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Fortune Lounge takes away your loyalty points.

Discussion in 'Online Casino and Poker Complaints - old section' started by Bet it Up, Jan 28, 2005.

    Jan 28, 2005
  1. Bet it Up

    Bet it Up Dormant account

    Location:
    LA
    I get an email every week from fortune Lounge saying "You are eligible for a loyalty payout." I like to save up those points. This week I realized that my balance was going down. I emailed them and got this response,

    I have viewed your account and I see that the point balance has
    decreased due to the fact that points that have not been redeemed for 90
    days were deducted as non- activity.


    Well that sucks. Who knew? It isn't that my account was inactive. I play there very week. It is just that I hadn't claimed the points. It used to be they would put the points in your account automatically every week. I guess they went to this process to squeeze a few more dollars out. Boy have they gone down hill in the last year.
     
  2. Jan 28, 2005
  3. caruso

    caruso Banned User - repetitive violations of 1.6 - troll

    Occupation:
    Casino apologist
    Location:
    England
    That's out of order. It's your money and they have no business removing it.

    Funnily enough, I checked my "Players' Club" account yesterday after several months of not playing at FL and saw my balance at zero. I figured they must have redeemed all my points on some previous occasion, but that there were NONE un-redeemed seemed odd - usually there are a few stragglers in there after redeeming a round figure's worth. It would make sense now that they zeroed out my balance after a long period of inactivity - which is equally out of order.
     
  4. Jan 29, 2005
  5. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    That's absurd since you are still an active player and they should not decrease your points. Try sending an e-mail to This email is not visible to you.. They should be able to help.
     
  6. Jan 31, 2005
  7. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    Bet it Up

    Please mail me your account details and I will investigate the issue.

    Regards

    VP Operations
    Fortune Lounge
     
  8. Jan 31, 2005
  9. halix

    halix Dormant account

    Occupation:
    IT
    Location:
    Germany
    Same "problem" for me.
    My loyalty account decreased from 25$ to 8$ "overnight" - although I play at Fortune Lounge every week.

    Seeing the problem discussed here - saves me an email asking for the reason.

    FL, take back this unnecessary clause. It's not worth the hassle you get from the player now.
    A lot of players (including me) like to collect their comps over a certain time (especially taking into account your not really high comp rate of 0.025%...). There is nothing wrong with it.

    Let your players decide, when they want to cash their comps - or go back to the weekly comp withdrawal.
     
  10. Jan 31, 2005
  11. Vesuvio

    Vesuvio Dormant account

    Location:
    UK
    At least it makes a change from them taking away bonuses :rolleyes:
     
  12. Feb 4, 2005
  13. halix

    halix Dormant account

    Occupation:
    IT
    Location:
    Germany
    fortunelounge CSR - do you want to solve this problem only for players who complain.... - or in general?

    20JAN - 27$
    27JAN - 8$
    03FEB - 5$

    ...without any 'withdrawal'
     
  14. Feb 4, 2005
  15. Dirk Diggler

    Dirk Diggler Dormant account

    Occupation:
    Company Secretary
    Location:
    UK
    The thing is they have the rule in place (which they don't keep a secret - well at least I was aware) where loyalty points are automatically deducted if they aren't redeemed within 90 days.

    When mine were due to expire they sent me an email every day from about 14 days before they were due to expire reminding me - until I redeemed them.

    I'm not saying the rule is correct (in fact I think its stupid), but its not like they're doing things against their rules.

    I for one prefer it compared to the rule where they used to just automatically add them weekly to your primary account.
     
  16. Feb 4, 2005
  17. Gluten

    Gluten Dormant account

    Occupation:
    My Job?
    Location:
    DK
    I remember when I was looking for a "home" casino I looked at the fortune lounge group a great deal, because their comp program was very good. But when I tried to sign-up the web page said I was not eligible for their program since I was "Danish". Sure, my fellow nordic brother do have a bonus-hunter reputation but barring all of them from their comp program seems a little absurd, due to the fact that you actually have TO PLAY reguarly to obtain those comp points! Furthermore they are apparently of a quite sadistic nature - I just got an email from them yesternight (mass-sendout) inquiring why I have not signed up with their comp program yet - Well.....DUH? Atleast they could stop taunting chaps like me! Hahaha :)
     
  18. Feb 4, 2005
  19. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    Bet It Up:

    Research conducted with our Players Club members showed that the vast majority of our Club members preferred being able to redeem their Fortune Points themselves instead of having their points redeemed on their behalf.

    In accordance with the published Players Club Terms and Conditions, any points that are three calendar months old or older, expire.

    Every Fortune Lounge Players Club member is given ample notice via e-mail that x number of Fortune Points are about to expire in x number of days unless they are redeemed. These mails are sent to members 7 days and then 3 days before the expiry of the Fortune Points.

    This information is also available in the Player's Point Statement which can be viewed online in the Fortune Lounge Players Club website.

    VP Operations
    Fortune Lounge
     
  20. Feb 4, 2005
  21. jpsartre

    jpsartre Dormant account

    Location:
    Denmark
    Fortune Lounge:

    We are all aware of the practice regarding comp points. It was even stated in the original post by Bet it Up. I think the question players are asking is why there is such a practice. Why not just let the players decide when they wish to redeem their hardearned comp points?
     
  22. Feb 4, 2005
  23. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    jpsartre:

    Sorry, I did not see Bet it Up mention it in his first post (still don't see it there).

    We used to receive numerous complaints from players about the automatic redemption of points and we conducted a survey to let players decide how they prefer the redemption to happen. This is how they chose by a vast majority.

    Unfortunately, even by going with the majority vote, we will not be able to satisfy everyone.

    VP Operations
    Fortune Lounge
     
  24. Feb 4, 2005
  25. jpsartre

    jpsartre Dormant account

    Location:
    Denmark
    Why would anyone prefer to have their points removed after 90 days if they are not redeemed???

    It's your casino and you can do as you want but it just seem like a rather silly rule. I just don't see the motivation behind it...
     
  26. Feb 4, 2005
  27. Vesuvio

    Vesuvio Dormant account

    Location:
    UK
    This does seem to be the only explanation for the 90-day rule.

    They clearly changed their business plan last year when they altered the wagering conditions. Rather than just making it more difficult to exploit their bonuses, which is fine and understandable, they set out to use them as a trap in the way rogue casinos do, aggressively squeezing out anything they could. Their policy of snatching back a bonus if a player makes a slight mistake in wagering (rather than just returning it to the player's casino balance as other casinos do) is disgraceful - and of course they've completely ignored the comments made about it (& the Neteller 'bonus') months ago, as it's a simple way to increase profits.

    I know this is an old gripe, but it's depressing to see that forums like this seem to have no influence on once reputable casinos/casino groups (Omni is another case in point).
     
  28. Feb 4, 2005
  29. incognito2

    incognito2 Dormant account

    Location:
    San Diego
    Detailed Statement

    I looked at my detailed Fortune Points statement for the first time ever today and saw I had "point reversals". Every month a new collection of points would die a premature death at the tender age of 3 months. I don't like it, but dems da rules I guess.
     

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