Fortune Lounge Group - resolved

[UKDafoe]

I signed up at 7 Sultans Casino (Fortune Lounge) back in November. I played for a while but eventually stopped and ended up forgetting about the account. They sent me an email a few weeks ago offering me 60% bonus of 120$ on a 200$ deposit to try it again. I redownloaded the software, logged in and found I had about 25$ left from my original deposit. I lost that quickly.

I deposited 200 and was given 120. I then started playing Blackjack. I did well, eventually stopping at around $620. Having done very well, I deposited another 200$ (for another 60% they were offering) and I decided to put two bets of 50$ on 10x Jacks or Better. I had a net return of 10$. I stopped again for a week. Today I logged in and noticed they had *deducted* $120 from my account balance. I spoke to support which told be they did so because they had mistakenly given me the sign up bonus twice. I do not know whether or not they actually did give me the sign on bonus twice. When I began playing blackjack I had a balance of $320, although I suppose it could have been given to me again while I autoplayed a few hands. Regardless, this is an extremely nasty thing for a casino to pull, as casino players, myself included, usually bet based on the amount of money in the account. To falsely inflate a player's balance and then deduct the extra money later can seriously mess with a players betting habits and cause serious losses. I consider myself lucky that I only lost 90$ from this casinos bullshit. I would warn all future players to beware at this casino. They have also been known to take away bonuses on withdrawals even when their own support has confirmed that wagering requirements are met. Below is the dialogue of my discussion with support:

[Connected to 7sr07251271 at 148.85.202.124]
[Connecting to Casino Desk ... Please wait.]
A customer service representative shall be with you shortly, thank you for your patience.
[Connected to Operator Lyndon]
Lyndon: Thank you for contacting The Casino Desk. How may I help you?
7sr07251271: Hi, I was supposed to get a 60% bonus of 120$, but instead $120 was subtracted from my balance.
7sr07251271: The playcheck record gives transaction ######
Lyndon: Hi
Lyndon: One moment please while I check your casino account for you.
Lyndon: I do see the 120.00 that has been deducted.
Lyndon: The bonus that you received was in error.
Lyndon: You received the bonus 2 times.
7sr07251271: What?
7sr07251271: I deposited two days before that
Lyndon: Only one of those bonuses was due to you.
7sr07251271: I didnt get any bonuys
Lyndon: One moment please while I check this for you.
7sr07251271: no problem
Lyndon: Thank you for your patience.
7sr07251271: sure
Lyndon: There was a purchase match promo running between 7 - 13 March and you received the bonus 2 times on that purchase you made.
7sr07251271: I also should have gotten a match for the promo from 14-20th
Lyndon: The you did not receive the promo bonus for the promo running between 14 - 20 March.
Lyndon: I am sending a request to the relevant department to have your account credited with the bonus.
7sr07251271: Thank you
Lyndon: Please allow between 3 -12 hours for the bonus to be credited due to system updates and internal processing.
7sr07251271: Regarding the money that was added and taken away from my account: I think that is very very very dirty trick for a casino to pull, as a players betting depends largely on the amount of money he has. For example, I made two big bets on Video Poker when I thought I had 820$. I do not think I would have done so had I know I only had 700.
Lyndon: I understand, the bonus was credited in error and was therefore reversed.
7sr07251271: That is convenient.
7sr07251271: It is your error, and I paid for it.
7sr07251271: This is not good customer relations.
Lyndon: I understand you are upset but the casino will not compensate you for a decision that you have made.

 

[Dirk Diggler]

If you are unsure whether or not they did give you this bonus twice I would request your logs from customer service.

If it does prove that they did I cannot see what you've got to complain about really. It is as much your responsibiliy as the casino's to keep track of what is happening with your account, and if you've any doubt you can always contact support for clarification.

 

[UKDafoe]

Fortune Lounge was running a promotion during the week that involved giving random customers amounts of credits. I assumed I had been one of the hourly winners and thus thought the entire balance was mine. Why on earth would one think their balance is incorrect.

 

[Dirk Diggler]

That's fair enough for you to think, but if your bank had incorrectly deposited your wages into your bank account twice would you expect that the money in there was yours - and that they were wrong if they took it back?

 

[Black21Jack]

First of all I don't think we need to 'watch out' for Fortune Lounge as your title suggests, they are great, especially when it comes to customer service. Secondly a mistake is not a 'dirty trick' as you put it. They made a mistake. Shit happens, I am sure you are not perfect. The last post by Dirk is exactly right. Players want to take advantage of casino mistakes because it is a non regulated industry. If the bank f'ed up you would just accept it when they fixed the mistake, which right and fair. I see no difference.

 

[UKDafoe]

I think you both need to take another look into the intent of my message. I did not tell people not to play at Fortune Lounge, and nor did I say I am trying to get back the bonus they gave me twice.

My point in posting this is to document their action to make sure they dont do this on a regular basis. Additionally, considering a history of taking away bonuses after their own support has verified meeting of wagering requirements, I think it is at least possible that they could indeed be pulling "tricks" like this, although again, I did not say they actually are.

 

[fortunelounge]

UKDafoe: Please mail me your details and I will have a look at your account.

vpops@fortunelounge.com

VP Operations
Fortune Lounge

 

[trick]

That's fair enough for you to think, but if your bank had incorrectly deposited your wages into your bank account twice would you expect that the money in there was yours - and that they were wrong if they took it back?

Actually there has just been a case like that in Denmark. An employee was paid too much several times and didn't notice thus spending the money. The money was then withdraw by the employer, leaving a serious hole in the employees account.

Court ruled that because it wasn't possible to clearly see from the statement that the amount paid was not correct, the employee was without fault and could keep the money (seeing that it was already spent and it would otherwise screw up his/her economy).

Things are not always as obvious as they seem....

 

[chuchu59]

Actually there has just been a case like that in Denmark. An employee was paid too much several times and didn't notice thus spending the money. The money was then withdraw by the employer, leaving a serious hole in the employees account.

Court ruled that because it wasn't possible to clearly see from the statement that the amount paid was not correct, the employee was without fault and could keep the money (seeing that it was already spent and it would otherwise screw up his/her economy).

Things are not always as obvious as they seem....

If you had been paid your wages twice or even several times it would have been too obvious not to notice. However,its a totally different story if each time you are paid 5-10% more. It is possible not to notice the difference.

 

[fortunelounge]

UKDafoe:

Please send me your details. I would like to reply to your post.

VP Operations
Fortune Lounge

 

[UKDafoe]

My user name is in the first post....Again, Im not trying to get back that 90$, as If I had won I would not want to give it back. I just want to keep you guys honest.

 

[fortunelounge]

UKDafoe: My apologies. I should have seen it there.

The extra $120 that was added to your account was an honest administrative error and it was reversed as soon as we became aware of the error. Mistakes do happen from time to time and we sincerely apologise for the inconvenience.

There was certainly no intention to "falsely inflate" your credits. We do not operate in this manner.

VP Operations
Fortune Lounge

 

[Nifty29]

I had a similar experience once with FL - I received a $50 bonus twice, except in my case:

1. I Waited for Playcheck to update (about 45 minutes) to check what it was, and

2. I Emailed FL when I realised their mistake so they could remove it.

The whole situation was settled in less than an hour, and I could go ahead and play without any hassles.

It just doesnt make sense to go ahead and play when you arent 100% sure - the first rule of logic is to never assume anything.

Ive been playing at FL for over 5 years and I can tell you they are the best Casino Group around, both in payouts and service. It was unfair to put 'watch out' in the subject of your post.