Whine and Moan Fortune lounge complaint

[Perez777]

The speech not about * farewell bonuses *.

The speech about that when I played for real money, palmed off on me not a clear bonus which needs to be won back. I rose with 50-100 to $900, 3 scatters in immortal romance.I dropped out chose freespins, noticed that increased 250 * from nowhere*. I guided the cursor at balance, it appeared that it is a bonus. I went to cash desk to put money for a conclusion, but couldn't make it. I came into a chat, the operator told that it is some gift or for participation in tournament (I where didn't participate). He told that this money needs to be won back. Naturally I lost everything.

In the next days I lost $3000 - here I am happy with everything and I blame nobody.

 

[matita]

Hi Perez777

I checked your account and noted that you asked for your account to be locked on 10 October due to you feeling that you were losing too much.

You first requested your account to be locked at 06:17 on 10 October but you accepted a $50 bonus during the chat. Later on the same same day you asked for your account to be locked again and you were offered a bonus of $200 at 19:09 by our agent Pamela which you accepted and it was confirmed that the bonus was in your account before the chat ended. You then asked for your account to be locked again on 11 October and later again asked for it to be unlocked. You received more bonuses from us then and asked for your account to be locked on 12 October again.

I could also not find any mention of your unhappiness as indicated above in any of the 9 chats subsequent to the bonus you received the first time.

If I understand your complaint correctly it seems you are unhappy about bonuses being added to your account without your knowledge which did not happen. If I am incorrect with my interpretation I apologise.

Regards

Wim

It might not be my place to comment on this but is not very nice or even appropriate for a casino rep to discuss these details in public, especially if you are not sure about all the facts yet. I would have looked more professional if you had discussed the details with your client in private and posted the final outcome.

 

[maxd]

It might not be my place to comment on this but is not very nice or even appropriate for a casino rep to discuss these details in public, especially if you are not sure about all the facts yet. I would have looked more professional if you had discussed the details with your client in private and posted the final outcome.

In general your comment is a good one. However in this case the player appears to be using the forums to pressure the casino into giving him what he wants and the casino rep is (probably) calling his bluff. Private discussions are the better way to handle these things but the player has clearly opted to do this in public.

 

[fortunelounge]

The problem seems to be that these were added during play, never a good idea because it can cause problems such as this because one minute the player is playing with cash and no restrictions, and suddenly they become subject to game and bet restrictions, along with a WR from that point.

It would be better to use a system that only adds a bonus when the player is not logged in to a session. Many casinos will use the act of logging on to trigger the instant addition of a bonus. This ensures is appears within seconds, and is thus easy to notice.

One of the problems with the FL system is that there can be a delay between making the claim and the bonus being credited, although it is quite often near instant. In this case, a player would be fully aware that they had made the claim, but when the bonus isn't added straight away, they may decide to play on anyway with their cash balance thinking that their claim had for some reason been declined by the software. If they bust out it's not usually an issue to complain about if the bonus gets added some time later. However, when it's added later when by coincidence the player happens to have done well on cash alone, it can look like a deliberate "spoiler" designed by the casino to lock the player into playing on rather than withdrawing after a decent run. On top of this, a player is stripped of being able to get CS to remove a bonus that has appeared whilst they are engaged in playing because they will be betting at the same time as they notice the balance increase, and their first thought would be that they had just won it from the game. The small number of bets played between the bonus being added and the player noticing are enough to cause CS to say it can no longer be removed so that the player can cash out a decent win.

The other question is how come the player could keep on locking and unlocking the account so easily. This is behaviour that should at least raise a few "responsible gambling" flags, with action being taken to ensure that the player was not unlocking the account due to loss of willpower after having summoned up enough willpower to get it locked.

Hi VWM

The bonuses were added while the player was still on live chat and it was confirmed with him that the account was credited before the chat was ended.

The player did not indicate that he had any gambling g problem when requesting to have the account closed. He was unhappy about not winning. Any indication of a gambling problem would have had his account locked in accordance with our responsible gaming policy.

Regards

Wim

 

[chayton]

I think maybe Max should change the thread title, it doesn't seem like it's the casino group who's being deceptive here.

 

[quber]

Hi VWM

The bonuses were added while the player was still on live chat and it was confirmed with him that the account was credited before the chat was ended.

The player did not indicate that he had any gambling g problem when requesting to have the account closed. He was unhappy about not winning. Any indication of a gambling problem would have had his account locked in accordance with our responsible gaming policy.

Regards

Wim

I checked your account and noted that you asked for your account to be locked on 10 October due to you feeling that you were losing too much.

According to your earlier post the player requested his account to be closed because he felt he was losing too much. That should raise a flag about problem gambling.

To offer a bonus to keep an account open is wrong when he has stated he is losing too much and you are just enticing him to lose more.

 

[Perez777]

I ask that the representative provided all transactions of the account, including awards.

I think, there this bonus will be shown

 

[fortunelounge]

I ask that the representative provided all transactions of the account, including awards.

I think, there this bonus will be shown

I have PM'ed you copies of the chats you had with us.

Regards

Wim

 

[homerbert]

I have PM'ed you copies of the chats you had with us.

Regards

Wim

he ask transactions, not chats, Wim.

 

[Perez777]

homerbert, you to a help to me with the translation? My English isn't so good

 

[homerbert]

homerbert, you to a help to me with the translation? My English isn't so good

шли в лс на русском что перевести. Yes, no problem

 

[vinylweatherman]

I ask that the representative provided all transactions of the account, including awards.

I think, there this bonus will be shown

This will be in Playcheck, under "detailed view".

This will show whether or not a 250 bonus was added whilst the Immortal Romance slot was being played, or whether it was added during a period of no gaming activity, which would presumably be when the player was logged in but otherwise engaged in live chat.

It's possible to get a big hit in the IM free spins, especially on Amber, so maybe the 250 increase was such a hit, but by sheer coincidence a very similar amount to the bonus, so when the player checked the balance afterwards, they connected the 250 bonus balance to the 250 win and assumed it was evidence that a further 250 bonus had been slipped in during play.

The full Playcheck record will tell one all they need to know about the timeline of events here, there is even a code against the credit of a bonus to indicate it's type and source.

 

[Perez777]

I did couple of deposits in Platinum play casino, which i lost. After some time i made another deposit and open slot game 'immortal romance'. I get very lucky streak, and was managed up my balance to about 900$ mark, and at this point of my balance i get freespins feature. *NOW IMPORTANT-MY OWN CORRECTION* Before i choose freespins feature(who played this slot knew that you can choose from 4 different features)my balance became 1150$. I did not understand from where this 250$ appears, but when i touch balance window i saw that this 250$ are added as a bonus. After playing a bit more, i made decision to made withdrawal, but unfortunately i was not allowed to do this due to this bonus. I open live chat, and i was told that this is gift, and i need to make wagering requirements for this gift, before i will be allowed to make withdrawal. THIS IS A PROBLEM!


Sure i lost everything. After this situation i lost 2k$+ more of my money, to this loss i have no any complaints. About bonus after request of closing my accounts - i have no complaints about it, and would like to say thank you to casino management for this bonuses.

 

[dunover]

I did couple of deposits in Platinum play casino, which i lost. After some time i made another deposit and open slot game 'immortal romance'. I get very lucky streak, and was managed up my balance to about 900$ mark, and at this point of my balance i get freespins feature. *NOW IMPORTANT-MY OWN CORRECTION* Before i choose freespins feature(who played this slot knew that you can choose from 4 different features)my balance became 1150$. I did not understand from where this 250$ appears, but when i touch balance window i saw that this 250$ are added as a bonus. After playing a bit more, i made decision to made withdrawal, but unfortunately i was not allowed to do this due to this bonus. I open live chat, and i was told that this is gift, and i need to make wagering requirements for this gift, before i will be allowed to make withdrawal. THIS IS A PROBLEM!


Sure i lost everything. After this situation i lost 2k$+ more of my money, to this loss i have no any complaints. About bonus after request of closing my accounts - i have no complaints about it, and would like to say thank you to casino management for this bonuses.

So you noticed it when it was added, the $250. As you were playing with your own funds of $900 at the time, you could have simply asked CS to remove the bonus. Accredited casinos must remove or allow players to opt out of unused bonuses. If you had got them to remove it, you would have had $800 cash to withdraw, free from any wagering requirements.

 

[chayton]

After some time i made another deposit and open slot game 'immortal romance'. I get very lucky streak, and was managed up my balance to about 900$ mark, and at this point of my balance i get freespins feature. *NOW IMPORTANT-MY OWN CORRECTION* Before i choose freespins feature(who played this slot knew that you can choose from 4 different features)my balance became 1150$. I did not understand from where this 250$ appears, but when i touch balance window i saw that this 250$ are added as a bonus. After playing a bit more, i made decision to made withdrawal, but unfortunately i was not allowed to do this due to this bonus. I open live chat, and i was told that this is gift, and i need to make wagering requirements for this gift, before i will be allowed to make withdrawal. THIS IS A PROBLEM!

Two questions. 1. How long ago did this happen? 2. What do you want the casino to do about it?

 

[homerbert]

So you noticed it when it was added, the $250. As you were playing with your own funds of $900 at the time, you could have simply asked CS to remove the bonus. Accredited casinos must remove or allow players to opt out of unused bonuses. If you had got them to remove it, you would have had $800 cash to withdraw, free from any wagering requirements.

yes and no. For us it is simple, casino should, etc, we know how to deal with accredited guys. For players who never heard about CM and who also not very experienced word from live chat about wagering requirements can be received like a strict rule.

 

[Casinomeister]

Hi guys!

I want to warn people about the Fortune lounge network!


Never play there, stop a choice on giants, such as *32 red* and others better.


I made the deposit to the room * platinum play * and I rose to $900. Here it is unexpected, during a prokrut of the slot (immortal) on the account $250 in the form of a bonus were added! I from anybody didn't ask it! I already used all bonuses on deposits!I because of it couldn't withdrawl money!

The operator in a chat told that it is a gift and a bonus it is necessary to beat off to remove money. Naturally I didn't beat off it, it is the death sentence to my money!
Generally I lost $3000 + there. This beastliness.

Guys, they will make everything that you didn't remove decent money!

Think 100 times before doing here the deposit!



There is one more problem, but it is heavy to me to describe it, my English isn't really good. (I from Russia)

You do understand that gambling is a risk, and the odds favor the house. In other words sooner or later you will lose. This is something you need to accept, and if this is unacceptable then you ought to find another source of entertainment.

From what I understand, you have been accepting bonuses to allow you to play longer with the chance that you might be able to generate a large bankroll that you can withdraw. If you feel you are losing too much then stop playing.

My suggestion for you is to stop accepting and playing with bonuses. Bonuses lock you into a play-through requirement. If you play with your own funds - without any bonuses - you will be able to withdraw large winnings if or when they happen.

Or just say the hell with it and find something else to do. Gambling is not for everyone.