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Casino Complaint HofmannEs VS Fortune Room Casino

H

HofmannEs

Banned User: complaint fraud, Forum Rules violatio
Joined
Sep 18, 2013
Location
Essen
Next I will describe my experience with this casino and you'll conclude by yourself if Fortune Room Casino is trustfull or not:

1. In april 2013, using Neteller, I made my first deposit at Fortune Room Casino, after making 100 euros deposit on which I get 100 euros bonus.It was a lucky day for me playing slots, I reached a balance of aproximatelly 3000 euros and I also acomplished wager requirements imposed by casino.

2. Before my first withdrawal request I also played sporadically to a balance of 2500 euros.

3. On 8 august I decided to request a payout of 1000 euros, Fortune Room Casino requested for verification purpose copy of ID, bill, and copy of my credit card if I deposit through it. I sent them the requested documents, even the copy of the front of my credit card.

4. On August 9 they alert me that the withdrawal was processed, but it wasn't, in fact was reversed back to my balance.

5. I request another payout of 1500 euros and on September 4, I receive the same e-mail, my transaction was processed but in fact was reversed too. If I remember right I asked them why are transactions reversed and why my documents were not verified yet.

6. On September 5 they email me and request :
“* A picture of you with your ID or passport next to your face
* Proof of how you fund your Neteller account
* A copy of your utility bill, official address verification that is not more than three (3) months old – water or Light bill”
In the same day I sent to them the requested documents and a printscreen of my Neteller account showing a detailed transaction of my credit card on Neteller.

7. On September 6 they email me again and request :
“* A copy of the front and back of your card ending ****
* Notarized copies of the front and back of your ID “
I sent the requested documents on September 12.

8. This time I thought that was all, beeing relaxed, on September 17 I started playing some slots again. In a few minutes I reached a balance of 16 000 euros (1920 euros on HappyNewYear slots + 12162 euros on Buffet Bonanza)
9. Next day I am contacted by Katharina (member of the VIP Relationship Team of the Fortune Lounge Group of Online Casinos ), she wanted to double check my details to call me to congratulate and also she warned me that the Security Department is still waiting:
“* The notarized identification document
* The notarized back of the following credit card, ending: ****
* Screenshot of your NETeller account which shows the funding with your credit card, ending: *** “
Documents which I sent, except the notharized back of my credit card that wasn't requested before.

10. Next day I am trying to call them on their numbers to request a conversation with Katharina, none of those numbers worked so I decided to contact live support regarding this.The operator said that Katharina will try to call me again and the Security Department will email me regarding their last e-mail to me.

11. On September 19 Katharina informed me by e-mail next:
“Hi Elias,
Many thanks for your reply.
Please be informed that your Fortune Room casino account has been locked by our Player Security Department and it will not be unlocked.We hereby are referring to number 3 in our Terms & Conditions as follows:
We may impose any limits or conditions that we, in our sole discretion, deem fit on any persons who open or attempt to open Accounts at the Casino where such Accounts originate from enviroments were computers are, or the enviromen is shared”

I was shocked after this e-mail.
By now I sent them all documents they requested during a long time period and everything seemed to be ok. I wasn't disturbed by the fact they are so meticulous and requested documents in stages and not all in a single shot, it's their decision and I respect it.
But closing my account, with such a balance, imposing an extremely ridiculous reason it's not a way to stay on the market and I would like you all think twice before making a deposit at Fortune Room Casino :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad:


winnings.webp
 
Given the evolving nature of the problem, it was unwise to continue playing. It was also unwise for the casino to have allowed a continuation of play if they had such serious doubts.

Fortunately, they are an accredited group here, so having contacted the rep, the next step would be a PAB.

The most important thing to remember is that you should no longer post about this on the forum as this often derails the PAB process.

The PAB will be just as thorough as the casino's requests for documents, and will allow for a second look at said documents and evidence from both sides.

If you are found not to have been involved with multiple account fraud (or anything else dodgy), you have a very good chance of getting your €16000 in time for Christmas.
 
HofmannEs said:
If the Fortune Lounge rep reads this forum once in a while I am sure he will get a way to mannage this situation.
Click to expand...

rep´s are not allways watching the threads
if you send a private message explaining the details you will have a faster answer

or the reason of the thread is only to blame the casino?
 
vinylweatherman said:
Given the evolving nature of the problem, it was unwise to continue playing. It was also unwise for the casino to have allowed a continuation of play if they had such serious doubts.

Fortunately, they are an accredited group here, so having contacted the rep, the next step would be a PAB.

The most important thing to remember is that you should no longer post about this on the forum as this often derails the PAB process.

The PAB will be just as thorough as the casino's requests for documents, and will allow for a second look at said documents and evidence from both sides.

If you are found not to have been involved with multiple account fraud (or anything else dodgy), you have a very good chance of getting your €16000 in time for Christmas.
Click to expand...

Thank you for your suggestion, The casino had doubts after almost 5 months I start playing, after I sent them all documents they requested and after I hit such a big win. Can you say that isn't strange ?!?
 
bsilva028 said:
rep´s are not allways watching the threads
if you send a private message explaining the details you will have a faster answer

or the reason of the thread is only to blame the casino?
Click to expand...

I will contact the casino rep today to vanish any doubts.
I have no reason to blame the casino in general, but I am really upset and I don't think I have chances to access my account after this experience.
 
HofmannEs said:
I will contact the casino rep today to vanish any doubts.
I have no reason to blame the casino in general, but I am really upset and I don't think I have chances to access my account after this experience.
Click to expand...

The rep will help you to understand exactly why they have done what they have and if it is not correct to help you remedy it.
 
vinylweatherman said:
If you are found not to have been involved with multiple account fraud (or anything else dodgy), you have a very good chance of getting your €16000 in time for Christmas.
Click to expand...

The remaining balance is 13 500 euros at this moment, I played some after hitting those wins.
 
HofmannEs said:
Thank you for your suggestion, The casino had doubts after almost 5 months I start playing, after I sent them all documents they requested and after I hit such a big win. Can you say that isn't strange ?!?
Click to expand...

No pun intended, but you aren't the first person to come here and present their side of the story. Making it seems like the casino was at fault. But when it was all said and done. It was the player who was at fault; And im sure you won't be the last person either. I suggest you PAB and let the chips fall where they may.
 
HofmannEs said:
I will contact the casino rep today to vanish any doubts.
I have no reason to blame the casino in general, but I am really upset and I don't think I have chances to access my account after this experience.
Click to expand...
If you've done NOTHING wrong you WILL get paid, I have no doubt.

Follow the CM procedures for the best and quickest outcome:
1. Contact the Rep and see if he can sort your problem.
2. If he does not sort it to your complete satisfaction, Pitch-A-Bitch.

If you HAVE done something wrong, you WILL get found out and are very unlikely to get paid. If that is the case you might as well give up now.

KK
 
The OP has been betting 50 euros a spin which is forbidden in the bonus rules IF he was playing on a bonus which was still live at the time. This goes back 5 months according to him, so why the complaining now? If I was 'owed' 16k I'd be pissing in each and every corner within a few days if things seemed to be going wrong. Fortune Lounge are a decent group and I have had accounts at a few of their sites in the past, with no issues. I think we need the OP to tell us a bit more here. I personally suspect multiple accounting.
 
I only read points 1,2, and 3 on the OP

1. You win

2. Then you play more

3. You then leave the money in the account for months like it's a savings account, who does that?

The OP should really have started with "Once upon a time in..."
 
We still only have one side of the story but it does seem like a strange story.

The OP makes a deposit of 100 euros and reaches a balance of 3000. Then the OP proceeds to play it down to 2500 and make a first withdrawal request 5 months later?

Documents are sent as requested but a month after this the withdrawal still hasn't been processed but instead is returned to his casino balance and the OP continues to play. A month after the first request a second withdrawal is requested and two weeks later while the second request was still in process(?) the OP wins 16k and then the account is locked.

We still have no idea as to the real reason for the account being locked. A PAB would probably sort this out. It's entirely possible that the OP has done something that breaches the casinos terms of service but the time factors are the strange part. If there was some suspicion of fraud during the first withdrawal request the casino should have locked the account then, not returned the money to the player's account.

The questions I have are -

If there was a problem with the first withdrawal, why was the money sent back to the OP's account as playable funds?
If there was a problem with the first and second withdrawal why was the OP still allowed to continue playing at all?

To be honest it's probably best that the account remain locked until the withdrawal issues are sorted out. This doesn't give the OP the option of playing the entire 13k or whatever is left back while an investigation is in process. Either the OP's identification will be verified through the PAB process and he (or she) will be able to withdraw the full balance or the OP will be found in breach of the casino's terms in which case he (or she) shouldn't be playing any more anyway.
 
Przecinek said:
I don't really trust Fortune Lounge.
Click to expand...

Several rival "complaint services" are currently full of cases against Fotune Lounge. Multiple winnings confiscations. Looks like cash flow problem again. The oldest one I remember is year 2007. "On 3/9/07, many players were banned from their Fortune Lounge accounts for unclear reasons called "suspicious activities." Some affected players had not used their accounts in months. Some players had their winnings confiscated and deposit returned. Fortune Lounge later returned winnings to many of these players, likely due to eCOGRA intervention."
 
hakapuku said:
Several rival "complaint services" are currently full of cases against Fotune Lounge. Multiple winnings confiscations. Looks like cash flow problem again. The oldest one I remember is year 2007. "On 3/9/07, many players were banned from their Fortune Lounge accounts for unclear reasons called "suspicious activities." Some affected players had not used their accounts in months. Some players had their winnings confiscated and deposit returned. Fortune Lounge later returned winnings to many of these players, likely due to eCOGRA intervention."
Click to expand...

Well my experiences with FL were after that period, so perhaps things were cleaned up by the time I played. Still doesn't explain the OP's rather illogical sequence of events though.
 
ChillBill said:
Why is that?
Click to expand...

They simply have a higher volume of complaints than some other outfits out there. There's a lot of casinos available, and I tend to stick with those that don't have a history of player-casino issues.

For example, there's been only one complaint so far regarding Ladbrokes new casino and yet, I'm already a bit anxious. If I see plenty of complains then I'm no longer anxious - I just prefer to avoid such casino by default. You never know when you might hit that x1000 bet and I wouldn't want this to happen in one of FL casinos :D.

This was just a general remark, we don't know what happened in this case in particular. Although requesting more and more stuff from a player, rather that ask for everything in one batch will always create a bad impression. Casinos should ask for everything in one go : ID + photo of ID+face + notary + copy of CC + utility + whatever else, or if they have some other 'identifiers' they should just close the account right off the bat, rather than let alleged fraudster play while asking for stuff that won't make much difference anyway. That's how professional casinos should operate.

I find it a bit amusing that photo of a player holding his passport was supposed to be the ultimate solution to multiaccounting and now we see it doesn't really make any difference. Why don't they ask the player make a video of him walking down his street holding his passport, then walk into his house and show his account balance on his own computer. Cheaper than notary and much more solid in terms of proof :p
 

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