted the FL rep on this forum?

Good question, and highly recommended.

The FL rep is here: fortunelounge.
Send them a Private Message, here: Link Outdated / Removed.

 

[Seaman63]

Good question, and highly recommended.

The FL rep is here: fortunelounge.
Send them a Private Message, here: Link Outdated / Removed.

Done. Thanks, I totally forgot that option...

 

[Seaman63]

Still no word from them, neither from CS or from the rep here.

However, they re-opened all of my accounts without any notification.

I wish someone would take the time and explain the whole mess to me.

 

[fortunelounge]

Hi Seaman

I am busy investigating your issue and will respond as soon as I have all the facts.

Regards

Wim
VP Operations
Fortune Lounge

 

[fortunelounge]

Hi Seaman

All player accounts are continuosly monitored through various processes in order to detect and prevent fraud. This is not only to protect the casino but also to safeguard players and to prevent internet fraud.

It is not in the casino's interest to lock accounts unless absolutely necessary and therefore accounts are properly checked and investigated before the decision to lock an account is made. As we always try to give the player the benefit of doubt, verification documents are requested which are scrutinised and investigated. If we are satisfied, the account is unlocked and the player can continue gaming.

Support staff are not allowed to disclose the exact reasons for accounts having being locked as we need to protect out fraud identification processes. I am also not going to divulge the reasons for locking your account here.

In your particular case, certain definitely concerning issues and links were picked up which prompted us to lock your accounts. We sent you an e-mail requesting verification documents and thereafter sent you an e-mail (to the same address) informing you that your accounts have been locked. You responded to our request mail and you returned the requested documents. After we were satisfied that everything was in order we unlocked your account. Unfortunately, due to an administrative error not all of your accounts were unlocked at the same time for which we sincerely apologise. All of your accounts have subsequently (2 days later) been re-opened.

Again, it is not in our interest to just lock accounts for no good reason. If you are an honest player, your accounts will not be locked under any circumstances -even if you are up on the casino. Even your own accounts weren't locked at the time you were up on us (as you said).

I, again, apologise for us not unlocking all of your accounts at the same time. It was a mistake which should not have happened.

Regards

Wim
VP Operations
Fortune Lounge

 

[Seaman63]

Hi Wim,

thank you for taking the time and investigating this issue.

We sent you an e-mail requesting verification documents and thereafter sent you an e-mail (to the same address) informing you that your accounts have been locked.

Just to clarify, I recieved the following mail three days before the CS requested any documents and before I started to post here. I have all emails stored for proof.

Hi *******,

*** here from the Casino Support desk.

I hope this finds you well.

I have reviewed your account and I can confirm that all of your accounts have been locked by our Player Security Company.

Unfortunately they have advised us that certain discrepancies have been located on your account and that as result of an investigation that has been done the accounts have been locked and regrettably will remain locked. As this is the case I will unfortunately not be able to unlock the account for you and I sincerely apologize for the inconvenience in the matter.

For more information please do not hesitate to contact us here at support we offer support Mon – Sun 24 hours 365 days a year! So feel free to contact us at any time. You can also e-mail us on Support@casinodesk.com if you need to contact us via e-mail.

Regards

***
Casino Support Desk

 

[fortunelounge]

Hi Seaman

Thank you for the information.

I am trying to establish why you did not receive your notification.

The notification mailer is an automailer which is triggered when the account is locked.

Just to clarify (to avoid an issue) - My comment that, if your are an honest player your account will not be locked was only a response to your warning that we lock honest players' accounts. It is not a suggestion that you are dishonest.

Regards

Wim
VP Operations

 

[vinylweatherman]

Hi Seaman

Thank you for the information.

I am trying to establish why you did not receive your notification.

The notification mailer is an automailer which is triggered when the account is locked.

Just to clarify (to avoid an issue) - My comment that, if your are an honest player your account will not be locked was only a response to your warning that we lock honest players' accounts. It is not a suggestion that you are dishonest.

Regards

Wim
VP Operations

It was found to be a mistake, but it looks like there was NO WAY that Seaman could have got the matter dealt with through "normal channels". CS seem to have been instructed to "stonewall", rather than help.

In the end, it seems these discrepancies pointed to nothing amiss, making us think that it was a case of "shoot first, ask questions later".

Every time an innocent player falls victim to a mistake of this magnitude, the system is so heavily stacked against them that they have little chance of clearing the matter up unless they know how to go over the heads of lower management, such as by contacting the CM rep for Fortune Lounge.

More worrying is the fact that this was a player who had played for 6 YEARS without incident, yet was STILL not trusted by FL when these discrepancies came to light.

It seems that casinos NEVER fully trust even their most loyal long term players, so in fact ANYONE can fall victim to this, however they conduct themselves.
It's one reason why casinos struggle hard to win the trust of their players in this online environment. The fact that they can do what they like, and there are no real RIGHTS for players, who have to rely on the goodwill of third party arbitration services, or finding someone in the organisation prepared to listen.

 

[fortunelounge]

Vinylweatherman

The only mistakes were that Seaman seems not have received a mailer notifying him that the account was locked and that not all of his accounts were unlocked at the same time.. The actual locking of the account was done with very good reason and accounts and transactions are continuosly scrutinised - no matter how old the account is.

In the vast majority of cases verification documents are requested first and if we do not get a response from the player, then only is the account locked. In those cases where the risk is very high and we cannot afford any further transactions or play on the account until the player has been verified the account is locked immediately and documents requested afterwards.

Internet fraud detection is not an exact science and we often need to act on suspicion so it is inevitable that our suspicions can be wrong from time to time.

You do not know the reasons why we locked this account and I can assure you they were good enough.

All of our sites have links to escalate queries or complaints and we have proper escalation processes in place to deal with these. Issues that cannot be resolved by Floor Managers are directed to me.

This issue is about a player whose account was locked (after due process). This was correct. He did not receive a notification mail. This was incorrect. His issue is that nobody wanted to tell him why his accounts were locked. This is correct. We do not divulge such information for reasons stated in my previous post. He supplied us with his verification documents. The documents were investigated and the account was unlocked, Correct again. Not all of the accounts were unlocked at the same time (even though they have been dormant for some time). Incorrect.

Wim
VP Operations
Fortune Lounge

 

[Seaman63]

The actual locking of the account was done with very good reason

You do not know the reasons why we locked this account and I can assure you they were good enough

His issue is that nobody wanted to tell him why his accounts were locked.

This is exactly my problem, if you have had any good reasons to close my accounts, why not providing them to me? This must not happen in public, a PM or any email communication would have been nice.
Don´t you understand that I need to protect myself, i.e. if my accounts have been hacked or abused from another person? Also I want to avoid future misunderstandings if there happened any.
You are posting here my accounts have been locked with very good reason and this makes me look like a fraudster to other players.
I am still not aware of anything I did wrong and as long as nobody wants to inform me, I have to assume there was no reason and all that happened in error and now nobody wants to admit it now.

 

[fortunelounge]

Hi Seaman

We are not going to disclose why your account was locked except to say that certain links/patterns were picked up which gave us enough reason to lock your account until we received and verified your documents.

The same were requested from other players we identified. Those who returned their documents had their accounts unlocked. Those who did not remained locked.

If your accounts were hacked or abused you would have seen the impact on balances, etc and we would have informed you of this as well.

The mere fact that your accounts were re-opened indicates that we do not regard you as a fraudster. At the time we had to do an investigation because of a suspicion and this did not relate only to you.

Again, we apologise for the inconvenience you suffered.

Wim
VP Operations
Fortune Lounge

 

[juleser]

problem with platinum play part of fortune lounge

I have problems with refused pay-outs from platinum play.

I deposited £680 and am waiting for a withdrawal of £800. I have subsequently depositeed an additional £3400 and now find that for some reason / irregularities, my winnings have been confiscated. I have never known this before. I have provided all the information that they requested, colour copies etc.

Their message is below. I find it very aggressive and not helpful since i don't know what i've transgressed.

Hi Julian,

Thank you for contacting the Support Desk.

I have had a look at your account for you and I regret to advise that due to the account being locked by our Security Company as result of an investigation regarding certain discrepancies, the Funds and withdrawals on your account have been forfeited.

Unfortunately you have breached the terms and conditions of the casino and as result of the investigation done on your account it has been found that due to this transgression we will not be able to process any funds to you.

I hope that this clarifies this matter for you. Please contact us again, should you have any further queries.

I thank you for your time and patience in this regard.

Kind regards

Ben

 

[juleser]

problem with platinum play part of fortune lounge

just a follow up as platinum play's behaviour gets even more agressive.

I would appreciate an honest answer as to what i have done wrong.

Hi Julian

My name is Francois and I am the Floor Manager currently on duty.

Your account was locked under the following Terms and Conditions of the casino:

1.3. Refusal to Register, Deregistration, Exclusion & Suspension


1.3.1. We may refuse to register you as a Player or elect to deregister and exclude you or suspend you as a Player from the Casino at any time if we deem that your participation at the Casino is, shall be or has been previously, in anyway fraudulent, illegal or that your participation is or has been abusive or irregular in any way.

1.3.2. You acknowledge hereby that the Casino is not obliged to give you prior notice of its decision to refuse, deregister or exclude or suspend you, nor to furnish you with any reasons for such decision.



I have confirmed with the Player Security Department and at this time your account will remain locked indefinitely.


Kind regards
Francois
Floor Manager

 

[Seaman63]

Hi Wim,

thank you for your reply. Just two comments from me:

Those who returned their documents had their accounts unlocked. Those who did not remained locked.

My documents were only requested when I decided to go public and post it at the forums, before this there was only the "final closure" mail I posted above in this thread.

and we would have informed you of this as well.

Sorry, but I doubt that. There took not any communication place until I decided to go public.

Julian, as far as any funds are involved, I would recommend you to do a PAB.

 

[juleser]

I'm waiting for a reply from Wim but I will definitely do this if there is no positive outcome. I would be more than happy for them to close my account if there was no money in it btu to confiscate my funds! It's outrageous.

 

[vinylweatherman]

Hi Seaman

We are not going to disclose why your account was locked except to say that certain links/patterns were picked up which gave us enough reason to lock your account until we received and verified your documents.

The same were requested from other players we identified. Those who returned their documents had their accounts unlocked. Those who did not remained locked.

If your accounts were hacked or abused you would have seen the impact on balances, etc and we would have informed you of this as well.

The mere fact that your accounts were re-opened indicates that we do not regard you as a fraudster. At the time we had to do an investigation because of a suspicion and this did not relate only to you.

Again, we apologise for the inconvenience you suffered.

Wim
VP Operations
Fortune Lounge

We need to go back further. Seaman63 must have done SOMETHING in all innocence that ended up arousing your suspicions. What HONEST players want to know is HOW they should be conducting their affairs so as NOT to make these "honest mistakes" in the first place.

When HONEST players keep getting snared again and again by this "inexact science", it begins to put them off playing online. What players need is an option for ENHANCED verification, which may be a lengthy and thorough process, but will allow the casino to give them a copper-bottomed assurance that THEY will never have monies confiscated on that account, and that if the account has to be closed, they WILL be paid back any balances without question.

I am a case in point. I live alone, am on the electoral roll & have entries with credit agencies. I have the relevant photo ID, and only use Neteller and a couple of cards at online casinos. Despite this, I HAVE been "under investigation" THREE TIMES, so WTF am I doing that is triggering the damn sensors
I have been paid in all cases, and two seem to have been of the kind you had with the OP, but the third time I was NEVER asked for documents, they said nothing, and only expedited matters when I notified them that when the 14 days was up, I would be asking eCogra to assist. They paid, yet I believe they STILL think I was a "high risk", since they dropped me from their VIP club, and now I don't seem to exist. Clearly, I did something that triggered the suspicion, but I have NOT been vindicated by a more thorough investigation, I AM suffering a negative hit to my reputation at this group, all because this "inexact science" got it wrong.



As is often the case in a thread like this, juleser registers this month & jumps in with a complaint about confiscated winnings. Support say this is down to a breach of the terms and conditions, but I am getting the impression that you have not just refused to allow him/her an account, you have let him/her play for a while, and then confiscated EVERYTHING, not just the WINNINGS. There is nothing in law that permits this action, the terms only provide for the voiding of all bets on the account, which is how winnings are confiscated.

 

[fortunelounge]

Hi Julesr

I have reviewed your account and it was locked due to a number of critical mismatches.

We then contacted the number you registered and the phone was answered by a lady who told us that she has no knowledge of you. This was then yet another mismatch.

We refunded all your purchases to the credit cards you used.

Regrettably under these circumstances we cannot re-open your account,

Regards

Wim
VP Operations
Fortune Lounge.

 

[juleser]

I don't think you did re-fund everything. I still see the 3 payments totalling £680. Are these being refunded?

If you wish to contact me by telephone kindly contact me by email first so that my wife doesn't need to deal with you.

 

[juleser]

what other mismatches are there?

 

[Nifty29]

We then contacted the number you registered and the phone was answered by a lady who told us that she has no knowledge of you. This was then yet another mismatch.

LOL - you got OWNED!!

I don't think you did re-fund everything. I still see the 3 payments totalling £680. Are these being refunded?

So I can see you have abandoned your argument of innocence.... ...just give me my money back and........

what other mismatches are there?

...tell me what I did wrong so I can scam better at the next casino.

If you wish to contact me by telephone kindly contact me by email first so that my wife doesn't need to deal with you.

Ummm..... is there a reason why your wife doesnt know your name???? You have to be kidding me.

People like you make me want to vomit. People like you are the reason we honest players have to more or less give DNA samples to get a withdrawal nowadays. People like you are the reason we have to wager bonuses 30x instead of 10x. People like you are the reason that people like Seaman have to go through the mincer on the sniff of something awry. Go take a long walk off a short pier.

@Seaman - it sucks what happened but I guess if casinos dont make it strict enough then clever cheats will sneak through, and unfortunately it sometimes catches honest players in the process. As a player, I understand where FL is coming from, and as Wim stated the main issue is that the notification email wasnt sent, which would have prevented much of this situation from unfolding. I have always found FL and Wim to be 100% stand-up operators and I feel confident in saying they would not have locked your accounts without some good reason (at the time). It is likely that if this had happened at many other casinos you may not have had the problem rectified so its probably just as well it was FL.