Fortune Lounge group withdrawal limit.

[chayton]

So I noticed that Bryan shows that the Fortune Lounge group has withdrawal limits of $5000 per week and was looking at one of the Fortune Lounge casino websites trying to find that information and couldn't. So I jumped on chat to ask if in fact they did, where I would find it on the site.

I don't want to bash on FL because they've always been a favorite of mine, but there were two things that the chat rep told me that I found disturbing. This is the relevant part of the chat, the issues that I have are marked in red.

Cindy: and the last question was do you have withdrawal limits? like players can only withdraw a certain amount weekly or monthly?
Joy: on weekends it will take longer
Cindy: hello?
Joy: I will be right with you.
Cindy: thanks
Cindy: I thought we got disconnected
Joy: yes we have a withdrawal limit
Cindy: where is that posted on the website?
Cindy: I looked through the terms and the banking section and didn't see anything
Cindy: where can I find that?
Joy: its not placed on the terms on condition as its not a set rules as it might change
Cindy: hmm ok can you tell me what the limit is?
Joy: the limit will be 5000 per week
Cindy: but that doesn't apply to progressive wins, right?
Joy: the limit that you have is specific to your region in Canada
Joy: is there anything else i can help you with
Cindy: just that last question, the limit doesn't apply to progressive wins right?
Joy: yes its also applies to that

So the first thing is that they have a withdrawal limit but it doesn't say that they do anywhere on the website. That doesn't seem right to me. The second thing is that she said it also applies to progressive wins - which is really not right if it's true.

I'm hoping that the FL rep can clarify this?

 

[maphesto]

Quite alarming, that's for sure. I can't imaging support staff making things up. Progressives in chunks?

 

[The Dude]

Joy must be confused. I don't think any MGS casino is allowed to pay out progressives in chunks. I'll be looking into this first thing Monday.

 

[chayton]

The other thing I'm not feeling good about is that they have this withdrawal limit but it's not advertised or mentioned anywhere - unless Joy was also confused about that and it's really there somewhere.

I don't care about the limit as long as it doesn't apply to progressives. After all, $5K a week isn't chump change, and you could get a fair sized win in a couple of months...but I still think that if a casino has a limit, they should have to mention that they have a limit so people can see it before they sign up instead of finding out by accident like I did, or even after they win something.

 

[aceking123]

hmmm interesting ive kinda found them ok sometimes late payments by one day but i dont get any problems with them hope this is an over look on there part )

 

[wobble33]

hi guys

I believe euro palace is now fortune lounge, and they do have this in the terms and cons...
19. If you request a withdrawal of an amount that is five times or more than your lifetime deposits across all Fortune Lounge casinos, the withdrawal amount will be released in lots of up to 5,000 credits per week. The remaining amount will remain in your account until you are eligible for a further withdrawal. Any deposits made after the date of withdrawal will not be included in this calculation. This clause will be applied at the discretion of the casino management. Wins from progressive games are exempt from this clause

so it looks like it is 5k a week but progressives you get the lot...

 

[dunover]

The chat was just a case of the CS agent ad-libbing and guessing at stuff they don't normally get asked about. It contradicts their own T&C's as I'm sure the rep with confirm, after he has offered the CS agent 'extra coaching'....

 

[chayton]

The chat was just a case of the CS agent ad-libbing and guessing at stuff they don't normally get asked about. It contradicts their own T&C's as I'm sure the rep with confirm, after he has offered the CS agent 'extra coaching'....

I think you might be right, there were lots of delays through the chat so she was busy and probably just wanted to get rid of me so just said the first thing that came into her head.

 

[Simmo!]

I can only think this is a legacy term from Euro Palace as I have made withdrawals greater than that in the past before with absolutely no issues whatsoever.

 

[chayton]

I can't remember which casino the chat was from because I was looking at several of the FL websites - I assumed it would be on the email but it isn't. But it was either 7Sultans or Vegas Palms....I'm pretty sure it was Vegas Palms.

I suppose Simmo if you played a lot maybe you weren't over the 5x deposits over all the casinos?

Anyhow no use speculating I guess, wait and see what Wim says about it.

 

[fortunelounge]

Hi everyone

This is clearly a case of an agent needing a lot more "extra coaching" and we will certainly deal with it.

The weekly pay-out limit is only applicable to withdrawals where the withdrawal exceeds five times the limit of lifetime deposits across ALL Fortune lounge casinos. This does not apply to progressive wins at all.

The terms is contained on all Fortune Lounge casinos under "Promotional Terms and Conditions, clause 19, which reads:
"If you request a withdrawal of an amount that is five times or more than your lifetime deposits across all Fortune Lounge casinos, the withdrawal amount will be released in lots of up to 5,000 credits per week. The remaining amount will remain in your account until you are eligible for a further withdrawal. Any deposits made after the date of withdrawal will not be included in this calculation. This clause will be applied at the discretion of the casino management. Wins from progressive games are exempt from this clause. "

We sincerely apologise for the incorrect information passed on.

Regards

Wim

 

[vinylweatherman]

Hi everyone

This is clearly a case of an agent needing a lot more "extra coaching" and we will certainly deal with it.

The weekly pay-out limit is only applicable to withdrawals where the withdrawal exceeds five times the limit of lifetime deposits across ALL Fortune lounge casinos. This does not apply to progressive wins at all.

The terms is contained on all Fortune Lounge casinos under "Promotional Terms and Conditions, clause 19, which reads:
"If you request a withdrawal of an amount that is five times or more than your lifetime deposits across all Fortune Lounge casinos, the withdrawal amount will be released in lots of up to 5,000 credits per week. The remaining amount will remain in your account until you are eligible for a further withdrawal. Any deposits made after the date of withdrawal will not be included in this calculation. This clause will be applied at the discretion of the casino management. Wins from progressive games are exempt from this clause. "

We sincerely apologise for the incorrect information passed on.

Regards

Wim

It's still an unfair term as KYC procedures should be enough to deal with the money laundering aspects involved. As the games are random, a player could get lucky early on and suffer a wait of several weeks for their money, whereas another player who gets lucky after having played a while (like myself), will get paid in one go.

A new player at FL is not necessarily new to the industry, and may be put off by being affected by this limit, yet not affected elsewhere. This might discourage a regular player from trying out a new casino where they are already enjoying payment in full whatever the amount at their regular haunts. Such a term is more likely to hit a high roller, as a low roller may well win more than 5x their gross deposits, but the amount will still be below 5K so won't notice any effect from such a term.

As also illustrated, such a limit can also get summarised on affiliate or review sites promoting the casinos, which can also put players off. Certain operators have given instalment plans a bad name, so seeing such a term can worry some potential players. Regular players do not expect to see such instalment terms at a Microgaming casino, even though it is common across operators of "lesser" softwares that appear to take on less well funded operations that rely on the use of instalment plans to assist with cash flow.

 

[Simmo!]

.. A new player at FL is not necessarily new to the industry, and may be put off by being affected by this.

I think that's a fair point. Just an FYI really but if I had seen that T&C, as a relatively high roller, I probably would have been put off depositing to be honest. I know now, having played there, that actually they treat VIP players extremely well so the "discretionary" part may come in to play but IMO, this term would better serve the casino if it only applied to bonus play.

 

[vinylweatherman]

I think that's a fair point. Just an FYI really but if I had seen that T&C, as a relatively high roller, I probably would have been put off depositing to be honest. I know now, having played there, that actually they treat VIP players extremely well so the "discretionary" part may come in to play but IMO, this term would better serve the casino if it only applied to bonus play.

It shouldn't apply to ANY play. It should be possible to audit play in the same timeframe for compliance with the terms regardless of the amount of deposits and withdrawals. The same with KYC for a new player. It seems odd that they would pay the first 5000 if they had not completed KYC or audited the play.

It effectively criminalises new players who happen to hit big on RANDOM games, yet they have done nothing wrong, merely been lucky that the RNG delivered that result when it did, rather than after many sessions of play. Each bet is equally likely to result in "the big one", so players who hit it early should not be treated any different to those who hit it when it is "due" statistically. This term also refers to past sessions at different casinos in the group. This should have zero influence on the current session that generated the big win, so should not be a factor in determining how fast payment is made.

 

[chayton]

Hi everyone

This is clearly a case of an agent needing a lot more "extra coaching" and we will certainly deal with it.

The weekly pay-out limit is only applicable to withdrawals where the withdrawal exceeds five times the limit of lifetime deposits across ALL Fortune lounge casinos. This does not apply to progressive wins at all.

The terms is contained on all Fortune Lounge casinos under "Promotional Terms and Conditions, clause 19, which reads:
"If you request a withdrawal of an amount that is five times or more than your lifetime deposits across all Fortune Lounge casinos, the withdrawal amount will be released in lots of up to 5,000 credits per week. The remaining amount will remain in your account until you are eligible for a further withdrawal. Any deposits made after the date of withdrawal will not be included in this calculation. This clause will be applied at the discretion of the casino management. Wins from progressive games are exempt from this clause. "

We sincerely apologise for the incorrect information passed on.

Regards

Wim

Thank you for the clarification Wim. So does this $5000 limit only apply if you've taken a bonus or does it also apply to people who've deposited and played with their own money?

EDIT: Sorry the reason I'm asking is that if it applies to players who don't play with bonuses, chances are they wouldn't see this because it's in the promotional terms and not in the general terms or in the banking information.

 

[Jasminebed]

The term says UP TO $5,000. It doesn't say $5K. If I deposit $20 to try out the casino, does this mean I can be capped at $100 per week? I realize the casino discretion is probably just gonna pay me if I win $400, and not alienate a new customer, or we'd hear more grumbles. But I do think that wording of the term could be open to that interpretation.

To say wins that exceed $5k, are subject to a weekly max is perhaps more in keeping with policies elsewhere. If the total of your deposits exceed 1K, weekly max is increased to 5x your lifetime deposits would keep higher rollers and regular players content I would hope.