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Fortune Lounge has confiscated my money!

Discussion in 'Online Casino and Poker Complaints - old section' started by Niels, May 17, 2004.

    May 17, 2004
  1. Niels

    Niels Dormant account

    Location:
    Denmark
    I recently played their promotion offer at Platinium Play. I purchased 50$ and recieved 110$ in bonus. For danish players the wager requrement is 20 X deposit+bonus 20X (110+50) = 3200 and one of the only games that we can play is deuces wild video Poker.

    I wagered 3376 and had 295$ on my account. I went to the livechat just to make sure that I could withdraw my money, and I was told that I needed to wager aprox. 300 more. Apparently I had recieved a 5$ neteller bonus which had to be wager 550 (10 X deposit + neteller bonus)

    I thought 550 was a bit too much for a 5$ bonus so I asked the livechat to remove the bonus. That was ok, and he said that he would remove the bonus and that I could feel free to cash in my winnings. So I cashed out 290$ and left 5$ which later were removed.

    2 days after I recieved 180$ to my Neteller. I went to their live chat and started speaking with "Rudy" and he told me:
    "The 110$ was forfeited as wagering requirements werent met"

    I explained him the situation and he admitted that it had to be be a misunderstanding. He said that would contact their e-cash company to find out. I was told that I would be contacted later today. I still havent heard from them...

    Not only were my money confiscated, but they didnt even send me an email to inform me about the matter. I had to find out myself contacting them on live-chat:..???

    Most casinos would return your money to your account if the case was that you hadnt met the wager requirement. The Golden Riviera casino group does that all the time no matter how much you have played....But at least they send you an email that it has been done. THey dont just confiscate your money without informing you, how rude is that!!??
     
  2. May 17, 2004
  3. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    Niels:

    Please mail me with your account details.

    Players are informed by e-mail every time bonuses are added to their accounts. When players do not meet the wagering requirements on cashing in they are also informed of it by e-mail.

    If you mail me at This email is not visible to you., I can investigate your account and also check whether the applicable correspondence was sent to you.

    VP Operations
    Fortune Lounge
     
  4. May 17, 2004
  5. Niels

    Niels Dormant account

    Location:
    Denmark
    I have sent that to you now
     
  6. May 17, 2004
  7. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    Niels:

    As per my e-mail, the $110 was already credited back to your account yesterday.

    I will find out why you did not receive the bonus forfeit mail.

    Our apologies for the inconvenience.

    VP Operations
    Fortune Lounge
     
  8. May 17, 2004
  9. jpm

    jpm Dormant account

    Why different w/r for Danes still??

    Wim or Chad (not sure which of you answered Niels),

    Since the whole Danish player fraud idea has been shown to be just a scam perpetrated by some unscrupulous RTG casino group, why do you continue to require Danish players to wager more than anyone else in the world. This has NEVER made any sense to me at all. Do they have some genetically predisposed advantage over the rest of us by virtue of being Danish? :confused:

    The original reason given was something about a high percentage of CC fraud coming from Denmark, but how would increase wagering requirements curtail this activity?? Making Danes play more doesn't decrease fraud, it only decreases their chances of cashing in after making a fraudulent deposit. Since identity confirmation is required prior to cashins being processed, this should uncover any fraudulent activity and again the amount of wagering wouldn't factor into anything.

    I think its about time for the reputable casino groups to remove this ridiculous condition, unless there is some articulable reason to keep it there.
     
  10. May 17, 2004
  11. kniepm

    kniepm Dormant account

    I believe the Danes have an extra bone in the wrist which makes mouse clicking come more naturally for them.
     
  12. May 18, 2004
  13. Dirk Diggler

    Dirk Diggler Dormant account

    Occupation:
    Company Secretary
    Location:
    UK
    They've just confiscated money from my cashin as well (this has happened several times - each time they have eventually admitted they were wrong and returned it) without sending an email to let me know.

    I cashed out 239 from Vegas Villa but only received 199. I contactd them to ask why and it turns out I hadn't met the wagering requirements for a previous offer I'd lost everything on (400 of my own money plus a 40 bonus - that they've taken off this cashin).

    I really don't understand why they're making so many mistakes for any other reason than the 'insurance claims' argument put forward in this forum previously.

    Even VIP support aren't any help - they just tell you any old cr*p to try and get you to go away.
     
  14. May 18, 2004
  15. jpm

    jpm Dormant account

    Ah, so THAT's the reason! :lolup: :lolup:
     
  16. May 18, 2004
  17. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    Dirk Diggler: Please mail me your account details and I will look at it. The cash-ins have to be checked manually and it is quite possible for mistakes to happen. The important thing is to get the issues resolved as quickly as possible (and to try preventing them from happening again)

    You will also note that I have added my mail address to our websites for unresolved queries. These receive priority attention after I have received them.

    jpm : Good point, well taken. We will certainly look at the Danish issue again.

    Wim
    VP Operations
    Fortune Lounge
     
  18. May 18, 2004
  19. jpm

    jpm Dormant account

    Thanks Wim, I look forward to your findings on this Danish issue.
     
  20. May 18, 2004
  21. caruso

    caruso Banned User - repetitive violations of 1.6 - troll

    Occupation:
    Casino apologist
    Location:
    England
    Danes seem to have a higher proportion of bonus-orientated players than other nations, so to make the bonus requirements more stringent for those players isn't unreasonable. Everything else- denying winnings and locking accounts because of "fraud" (ie. "winning") - is bullshit. However, the bonus requirements are fair enough to my mind.

    Abject apologies to my one or two Danish buddies, particularly Jydemann. :)
     
  22. May 18, 2004
  23. jpm

    jpm Dormant account

    You really think they have more bonus hunters that us greedy americans?? I would think we had them beat by a mile.
     
  24. May 18, 2004
  25. caruso

    caruso Banned User - repetitive violations of 1.6 - troll

    Occupation:
    Casino apologist
    Location:
    England
    Not actually more players, but the ratio of skillful players to the overall gambling public is evidently less casino-friendly over there.
     
  26. May 19, 2004
  27. trick

    trick Dormant account

    It is REAL annoying to be a dane in the world of online casinos and I believe the special wagering requirements actually increase bonushunting, because there are so few bonuses worth taking for danes..
     
  28. May 19, 2004
  29. La$$eB

    La$$eB Dormant account

    Location:
    Denmark
    Its pure Harassment!!! I just started dating a mexican girl, maybe I should really change my nationality....
     
  30. May 19, 2004
  31. jpm

    jpm Dormant account

    I don't think nationality matters, I believe it applies to players IN Denmark, not necessarily Danish players anywhere. Which makes the whole thing even more ridiculous.
     
  32. May 19, 2004
  33. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    Can you please mail me your details as I am eager to get to resolve your issue.

    VP Operations
    Fortune Lounge
     
  34. May 19, 2004
  35. caruso

    caruso Banned User - repetitive violations of 1.6 - troll

    Occupation:
    Casino apologist
    Location:
    England
    Particularly in regard to this remark:

    Such as? The ONE occasion I had the problem of a freebie being removed incorrectly I had it resolved within about two minutes of contacting CS. It was around the time they changed the rules, so it was an easy mistake to make. I've never personally had the impression of a FL support rep talking "crap", nor that I was regarded as anything less han an valued customer.

    I really question the motivation behind this constant FL bashing. It seems the better the service a group provides, the more a select few manage to find excuses to grumble.

    Hang in there, FL, and keep up the good work.
     
  36. May 19, 2004
  37. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Ditto on that.
     
  38. May 19, 2004
  39. Dirk Diggler

    Dirk Diggler Dormant account

    Occupation:
    Company Secretary
    Location:
    UK
    Hi,

    Thanks for the offer but it's already been sorted :thumbsup:
     

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