Bonus Complaint Fortune Lounge turns a 200% bonus into a 20%.

[Freeman]

So, the other day I was looking forward for some casinoaction. I had saved a welcome-bonus at Fourtune Lounge for a rainy day, and here it was. I decided to go for the Vegas Palm 200% bonus. The problem is that it's also a deposit 50 - play with 150 bonus. Here's why, being from Sweden I'm using Swedish Krona as currency. I can use Euro if I want, sens we are members of the EC, but I didn't. I also talked to the support BEFORE making a deposit asking about this, and they assured me I would get a 100 Euro worth bonus. I calculated that 50 Euro should be around 425 SEK, and deposited 500 SEK. As a sidenote I can say this have never been a problem at ANY other casino. Ever. I went to claim the bonus and that's when the rainy day just got thunder as well. Instead of the 1000 SEK i was looking forward to, I got... 100 SEK. Let me explain how much 100 SEK is. Its like 2 packages of cigarettes. In conclusion all I got was a not so fantastic bonus of 20%. I pointed this out to the support, but that was like fishing in the bathtub. Instead they were overpolite to the point of insulting. I understand the 50 play with 150, but it's misleading in that way that some players will get a bonus 1000 SEK worth, while others get what i got: 100 SEK. And in all fairness it do say on the promotion on ther website "start playing with €100 FREE". Well, €100 IS about 1000 SEK. I always heard nothing but good about Fortune Lounge, so I was really stunned about how they handled this. I closed all my accounts and will never go back. Why should I? I just got the worst, insulting welcome bonus I have ever heard of... Lesson learned.

 

[vinylweatherman]

So, the other day I was looking forward for some casinoaction. I had saved a welcome-bonus at Fourtune Lounge for a rainy day, and here it was. I decided to go for the Vegas Palm 200% bonus. The problem is that it's also a deposit 50 - play with 150 bonus. Here's why, being from Sweden I'm using Swedish Krona as currency. I can use Euro if I want, sens we are members of the EC, but I didn't. I also talked to the support BEFORE making a deposit asking about this, and they assured me I would get a 100 Euro worth bonus. I calculated that 50 Euro should be around 425 SEK, and deposited 500 SEK. As a sidenote I can say this have never been a problem at ANY other casino. Ever. I went to claim the bonus and that's when the rainy day just got thunder as well. Instead of the 1000 SEK i was looking forward to, I got... 100 SEK. Let me explain how much 100 SEK is. Its like 2 packages of cigarettes. In conclusion all I got was a not so fantastic bonus of 20%. I pointed this out to the support, but that was like fishing in the bathtub. Instead they were overpolite to the point of insulting. I understand the 50 play with 150, but it's misleading in that way that some players will get a bonus 1000 SEK worth, while others get what i got: 100 SEK. And in all fairness it do say on the promotion on ther website "start playing with €100 FREE". Well, €100 IS about 1000 SEK. I always heard nothing but good about Fortune Lounge, so I was really stunned about how they handled this. I closed all my accounts and will never go back. Why should I? I just got the worst, insulting welcome bonus I have ever heard of... Lesson learned.

Support were wrong. This is not how things work. It is deposit 50 credits of currency, and get 100 credits of bonus. Since you played in SEK, you got 100 SEK, and you need only have deposited 50 SEK. Had you played in Euros, €50 would have got you €100.

Often, problems occur because CS give bad advice, and because it comes from CS, players expect what they are told to be true. A poor answer from a single CS rep has cost the casino a customer, which happens on a regular basis, and often it is the best value players that just go elsewhere rather than argue the point.

You will find it works like this almost everywhere, but interestingly GNUF/Betway are an exception. The bonuses there take currency value into account, so a player using SEK really would get the rough Euro equivalent, for example, I might be offered £100, but a player using SEK might be offered 500 SEK maximum. I presume all the Palace Group casinos work in the same manner, so if you prefer using SEK, they could be worth a look.

 

[Nifty29]

So, the other day I was looking forward for some casinoaction. I had saved a welcome-bonus at Fourtune Lounge for a rainy day, and here it was. I decided to go for the Vegas Palm 200% bonus. The problem is that it's also a deposit 50 - play with 150 bonus. Here's why, being from Sweden I'm using Swedish Krona as currency. I can use Euro if I want, sens we are members of the EC, but I didn't. I also talked to the support BEFORE making a deposit asking about this, and they assured me I would get a 100 Euro worth bonus. I calculated that 50 Euro should be around 425 SEK, and deposited 500 SEK. As a sidenote I can say this have never been a problem at ANY other casino. Ever. I went to claim the bonus and that's when the rainy day just got thunder as well. Instead of the 1000 SEK i was looking forward to, I got... 100 SEK. Let me explain how much 100 SEK is. Its like 2 packages of cigarettes. In conclusion all I got was a not so fantastic bonus of 20%. I pointed this out to the support, but that was like fishing in the bathtub. Instead they were overpolite to the point of insulting. I understand the 50 play with 150, but it's misleading in that way that some players will get a bonus 1000 SEK worth, while others get what i got: 100 SEK. And in all fairness it do say on the promotion on ther website "start playing with €100 FREE". Well, €100 IS about 1000 SEK. I always heard nothing but good about Fortune Lounge, so I was really stunned about how they handled this. I closed all my accounts and will never go back. Why should I? I just got the worst, insulting welcome bonus I have ever heard of... Lesson learned.

Did you contact the Fortune Lounge rep here?

The terms use the phrase "or equivalent in your account currency" quite a bit, so it may actually be an error specific to the SEK.

Have you claimed other SUB's with FL? I know they now have a limit to how many you can claim.

 

[Freeman]

Support were wrong. This is not how things work. It is deposit 50 credits of currency, and get 100 credits of bonus. Since you played in SEK, you got 100 SEK, and you need only have deposited 50 SEK. Had you played in Euros, €50 would have got you €100.

Often, problems occur because CS give bad advice, and because it comes from CS, players expect what they are told to be true. A poor answer from a single CS rep has cost the casino a customer, which happens on a regular basis, and often it is the best value players that just go elsewhere rather than argue the point.

You will find it works like this almost everywhere, but interestingly GNUF/Betway are an exception. The bonuses there take currency value into account, so a player using SEK really would get the rough Euro equivalent, for example, I might be offered £100, but a player using SEK might be offered 500 SEK maximum. I presume all the Palace Group casinos work in the same manner, so if you prefer using SEK, they could be worth a look.

I fully understand these things happens. I'm not even especially upset, just feeling a bit cheated of a god bonus. I dont say they delibretly fooled me, but they could have been more clear about it when I talked to them before making the deposit. Yes, they could have had a valuble customer in me since I gamble a lot and have the money to back it up. Thanks for the advice by the way.

 

[Freeman]

Did you contact the Fortune Lounge rep here?

The terms use the phrase "or equivalent in your account currency" quite a bit, so it may actually be an error specific to the SEK.

Have you claimed other SUB's with FL? I know they now have a limit to how many you can claim.

No I didn't. Dont feel it's worth the hazzle. I simpy just want others not to waste their welcome bonus, thats all. And this was THE welcome bonus for me. I believe you only get one at Fortune Lounge.

 

[fortunelounge]

Hi Freeman

Please PM me your details as I would like to see what happened here.

Wim
Head of Operations
Fortune Lounge

 

[Freeman]

Issue resolved

This issue is resolved, and we made good on the information I received from the agent.
In the end I learned two things: Casinos on the accredited list are there for a reason and I learned the lesson of reading and FULLY understand the terms.

Thank you.