I see another poster had a similar experience to mine with Fortune Lounge... coincidentally (or not) we share the same first name and the same country. Other than that, we are not related. Since his issue has been resolved, I think it is better to open a new thread.
I've been an online casino player since I open my CM account (over 5 years ago), and within the last year I mainly played at Fortune Lounge, pretty consistently.
First request for account verification was sent in January this year. This is the only time I received an e-mail asking for verification documents (all other times I had to find out on live chat after payment delays). At that time I sent them copies of my driving license and bank statement... everything was fine. Got paid, no problem.
Then in May they asked for photo of me holding the identification document and an updated proof of address... complied again. Got paid, no problem.
One week ago I was asked for another set of documents: a form of ID (other than driving license) and utility bill (other than bank statement). I sent them my national ID card and my mobile phone bill, but this time my withdrawal remained pending.
Yesterday I came back on live chat to ask if everything is fine and I've been told they now require an ISP (internet service provider) statement. I then asked what is this document exactly and they said it comes together with the bill and it must show my internet activity(!) I replied that the bill does not include such a statement, moreover, this document is addressed to the apartment owner, who is my father. Even so, I've been told they still need it.
I tried to argue that this document involves a third party, who has nothing to do with my online gaming, and that my account has been over-verified with 2 forms of ID, 2 different utility bills, photo etc... it's not like I couldn't provide them with confirmation of all the account details. Their terms even list eligible verification documents:
To this they replied quoting the following term:
...and added that without ISP statement, "there will be no withdrawals processed on your account."
I leave it up to you to decide what relevance term 8.3 has for their request.
Anyway, I got home yesterday afternoon, searched for a recent internet bill, I photographed and sent it, even though I don't think it shows what they're asking, but that's the only correspondence I receive from the ISP.
Shortly after that I got a phone call to confirm if I play only from home. I said I play from home and from work also (during lunch breaks), but this doesn't matter since I use the same personal laptop. Even though it was Friday evening, the agent asked me why it took so long for me to answer (the connection failed a couple of times before finally managing to start talking) and if the phone no is personal or from work, even though my number shows on the mobile telephone bill I sent them recently (basically they have proof for every account detail). He continued to ask me if I know anybody else from work or at home who plays online or saw me playing or if I let anybody gamble with my money (!?) Of course that's out of the question!
I've then been informed that I will get an update on Monday, when the 'player security' department returns.
I have naver been put through this before, I am surprised and disappointed. Fortune Lounge appeared to be one of the more reputable places to play, I was pretty much a regular there, and this withdrawal (like others) did not include bonus play.
I've been an online casino player since I open my CM account (over 5 years ago), and within the last year I mainly played at Fortune Lounge, pretty consistently.
First request for account verification was sent in January this year. This is the only time I received an e-mail asking for verification documents (all other times I had to find out on live chat after payment delays). At that time I sent them copies of my driving license and bank statement... everything was fine. Got paid, no problem.
Then in May they asked for photo of me holding the identification document and an updated proof of address... complied again. Got paid, no problem.
One week ago I was asked for another set of documents: a form of ID (other than driving license) and utility bill (other than bank statement). I sent them my national ID card and my mobile phone bill, but this time my withdrawal remained pending.
Yesterday I came back on live chat to ask if everything is fine and I've been told they now require an ISP (internet service provider) statement. I then asked what is this document exactly and they said it comes together with the bill and it must show my internet activity(!) I replied that the bill does not include such a statement, moreover, this document is addressed to the apartment owner, who is my father. Even so, I've been told they still need it.
I tried to argue that this document involves a third party, who has nothing to do with my online gaming, and that my account has been over-verified with 2 forms of ID, 2 different utility bills, photo etc... it's not like I couldn't provide them with confirmation of all the account details. Their terms even list eligible verification documents:
1.6.4.2.1. most recent bank statement for the bank account from which your wagers have been paid;
1.6.4.2.2. driver's license;
1.6.4.2.3. social security card or a similar document containing a photographic identification of you;
1.6.4.2.4. current and valid passport; or
1.6.4.2.5. utility bill (e.g. gas, water, telephone etc) bearing your name and your address registered with us.
To this they replied quoting the following term:
8.3 You (the Player) are solely responsible for any telecommunications devices, networks, GPRS, Internet access services and other consents and permissions required in connection with your use of the Casino.
...and added that without ISP statement, "there will be no withdrawals processed on your account."
I leave it up to you to decide what relevance term 8.3 has for their request.
Anyway, I got home yesterday afternoon, searched for a recent internet bill, I photographed and sent it, even though I don't think it shows what they're asking, but that's the only correspondence I receive from the ISP.
Shortly after that I got a phone call to confirm if I play only from home. I said I play from home and from work also (during lunch breaks), but this doesn't matter since I use the same personal laptop. Even though it was Friday evening, the agent asked me why it took so long for me to answer (the connection failed a couple of times before finally managing to start talking) and if the phone no is personal or from work, even though my number shows on the mobile telephone bill I sent them recently (basically they have proof for every account detail). He continued to ask me if I know anybody else from work or at home who plays online or saw me playing or if I let anybody gamble with my money (!?) Of course that's out of the question!
I've then been informed that I will get an update on Monday, when the 'player security' department returns.
I have naver been put through this before, I am surprised and disappointed. Fortune Lounge appeared to be one of the more reputable places to play, I was pretty much a regular there, and this withdrawal (like others) did not include bonus play.
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