Resolved Platinum Play casino wont pay my 3000

bim

Dormant account
Joined
Jun 9, 2007
Location
Great Britain
Hi all

I badly need help. I registered as a new player on the 10th September 2008 at fortune lounge group Platinum play casino. I deposited 100 via debit card and won 3000 on instant play french roulette. I withdrew 3000 on the 10th September and made no reverse withdrawals in the 24 hour period. Casino asked for I.D verification next day which they received.

Also on the morning of 11th - yesterday, I received an email informing myself that I had a 100 bonus. went online played bonus, lost bonus made no withdrawls or deposits.

Have received an email regarding winnings stating:

Please be aware that all Fortune Lounge bonuses are allotted to players in good faith, in order to enrich their gaming experience, and not to be abused for profit. Unfortunately, your recent withdrawal request of 3000 included a bonus amount that you already received via our promotional offers. :eek:

My withdrawl amount on the 10th September did not include any bonuses. I registed on that day as a new player and played no bonuses or withdrew any bonus amounts.

Guys please help.
 
Last edited:

silcnlayc

Just one more spin pleez!
PABaccred
PABnonaccred
Joined
Sep 20, 2005
Location
Left Hungary
Also on the morning of 11th - yesterday, I received an email informing myself that I had a 100 bonus. went online played bonus, lost bonus made no withdrawls or deposits.
When you made your initial deposit, did you check the "bonus" window under your actual credits window before playing? The bonus is usually automatically deposited on a first deposit. I said USUALLY. So if it was and you didn't notice and played then all bets are off.

If on the other hand you did not play with any bonuses and made a withdrawal, but then received a bonus for this deposit all should be good.

Just a tip for others...When I play and they deposit a bonus in my account while I have a withdrawal in "pending" status, I always refuse to play it until my withdrawal is completed. Saves a lot of headaches that way. After getting your money, you can then play with the bonus already in your account without fear of them attaching it to any withdrawal attempt!.

Good luck on you issue!
 

mojo

Dormant account
Joined
Nov 25, 2007
Location
East Coast
This happened to me recently. I made a first deposit (at a different casino) and before the welcome bonus hit my account I made a withdrawal. The bonus never came. I checked with chat and he said because I made a withdrawal, I was no longer eliglible for the bonus because of the playthru t/c's. The alternative was to reverse my cashout, accept the bonus and meet the WR. I understood that. I passed on the bonus and I received my cash out.

The bonus they gave you and you played had wagering requirements attached to it. They probably should not have given it to you with a withdrawal pending.

It will be interesting to see how it turns out.

Good luck! :thumbsup:
 

bim

Dormant account
Joined
Jun 9, 2007
Location
Great Britain
silcnlayc

I did exectly as you stated below:

'If on the other hand you did not play with any bonuses and made a withdrawal, but then received a bonus for this deposit all should be good.'
Received bonus while having a pending withdrawl.

Received this email 15 mins ago:

I have reviewed your account and have found that your withdrawal was made on the 11th which was just about 3 hours after claiming the 100 sign up bonus at the casino. Unfortunately due to that the withdrawal that you made had a bonus balance attached to it thus it was forfeited.

You can review the transactions in question on your playcheck facility and you will be able to see the transactions dates and times.


I trust that the information will be of good use to you, and thank you very much for being a part of the Fortune Lounge Family.

Kind regards

Mike

Casino Support

Well, I logged in to Play check on the detailed statement and on transaction 456 you can see I withdrew on the 10th September, I have copied and pasted the page:

Show Games Show Detailed Statement
Games you Played in Login Session 41291612 :
Transaction Time Description Change Credits
452 View Transaction 9/10/2008 1:13:32 PM Flash - French Roulette : Look 1 - Roulette Spin -15.00 2,958.00
453 View Transaction 9/10/2008 1:13:37 PM Flash - French Roulette : Look 1 - Roulette Spin -15.00 2,943.00
454 View Transaction 9/10/2008 1:13:45 PM Flash - French Roulette : Look 1 - Roulette Spin 165.00 3,108.00
455 View Transaction 9/10/2008 1:13:50 PM Flash - French Roulette : Look 1 - Roulette Spin -10.00 3,098.00
456 View Transaction 9/10/2008 1:14:25 PM Transfer Casino Credits to ECash -3,000.00 98.00
457 View Transaction 9/10/2008 1:15:35 PM Flash - French Roulette : Look 1 - Roulette Spin 330.00 428.00

I have sent a reply to 'Mike' with the evidence.

He states in the email:

'as the withdrawal was made on the 11th which was just about 3 hours after claiming the 100 sign up bonus at the casino.'

As you can see I withdrew the day before!
 

silcnlayc

Just one more spin pleez!
PABaccred
PABnonaccred
Joined
Sep 20, 2005
Location
Left Hungary
I withdrew on the 10th September, I have copied and pasted the page:
What is not clearly understood is the time frame shows in your time zone whereas the time frame of acutal withdrawing is in THEIR timeframe which is probably different.

I have found the same thing out from Grand Hotel Casino. When I make a withdrawal, my date is the 10th and theirs shows the 11th. (When I get an email confirmation on a withdrawal pending within minutes) Our daytime is their midnights and vice a versa I beleive. So if there is an issue you can match up the times on both withdrawal and bonus deposits in the right time zones.

Saying you withdrew on the 10th is ok but you should have an email confirmation stating exactly when it was received by the casinos clock. This would stop any speculations. What I mean by that is you can say I withdrew the tenth when in actuality it was the 11th (trying to make it look like it was a different time that it really was).

Do you have an email confirmation on the withdrawal? I always get them from Fortune Lounge and the time frame is on the email which is also different than my time and it comes to me within a short time of requesting a withdrawal . I do want to say, I have NEVER had a problem with their casino on any withdrawals and they are the only other casino I play at now.

Hopefully this will get ironed out. Good Luck!
 

bim

Dormant account
Joined
Jun 9, 2007
Location
Great Britain
I played the bonus 22 hours after I withdrew on the 10th September at 12.30pm. I played the bonus at around 10am on the 11th.

I see what you mean but regardless of time zone the bonus was played 22 hours after I withdrew.

How could I of won 22 hours before I played bonus.

I got the email 24 hours later stating they were processing withdrawal.

Withdrawal had been sitting in account as reversible for 24 hours before processing.
 

bim

Dormant account
Joined
Jun 9, 2007
Location
Great Britain
As you can see from playcheck withdrawal was made on the 10th at 1.14pm -12.14pm UK time, where I Live.

456 View Transaction 9/10/2008 1:14:25 PM Transfer Casino Credits to ECash -3,000.00 98.00
 

bim

Dormant account
Joined
Jun 9, 2007
Location
Great Britain
Here's the playcheck for bonus amount played. Clearly states date and time as being 22 hours after I withdrew. As you can see started off with 100 bonus credits. none of my cash balance was there. I had already withdrew!

Games you Played in Login Session 41316683 :
Transaction Time Description Change Credits
478 View Transaction
9/11/2008 10:03:48 AM Flash - French Roulette : Look 1 - Roulette Spin -5.00 95.00
479 View Transaction
9/11/2008 10:04:24 AM Flash - French Roulette : Look 1 - Roulette Spin -5.00 90.00
480 View Transaction
9/11/2008 10:04:30 AM Flash - French Roulette : Look 1 - Roulette Spin -5.00 85.00
481 View Transaction
9/11/2008 10:04:43 AM Flash - French Roulette : Look 1 - Roulette Spin 22.00 107.00
482 View Transaction
9/11/2008 10:04:59 AM Flash - French Roulette : Look 1 - Roulette Spin -14.00 93.00
483 View Transaction
9/11/2008 10:05:10 AM Flash - French Roulette : Look 1 - Roulette Spin 17.00 110.00
484 View Transaction
9/11/2008 10:05:20 AM Flash - French Roulette : Look 1 - Roulette Spin -19.00 91.00
485 View Transaction
9/11/2008 10:05:27 AM Flash - French Roulette : Look 1 - Roulette Spin 14.00 105.00
486 View Transaction
9/11/2008 10:05:39 AM Flash - French Roulette : Look 1 - Roulette Spin 14.00 119.00
487 View Transaction
9/11/2008 10:05:45 AM Flash - French Roulette : Look 1 - Roulette Spin 14.00 133.00
488 View Transaction
9/11/2008 10:05:56 AM Flash - French Roulette : Look 1 - Roulette Spin -22.00 111.00
489 View Transaction
9/11/2008 10:06:05 AM Flash - French Roulette : Look 1 - Roulette Spin 10.00 121.00
490 View Transaction
9/11/2008 10:06:11 AM Flash - French Roulette : Look 1 - Roulette Spin -26.00 95.00
491 View Transaction
9/11/2008 10:06:19 AM Flash - French Roulette : Look 1 - Roulette Spin 8.00 103.00
492 View Transaction
9/11/2008 10:06:29 AM Flash - French Roulette : Look 1 - Roulette Spin -2.00 101.00
493 View Transaction
9/11/2008 10:06:51 AM Flash - French Roulette : Look 1 - Roulette Spin -7.00 94.00
494 View Transaction
9/11/2008 10:07:05 AM Flash - French Roulette : Look 1 - Roulette Spin -11.00 83.00
495 View Transaction
9/11/2008 10:07:14 AM Flash - French Roulette : Look 1 - Roulette Spin 23.00 106.00
496 View Transaction
9/11/2008 10:07:30 AM Flash - French Roulette : Look 1 - Roulette Spin -12.00 94.00
497 View Transaction
9/11/2008 10:07:48 AM Flash - French Roulette : Look 1 - Roulette Spin -18.00 76.00
498 View Transaction
9/11/2008 10:07:54 AM Flash - French Roulette : Look 1 - Roulette Spin -16.00 60.00
499 View Transaction
9/11/2008 10:08:03 AM Flash - French Roulette : Look 1 - Roulette Spin 12.00 72.00
500 View Transaction
9/11/2008 10:08:14 AM Flash - French Roulette : Look 1 - Roulette Spin -25.00 47.00
501 View Transaction
9/11/2008 10:08:23 AM Flash - French Roulette : Look 1 - Roulette Spin -26.00 21.00
502 View Transaction
9/11/2008 10:08:57 AM Flash - Roulette - Roulette Spin 32.00 53.00
503 View Transaction
9/11/2008 10:09:18 AM Flash - Roulette - Roulette Spin -8.00 45.00
504 View Transaction
9/11/2008 10:09:25 AM Flash - Roulette - Roulette Spin -11.00 34.00
505 View Transaction
9/11/2008 10:09:31 AM Flash - Roulette - Roulette Spin 24.00 58.00
506 View Transaction
9/11/2008 10:09:43 AM Flash - Roulette - Roulette Spin 21.00 79.00
507 View Transaction
9/11/2008 10:09:52 AM Flash - Roulette - Roulette Spin 21.00 100.00
508 View Transaction
9/11/2008 10:10:04 AM Flash - Roulette - Roulette Spin -16.00 84.00
509 View Transaction
9/11/2008 10:10:14 AM Flash - Roulette - Roulette Spin -16.00 68.00
510 View Transaction
9/11/2008 10:10:18 AM Flash - Roulette - Roulette Spin -16.00 52.00
511 View Transaction
9/11/2008 10:10:24 AM Flash - Roulette - Roulette Spin -16.00 36.00
512 View Transaction
9/11/2008 10:10:32 AM Flash - Roulette - Roulette Spin 17.00 53.00
513 View Transaction
9/11/2008 10:10:37 AM Flash - Roulette - Roulette Spin 17.00 70.00
514 View Transaction
9/11/2008 10:10:43 AM Flash - Roulette - Roulette Spin 17.00 87.00
515 View Transaction
9/11/2008 10:10:48 AM Flash - Roulette - Roulette Spin -19.00 68.00
516 View Transaction
9/11/2008 10:10:56 AM Flash - Roulette - Roulette Spin -22.00 46.00
517 View Transaction
9/11/2008 10:11:02 AM Flash - Roulette - Roulette Spin -24.00 22.00
518 View Transaction
9/11/2008 10:11:26 AM Flash - Roulette - Roulette Spin 14.00 36.00
519 View Transaction
9/11/2008 10:11:35 AM Flash - Roulette - Roulette Spin 14.00 50.00
520 View Transaction
9/11/2008 10:11:41 AM Flash - Roulette - Roulette Spin 14.00 64.00
521 View Transaction
9/11/2008 10:11:46 AM Flash - Roulette - Roulette Spin 14.00 78.00
522 View Transaction
9/11/2008 10:11:51 AM Flash - Roulette - Roulette Spin -22.00 56.00
523 View Transaction
9/11/2008 10:11:59 AM Flash - Roulette - Roulette Spin 12.00 68.00
524 View Transaction
9/11/2008 10:12:05 AM Flash - Roulette - Roulette Spin 12.00 80.00
525 View Transaction
9/11/2008 10:12:10 AM Flash - Roulette - Roulette Spin -24.00 56.00
526 View Transaction
9/11/2008 10:12:19 AM Flash - Roulette - Roulette Spin -24.00 32.00
527 View Transaction
9/11/2008 10:12:23 AM Flash - Roulette - Roulette Spin -24.00 8.00
Transaction Time Description Change Credits
528 View Transaction
9/11/2008 10:12:43 AM Flash - Roulette - Roulette Spin -6.00 2.00
529 View Transaction
9/11/2008 10:12:50 AM Flash - Roulette - Roulette Spin -1.00 1.00
530 View Transaction
9/11/2008 10:12:55 AM Flash - Roulette - Roulette Spin -1.00 0.00
 

bim

Dormant account
Joined
Jun 9, 2007
Location
Great Britain
When I won the 3000 my wagers were restricted to 10 per single number.

I only play single number bets and I did well because the 10 chip on numbers I was betting on were coming in!

On the bonus play above, My bets were restricted to 1 maximum on single number bets.
There is no way I would of got to 3 grand with a maximum payout of 36 a spin and then I can only cover 1 number to get that return!

impossible:confused:
 

tim5ny

Quit Gambling
Joined
Jun 8, 2003
Jeez! I can't imagine working up a balance that much.....which is a feat in itself!, only to get the heartbreaking news that "We aren't going to pay you!" I can see emotions running wild! I'm running for cover!
 

bim

Dormant account
Joined
Jun 9, 2007
Location
Great Britain
I know, it's sick! I don't think I could ever get to that amount again with 1 deposit of 100.

Have not had a reply from Fortune Lounge since I mailed copy of playcheck to them.

Is there a rule that says if you play a bonus credit 22 hours after you withdraw they can keep my money?? Even though the bonus was played and lost and no withdrawals were made on the bonus!:confused:

Their argument is I withdrew on the 11th after playing there bonus. Clearly there wrong. I withdrew on the 10th September before they credited account with bonus on the 11th.

It is as clear as day on my playcheck detailed statement. I hope to god playcheck helps my cause.

I have lost all faith in common sense.:gunmen:
 

silcnlayc

Just one more spin pleez!
PABaccred
PABnonaccred
Joined
Sep 20, 2005
Location
Left Hungary
Sometimes the line gets muddy between deposits and bonuses applied in the same "time frame" as we talked about in another thread. Even 1 penny left in an account from bonus money mingled with another deposit is claimed as "bonus" money.

Could this have been the same where you left some of your deposit in the account then claimed the bonus and it was intermingled with your real deposit? (Just thinking of why they are claiming it was part of your bonus play).
 

bim

Dormant account
Joined
Jun 9, 2007
Location
Great Britain
Hi

No I did not leave any money. I withdrew 3000 and played and lost the last 98. My credits were at 0 before they credited the bonus
 

bim

Dormant account
Joined
Jun 9, 2007
Location
Great Britain
Hi Guys

It has got worse:eek: After numerous emails from fortune lounge stating they were not paying because of bonus abuse, and my reply sending detailed playcheck statement showing time of withdrawal, they have change tact and sent this reply:

Will here from the Fortune Lounge Support Team, I am the Floor Manager on duty.

My apologies for the confusion with regards to the status of your withdrawal. The winnings were not reversed due to the wagering on the Bonus not being met, it was removed by our player Security Department.

The bets that you placed on the Roulette tables are considered to be hedge Betting. Now as per the Casino Terms and Conditions, hedge betting is not allowed and it is a very serious offence.

Your play on the Roulette tables were based on wagering on Black and/or Red. Wagering on Black or Red will result in no loss or win for either the Player or the Casino. The main outcome is the increased wagering (unless a Zero is landed).

Therefore there is no fair chance for the casino to win. The manner in which you have wagered and met your play through is considered as Promotional misuse.

Please note as stated in the Terms and Conditions if we deregister or exclude or suspend you from the Casino we shall have the right to:

* withhold payment to you of any contested funds whether such contested funds are deposits, refunds, bonuses, free monies, casino credits, payouts or the like; and/or

* exclude you from all or any other Casinos and/or Poker Rooms in the group of Casinos of which the Casino is a member; and/or

In the case of fraudulent, illegal or similar misconduct by you or failure by you to pay any sums due to us:

* furnish any relevant information about you to an intra-group database recording such mischief and, if necessary, hand over your account details to a collections agency for the recovery of any sums that you owe us. You hereby irrevocably authorize us to do so in our absolute discretion, and/or
* have forfeited to us any contested funds that may be derived by you from fraudulent, illegal or similar misconduct.

We have advised you of what has happened as well as what we are going to be doing with your funds. We will not be able to pay your winnings to you as this is against the Terms that your account may be locked out for.

Please note that our Player Security Company have made their decision and there will be no further consideration made on your account.

If you have any further questions or queries, please feel free to contact us.

Thank you for playing with Fortune Lounge.

Kind regards;

Will

I can't believe this. I didnt bet on black and red I only bet on single numbers. Of course I covered more than 1 number on the table, is that a crime?

I find the response unbelievable. I have not played at an online casino for 14 months up until last week. I am not a professional gambler! Fortune lounge group are treating me terribly. Their problem is they don't want to pay and they will come up with any excuse not to honour my winnings.

Can anyone advise on the next step I should take?
 

GrandMaster

Ueber Meister
CAG
Joined
Jan 21, 2004
Location
UK
The bets that you placed on the Roulette tables are considered to be hedge Betting. Now as per the Casino Terms and Conditions, hedge betting is not allowed and it is a very serious offence.

Your play on the Roulette tables were based on wagering on Black and/or Red. Wagering on Black or Red will result in no loss or win for either the Player or the Casino. The main outcome is the increased wagering (unless a Zero is landed).

Therefore there is no fair chance for the casino to win. The manner in which you have wagered and met your play through is considered as Promotional misuse.
Unfortunately this is not the first time Fortune Lounge claim this. Anyone who is this clueless about roulette has no business working in the casino industry.
 

bim

Dormant account
Joined
Jun 9, 2007
Location
Great Britain
I received this email 7 hours BEFORE allegations of hedge betting were made. They say they have credited my 100 deposit back to my card and gave me 2900 bonus credits!

************************************************************
********* GREAT NEWS: Your Account's Been Credited *********
************************************************************

Casino : Platinum Play
Casino
Account : fpprxxxxxxxx
Credits : 2900 Casino Credits
Promotion : Bonus Comp Amount Forfeited
Time/Date : 9 /12/2008

************************************************************

Congratulations, please enjoy your 2900 Casino Credits.

PLEASE ENSURE that you read the Wagering Requirements attached to this bonus as some bonuses have specific requirements.

You can view these requirements by using the link below:

You do not have permission to view link Log in or register now.


Should you prefer not to comply with the attached Wagering Requirements, then you can have the bonus removed from your account. Please email the Fortune Lounge Support Desk on this address ( support@casinodesk.com ) and they will remove this bonus for you.

Thank you for playing at Fortune Lounge,

Sincerely,

The Fortune Lounge Support Team

I replied and told them I did not want credits, I wanted my cash winnings that I withdrew. Allegations of hedge betting are ludicrous.

Fortune lounge make up the rules as they see fit to not pay customers.

I sent a PM to the fortune lounge rep yesterday, have had no response yet.

I have also sent a link this morning to this thread to fortune lounge. A reply from them on this thread would be welcome.
 
Last edited:

pubjoe

Dormant account
Joined
Sep 10, 2008
Location
Eastbourne
I hope you sort this out.

I once had over a 1K (1,400 I think) balance with a fortune lounge casino, that I did not withdraw straight away, I left it there for a few days.

Next time I logged in, my balance had risen 5 because they gave me a surprise bonus as I was a select customer.

Well thank you very much, I now could not withdraw any of my balance and they would not take the 5 "bonus" off. I lost about half my balance trying to wager it out on slots with the completely ridiculous wagering terms that were attached to it (If I had tried a different game I would have needed to wager 10 times as much). Needless to say, it put me on tilt and I spanked the rest of my balance.

Dirty tricks indeed from this group.
 

bim

Dormant account
Joined
Jun 9, 2007
Location
Great Britain
Hi Pubjoe

I hope it can be sorted out too!

Their reason for non payment at first was bonus abuse, which I could prove it was not due to Playcheck evidence I sent them.

Now they have changed tact and said I was hedge betting!

I dont bet on black or red, evens or odds or any of the combinations of bets you can have on roulette. Every spin I had on the table was a straight bet, single numbers only. Thats the way I play.

Towards the end of my run I was staking more chips on particular numbers, may of had 10 max chip bet on say 5 or 6 numbers and a few lower chips on other numbers.

The bottom line is if I covered 30 numbers at the end of my run, on each spin 29 of those numbers are losers straight away. Every spin to me is a 36/1 shot, less my total wager on that spin.

Towards the end of play I was staking around 150 a spin! I could afford to do that because at this point I had 2 grand. My credits went up and down, I took a chance and 'Won' :yahoo:

On the other hand, I have played this way before and got to 1500 and I carried on and lost the lot. :sob:

If I had won 300 and not 3000 payment would probably not be an issue.

It would be interesting to hear from other roulette players and their thoughts on this.

I am not hopeful of getting my money. I am waiting for a miracle!:Angel:
 

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