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Casino Complaint HofmannEs VS Fortune Room Casino

Discussion in 'Casino Complaints - Non-Bonus Issues' started by HofmannEs, Sep 20, 2013.

    Sep 20, 2013
  1. HofmannEs

    HofmannEs Banned User: complaint fraud, Forum Rules violatio

    Occupation:
    Graphic designer
    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:


    HofmannEs VS Fortune Room Casino: winnings.jpg,Sep 20, 2013
     
    2 people like this.
  2. Sep 20, 2013
  3. bsilva028

    bsilva028 Banned : multi-account fraudster PABnoaccred PABaccred

    Occupation:
    salesman
    Location:
    portugal
    1 person likes this.
  4. Sep 20, 2013
  5. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    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.
     
  6. Sep 20, 2013
  7. HofmannEs

    HofmannEs Banned User: complaint fraud, Forum Rules violatio

    Occupation:
    Graphic designer
    Location:
    Essen
  8. Sep 20, 2013
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
  10. Sep 20, 2013
  11. bsilva028

    bsilva028 Banned : multi-account fraudster PABnoaccred PABaccred

    Occupation:
    salesman
    Location:
    portugal
    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?
     
    1 person likes this.
  12. Sep 20, 2013
  13. HofmannEs

    HofmannEs Banned User: complaint fraud, Forum Rules violatio

    Occupation:
    Graphic designer
    Location:
    Essen
    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 ?!?
     
  14. Sep 20, 2013
  15. Borgie

    Borgie Senior Member

    Occupation:
    Office Manager
    Location:
    United Kingdom
    You can't rely on this you need to send a Private Message to the rep.
     
  16. Sep 20, 2013
  17. HofmannEs

    HofmannEs Banned User: complaint fraud, Forum Rules violatio

    Occupation:
    Graphic designer
    Location:
    Essen
    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.
     
  18. Sep 20, 2013
  19. Borgie

    Borgie Senior Member

    Occupation:
    Office Manager
    Location:
    United Kingdom
    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.
     
    1 person likes this.
  20. Sep 20, 2013
  21. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Here we go....
     
    2 people like this.
  22. Sep 20, 2013
  23. Borgie

    Borgie Senior Member

    Occupation:
    Office Manager
    Location:
    United Kingdom
    Lol you could not resist. Just get your popcorn and chillax :)
     
  24. Sep 20, 2013
  25. HofmannEs

    HofmannEs Banned User: complaint fraud, Forum Rules violatio

    Occupation:
    Graphic designer
    Location:
    Essen
    The remaining balance is 13 500 euros at this moment, I played some after hitting those wins.
     
  26. Sep 20, 2013
  27. MisterBJ

    MisterBJ Account suspended until further notice - please co

    Occupation:
    Fedex
    Location:
    Atlanta
    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.
     
    2 people like this.
  28. Sep 20, 2013
  29. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    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
     
    3 people like this.
  30. Sep 20, 2013
  31. maphesto

    maphesto Ueber Meister CAG MM webmeister

    Location:
    Sweden
    Please explain Nifty! A newbie might see this as a very strange or trollish post. Are you implying something? If so, you might tell us what you really want to say?
     
    3 people like this.
  32. Sep 21, 2013
  33. Przecinek

    Przecinek Dormant account

    Occupation:
    CSA
    Location:
    Respect-land
    I don't really trust Fortune Lounge.
     
    1 person likes this.
  34. Sep 21, 2013
  35. ChillBill

    ChillBill Banned User - Aussiedave in disguise

    Occupation:
    semi retired
    Location:
    Australia
    Why is that?
     
  36. Sep 21, 2013
  37. shapesy

    shapesy Experienced Member

    Occupation:
    manager
    Location:
    liverpool
    very true
     
  38. Sep 21, 2013
  39. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    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.
     
    1 person likes this.

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