Fortune Lounge has confiscated my money!

Niels

Dormant account
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!!??
 

fortunelounge

Dormant account
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 vpops@fortunelounge.com, I can investigate your account and also check whether the applicable correspondence was sent to you.

VP Operations
Fortune Lounge
 

fortunelounge

Dormant account
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
 

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.
 

kniepm

Dormant account
jpm said:
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:
I believe the Danes have an extra bone in the wrist which makes mouse clicking come more naturally for them.
 

Dirk Diggler

Dormant account
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.
 

fortunelounge

Dormant account
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
 

caruso

Banned User - repetitive violations of 1.6 - troll
jpm said:
Do they have some genetically predisposed advantage over the rest of us by virtue of being Danish? 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.
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. :)
 

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.
 

caruso

Banned User - repetitive violations of 1.6 - troll
Not actually more players, but the ratio of skillful players to the overall gambling public is evidently less casino-friendly over there.
 

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..
 

La$$eB

Dormant account
Its pure Harassment!!! I just started dating a mexican girl, maybe I should really change my nationality....
 

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.
 

fortunelounge

Dormant account
fortunelounge said:
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.
Can you please mail me your details as I am eager to get to resolve your issue.

VP Operations
Fortune Lounge
 

caruso

Banned User - repetitive violations of 1.6 - troll
Particularly in regard to this remark:

Dirk Diggler said:
Even VIP support aren't any help - they just tell you any old cr*p to try and get you to go away.
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.
 

Casinomeister

Forum Cheermeister
Staff member
caruso said:
...
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.
Ditto on that.
 
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