Fortune Lounge(Havana Club) Holding Funds

[gigadonk]

Hello,

I am posting this as a last resort after trying and failing to receive a response from Fortune Lounge on this issue.

The Problem:
A few weeks ago I created an account with Havana Club and received their initial deposit bonus.

When I signed up, the T&C's stated that the wagering requirement was 15x(Deposit + Bonus). It also stated that 50-play Aces and Faces was an allowed game for 100% of the WR.

I played through all of the WR with pai gow, and 50-play Aces and Faces video poker.

I completed all of this before they modified their T&C's.

However, by the time I went to cash out, they had changed their T&C's to 20x instead of 15, and disallowed Aces and Faces 50-play.

When I spoke with support two weeks or so ago (for about 2 hours), they informed me that I had not met the WR and that I was subjected to their new rules. I was told that under no circumstance would I be held to the initial T&C's I had agreed to and signed up under.

Clearly I thought this to be very poor business practice. For instance, what would keep them from changing the T&C yet again before I cash out, only to say "Oh, now pai gow isn't allowed, and the new WR is 50x(D+B).

But live chat stuck to me not being able to withdraw.

I have since emailed support probably 7 times with no response.
After reading several threads here, i also emailed VPOPS a number of times, and received no response.
I have also sent the FL rep a private message through this forum, with no response.

In addition, there is a thread in this forum, with a very similar situation, in which the Fortune Lounge representative responded that that player, along with others with similar problems, would be held to the T&C's under which they deposited and played through.

I would like to finally have this issue resolved. I am not so much concerned with the actual money, as it is not much. But I do not like the thought of a company cheating me out of my money.

 

[gigadonk]

I figured I would post this thread and try to get a response from the Fortune Lounge rep, before submitting to Tex Rees at eCOGRA or CM's PAB.

 

[mary]

Posting on a public forum should be your last resort, not your second resort. PAB first.

 

[dominique]

I completed all of this before they modified their T&C's.

However, by the time I went to cash out, they had changed their T&C's to 20x instead of 15, and disallowed Aces and Faces 50-play.

When I spoke with support two weeks or so ago (for about 2 hours), they informed me that I had not met the WR and that I was subjected to their new rules. I was told that under no circumstance would I be held to the initial T&C's I had agreed to and signed up under.

Clearly I thought this to be very poor business practice. For instance, what would keep them from changing the T&C yet again before I cash out, only to say "Oh, now pai gow isn't allowed, and the new WR is 50x(D+B).

Sure sounds familiar to me!!

 

[gigadonk]

Posting on a public forum should be your last resort, not your second resort. PAB first.

I know that CM would rather have someone first go through eCOGRA for FL casino's.

Also, the FL rep on this site seemed to promptly resolve issues from the threads I have read, so I figured it would be easier and quicker than filing an eCOGRA complaint.

 

[jetset]

Lodge an online complaint with eCOGRA.

This is a seal casino, and the FGA at eCOGRA usually turns complaints around in something like 48 hours.

It is not just a case of getting you paid - it is important that eCOGRA know what their seal casinos are doing, especially when it comes to accusations of retroactive T&C application, and non-responsive Support and Customer Relations.

 

[gigadonk]

will do jetset. i believe i will give jeremy or whomever the FL rep at the moment is, until monday to address this issue. if they continue to fail, then I shall file with ecopra. thanks.

 

[GOCC]

I have been asked to post on here by someone who PMd me on another forum

He joined Portune Room, deposited, claimed the bonus, wagered and withdrew.

He did not meet the WR.

He had his deposit returned and the remaining balance of $1500 confiscated. FR do not deny that he has only made the one withdrawal. He phoned and spoke to someone who said it has been a senior management decision. He refered them to the T&Cs that said you are allowed one withdrawal and they would return the bonus back to the account.

They said there was another T&C that superceed this that basically said they can do what they want.

He doesnt want to PAB as he lost all faith in Jeremy as there rep on here, so he has set up 2 computers on 2 different phone lines to telephone their freephone number 20,000 over the next 3 days. He reckons that should come to $1500 in costs.

 

[Casinomeister]

I have been asked to post on here by someone who PMd me on another forum...

I wouldn't do someone else's dirty work. If your friend has a issue, he should use the channels available and lodge his complaint instead of resorting to childsplay.

Anyway to everyone else; here is the order of precedence that one should use when it comes to complaining at FL

1st level: Wim. He's back, but still dealing with jetlag.
2nd level: eCOGRA
3rd level: me
4th: post the complaint

It seems as though most people have this backwards. eCOGRA won't deal with you if you've been posting on the boards, and the same goes for me unless the postings haven't been tactless.

 

[GOCC]

CM

It was not meant to be an indicement of anyone, in fact, if you look at my posts, I have nothing but admiration for John of Belle Rock for how he dealt with my issue.

I just received this message from him, I replied have you tried Casinomeister and he said he wasnt a member and after seeing that Jeremy had posted what he had and Fl had basically gone behing his back, he couldnt see the point.

Will advise him of what you say though

 

[fortunelounge]

gigadonk: Please mail me your details so I can look into your issue. As I have just returned to the office, I will find out how the wagering requirements were applied.

GOCC: Your friend did indeed phone our Call Centre some 20 odd times but, as we supplied his number to our phone carrier, the calls are for his own account. He seriously abused our bonus and he knows it.

VP Operations
Fortune Lounge

 

[GOCC]

He seriously abused our bonus and he knows it.

VP Operations
Fortune Lounge

Has he abused the bonus or did he take advantage of your T&Cs. 2 Very different scenarios

 

[fortunelounge]

Has he abused the bonus or did he take advantage of your T&Cs. 2 Very different scenarios

It does not matter how creative you try to be with your wording. As you have already admitted in your PM to me that your "friend" and yourself are the same person, you are well aware of what you attempted to do. You also received your purchases back.

I am not prepared to entertain any of your posts any longer due to your attempts to harass our Call Centre with calls aimed at incurring a cost on our behalf for the money you did not receive. Not only did you place extra pressure on our staff who are there to deliver a service to legitimate, valued players but you also created delays for our players.

You are welcome to go and play your childish games elsewhere.

VP Operations
Fortune Lounge

 

[GOCC]

It does not matter how creative you try to be with your wording. As you have already admitted in your PM to me that your "friend" and yourself are the same person, you are well aware of what you attempted to do. You also received your purchases back.

I am not prepared to entertain any of your posts any longer due to your attempts to harass our Call Centre with calls aimed at incurring a cost on our behalf for the money you did not receive. Not only did you place extra pressure on our staff who are there to deliver a service to legitimate, valued players but you also created delays for our players.

You are welcome to go and play your childish games elsewhere.

VP Operations
Fortune Lounge

I would STRONGLY suggest you go back yo your Inbox, read the PM again and then come back on here and publically appologies to me that you are WRONG. I am NOT the person who is dealling with your casino. We are not even the same sex.

I have forewarded my PM to you to Casinomeister as you have come on here and discredited me by saying I am commiting Player Fraud. Casinomeister even PMd me to warn me off, which was obviously based on your accusations which are lies.

I will give you 24 hours to appologies on this thread, if you dont, i will just post the PM on here and let the community decide if I am the same by what I wrote.

 

[gigadonk]

my matter has been adequately and finally settled. thanks for the help.

 

[GOCC]

While I am not going to enter into a slanging match on the forum, my friend is not stupid. unfortunately, whoever wrote your terms and conditions obviously are.

How you will supply his number to anyone I dont know as he has blocked his CLI (Customer Line Indicator) so you are unable to see it. Also, I know this for a fact, he has been using public phone boxes as well so how would they charge him.

When you came on the forum and said you were allowed *************************************************************************************** Any one with an IQ higher than a flea could have worked it out.

Maybe the blame should be aimed at your management team who word/impliment these conditions.

For your information, I have NOT played this bonus with you


GOCC

Right, above is the exact PM I sent Fortune Room. I gave him/her a chance to come on here and appologies but they chose not to. The bit that is asterixed out is the bit that explains the error in their system.

I forewarded the above to Bryan as proof as what I said is true, and as you can all see, no mention is made of me being my friend anywhere.

Fortune Room, seeing as you came on here saying I was commiting fraud, I will state some facts of my own.

YOU are a Liar

On another note FR, if I am a fraudster, why would I PM another casino operator to tell him that 70 had been put in my account in error, and to his good CS, he said I could keep it. Proper casino with Proper T&Cs

 

[GOCC]

Just thought I would pop this back up so FL dont think I havz forgotten about it