Thank You Fortunelounge Rep

suchfun

Banned User
Joined
Mar 9, 2011
Location
canada
Helped me sort my ID stuff out on Casino La Vida, after I got better pictures it was painless. I took to long and they put 1k back in my acc. I stayed strong no reverse and got it out gg thx again FL
 

fortunelounge

Dormant account
Joined
Mar 7, 2003
Location
South Africa
You are welcome

Hi, you are most welcome. Should you have any further queries please feel free to contact us.

A Happy New Year to you :)

Kind Regards
The Fortune Lounge Team
 

lockinlove

Staring into the sun
PABaccred
PABnonaccred
Joined
Jan 17, 2014
Location
Canada
It is always great to see reps help out when needed.:thumbsup:

It seems they have changed reps here. It used to be Wim. I hope Gabriela stays as Wim didnt seem to care much. I asked him once to help me verify my id cause it was taking forever. He never responded. When I spoke to him weeks later about a different issue I asked him why he didnt respond to me and he said something like "well ID verification is our policy so there wasnt anything I could do about it so what did you expect me to say to you". Really turned me off big time and almost left them because of this response. I wasnt even asking anything out of the ordinary but to speed up the process because it was over 5 days and I still wasnt verified.

I had an issue with the casino and even though Gabriela and I disagreed largely, she at least responds and is nice.

I find there are some very good people that work with this company but there are some very very bad ones too. Their front line support 50% of the time is okay and the other 50% is about the worst of any place ive ever come across. They have made so many mistakes that I now refuse to use them for anything. I speak to my vip host or Gabriela. I really feel Fortune Lounge needs to really revamp and retrain their chat agents
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
I always thought Wim was pretty responsive. Even if a rep just responds "I can't help you with that issue" at least you have an acknowlegement.

I had an issue years ago with a prior bonuses wagering still counting when I went to make a cashout, same as you. While it was not solved to my satisfaction, I did feel it was looked at fairly enough, including waiting for MG to get back about the viper client.

The low weekly cashout at Fortune Lounge would not get more than casual play from me at this point, although I have a high rolling real life friend whose play is exclusively with them, and she's had several cashouts in excess of 10K paid immediately, largest being 27K. She also will deposit 1-2K in a night, and fairly regularly will play $30-$100 spins. She doesn't always play that high, but rarely less than $5 a spin, so just one good hit takes you to weekly max. She also NEVER reverses once she decides to cashout.

Although we never think it will happen, even a pretty low roller can get lucky and press their luck and end up with a larger cashout. Even when you have faith, it's nerve wracking to wait, and tempting to play.
 

lockinlove

Staring into the sun
PABaccred
PABnonaccred
Joined
Jan 17, 2014
Location
Canada
I always thought Wim was pretty responsive. Even if a rep just responds "I can't help you with that issue" at least you have an acknowlegement.

I had an issue years ago with a prior bonuses wagering still counting when I went to make a cashout, same as you. While it was not solved to my satisfaction, I did feel it was looked at fairly enough, including waiting for MG to get back about the viper client.

The low weekly cashout at Fortune Lounge would not get more than casual play from me at this point, although I have a high rolling real life friend whose play is exclusively with them, and she's had several cashouts in excess of 10K paid immediately, largest being 27K. She also will deposit 1-2K in a night, and fairly regularly will play $30-$100 spins. She doesn't always play that high, but rarely less than $5 a spin, so just one good hit takes you to weekly max. She also NEVER reverses once she decides to cashout.

Although we never think it will happen, even a pretty low roller can get lucky and press their luck and end up with a larger cashout. Even when you have faith, it's nerve wracking to wait, and tempting to play.

Yeah Im really not sure when they actually hold people to the 5k a week. I stated this before but you might have missed it, I won $6800. They paid me $5000 one day then the rest the next.

I think maybe if its you are a fairly active player maybe they disregard the policy. And they dont treat you different here if you are a winner which is nice. In 2 months since being active ive deposted $11,000 and cashed out $19,000.

If I lose a couple deposits in a row they throw me $200 free chip even though Im way up.

Ive voiced my displeasure with many things but the more I get to know their system and how to deal with them, the more positive my feelings are. And btw, i dont think it should take me to figure them out or it should take me to avoid their front end chat but if you can accept that and get past it and reach VIP then you run into all the wonderful, caring people.
 

fortunelounge

Dormant account
Joined
Mar 7, 2003
Location
South Africa
It seems they have changed reps here. It used to be Wim. I hope Gabriela stays as Wim didnt seem to care much. I asked him once to help me verify my id cause it was taking forever. He never responded. When I spoke to him weeks later about a different issue I asked him why he didnt respond to me and he said something like "well ID verification is our policy so there wasnt anything I could do about it so what did you expect me to say to you". Really turned me off big time and almost left them because of this response. I wasnt even asking anything out of the ordinary but to speed up the process because it was over 5 days and I still wasnt verified.

I had an issue with the casino and even though Gabriela and I disagreed largely, she at least responds and is nice.

I find there are some very good people that work with this company but there are some very very bad ones too. Their front line support 50% of the time is okay and the other 50% is about the worst of any place ive ever come across. They have made so many mistakes that I now refuse to use them for anything. I speak to my vip host or Gabriela. I really feel Fortune Lounge needs to really revamp and retrain their chat agents

Thank you for the compliment for Gabriela who took care of the forum while I was on leave.

I was a bit surprised to read about your dissatisfaction with my handling of the verification issue considering that I informed you that I did not respond as you made a statement that we should revise our verification process.

My apologies if you feel you have been neglected.

Regards

Wim
 
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Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
No matter how you feel, it's never ok to post a private message in the forum.
I would never dare sending you one again.
 
Last edited:

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
For what it's worth Wim, you have my respect as always.

And you seem to have made sure someone else takes up the reins if you are away, welcome Gabriela.

Far too often if a rep has (well deserved) time off, issues are just ignored.

Someone should take over responding if a rep is away, and seems like Fortune Lounge does take care of that.
 

fortunelounge

Dormant account
Joined
Mar 7, 2003
Location
South Africa
No matter how you feel, it's never ok to post a private message in the forum.
I would never dare sending you one again.

Hi Trilej

This is the first time ever I have done so but I felt it would explain the situation.

Will not do so again.

Regards

Wim
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
No matter how you feel, it's never ok to post a private message in the forum.
I would never dare sending you one again.

I'd agree in principle for sure with you Tirilej. But I'd risk it if I'd needed help, I think Wim will consider more closely what he may disclose publically in future.

He gets a mulligan for this one in my books.

Wim, if you'd like to post our communication over the issue I was unhappy with, you have my full permission. But it was years back, and probably too much work to bother.

There's not been that many times players have had issues with Fortune Lounge, and any time I've given Wim a nudge there was one he got involved.
 

goatwack

Get dunked, big buns!
Joined
Aug 29, 2012
Location
Londonia
No matter how you feel, it's never ok to post a private message in the forum.
I would never dare sending you one again.

Yeah I agree with that one. They were trying to make a detailed point about who said what, but the clue is in the title, ie "Private Message" :oops:

Well at least I know who Jennifer is now.

I'm Alex by the way everyone :eek:
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
Hi Trilej

This is the first time ever I have done so but I felt it would explain the situation.

Will not do so again.

Regards

Wim

It's ok. I know you're good and didn't mean any harm. Maybe removing her part now is the best to do though.

I once had my pm's laid out for everyone to read so I react immediately if someone is doing it. Mine wasn't as well written as lockinlove's though :oops:
 

lockinlove

Staring into the sun
PABaccred
PABnonaccred
Joined
Jan 17, 2014
Location
Canada
Thank you for the compliment for Gabriela who took care of the forum while I was on leave.

I was a bit surprised to read about your dissatisfaction with my handling of the verification issue considering that I informed you that I did not respond as you made a statement that we should revise our verification process.

My apologies if you feel you have been neglected.

Regards

Wim

Well whatever was said by me, I feel like you acknowledging a private message when a player of yours is clearly frustrated would have been the right thing to do.

I dont have a problem with you posting a PM of mine if I made a claim that isnt accurate but its against the forum rules so I guess thats why. My apologies for any inaccuracies though but I still think you should have responded.

I just want to clear this up as you seem to have forgot there where 2 pms sent where you did not respond. When a 3rd one was sent awhile after with the header complaint where I complained about a few things including you not responding to me

It was awhile back now and I thought you were gone otherwise I wouldnt air it out to start a disagreement over it.

I added alot more to this post but decided to send it to you via pm as I dont want to clog up a thread thats meant to thank you guys with me bashing you all
 

lockinlove

Staring into the sun
PABaccred
PABnonaccred
Joined
Jan 17, 2014
Location
Canada
Just want to thank Wim for allowing me to stay with my current vip host that was just a temp til my other one came back from holidays.

If anyone gets vip here, request Audrey. She is the absolute best. Funny, kind, personal and super friendly.

So happy to have her
 

Thurman Merch

Banned User
Joined
Sep 22, 2016
Location
Wild West
Yeah Im really not sure when they actually hold people to the 5k a week. I stated this before but you might have missed it, I won $6800. They paid me $5000 one day then the rest the next.

I think maybe if its you are a fairly active player maybe they disregard the policy. And they dont treat you different here if you are a winner which is nice. In 2 months since being active ive deposted $11,000 and cashed out $19,000.

If I lose a couple deposits in a row they throw me $200 free chip even though Im way up.

Ive voiced my displeasure with many things but the more I get to know their system and how to deal with them, the more positive my feelings are. And btw, i dont think it should take me to figure them out or it should take me to avoid their front end chat but if you can accept that and get past it and reach VIP then you run into all the wonderful, caring people.

Wow! You were very lucky to receive that kind of treatment and comps. Well done! ;)

Unfortunately my experience with this group hasn't been great.

I was a former high roller and VIP at both Platinum Play casino and more recently 7 Sultans casino, and I have to admit that out of all the sites I'm a VIP at they were the worst!

I never ever received any random free spins or comps like most sites give out, and if I lost multiple deposits in row with a low rtp I would always have to beg for a comp. It was very embarrassing, especially considering the amounts I was depositing. Importantly I also hardly ever made withdrawals, and can only remember making 2 withdrawals combined at both sites, and these were minor amounts.

I finally had enough when I realized that I was only receiving approximately 4% back in comps compared to most other sites I play at who regularly offer me 10-15%.

I took my business elsewhere in the end and have never played at Platinum Play again, and will only occasionally make a few deposits at 7 Sultans but only if a bonus is being offered.

They no longer get my big deposits, as I don't think I should have to beg for VIP perks when I get them without asking at plenty of other sites. Especially considering I am what most casinos would consider an ideal customer. That's one who deposits plenty and hardly ever withdraws. :)

I'd probably have a heart attack from shock if I was offered a $200 comp and was up overall at the casino, lol. ;)
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
Just want to thank Wim for allowing me to stay with my current vip host that was just a temp til my other one came back from holidays.

If anyone gets vip here, request Audrey. She is the absolute best. Funny, kind, personal and super friendly.

So happy to have her

Audrey still at FL? Amazing stamina! :D Oh and you can speak French with her as she is from France.

Sent her my regards although she probably won't remember me. Last time i met her was in 2007 on their summer cruise. IF she can't, tell her its the tall blonde German called Harry/Harald. :D
 

lockinlove

Staring into the sun
PABaccred
PABnonaccred
Joined
Jan 17, 2014
Location
Canada
Wow! You were very lucky to receive that kind of treatment and comps. Well done! ;)

Unfortunately my experience with this group hasn't been great.

I was a former high roller and VIP at both Platinum Play casino and more recently 7 Sultans casino, and I have to admit that out of all the sites I'm a VIP at they were the worst!

I never ever received any random free spins or comps like most sites give out, and if I lost multiple deposits in row with a low rtp I would always have to beg for a comp. It was very embarrassing, especially considering the amounts I was depositing. Importantly I also hardly ever made withdrawals, and can only remember making 2 withdrawals combined at both sites, and these were minor amounts.

I finally had enough when I realized that I was only receiving approximately 4% back in comps compared to most other sites I play at who regularly offer me 10-15%.

I took my business elsewhere in the end and have never played at Platinum Play again, and will only occasionally make a few deposits at 7 Sultans but only if a bonus is being offered.

They no longer get my big deposits, as I don't think I should have to beg for VIP perks when I get them without asking at plenty of other sites. Especially considering I am what most casinos would consider an ideal customer. That's one who deposits plenty and hardly ever withdraws. :)

I'd probably have a heart attack from shock if I was offered a $200 comp and was up overall at the casino, lol. ;)

its probably because you were dealing their front end support or jayson. Either or are completely useless.

If you are interested in returning, send Wim a message. My first impression from him was poor but maybe it was just a one off cause he actually seems to be pretty cool and easy to work with and will try and take care of people.

What you are explaining sounds awful and I would leave too if I were you. But like I said maybe you just had a bad host or something. Look into a little with Wim and see what he says or has to offer
 

lockinlove

Staring into the sun
PABaccred
PABnonaccred
Joined
Jan 17, 2014
Location
Canada
Audrey still at FL? Amazing stamina! :D Oh and you can speak French with her as she is from France.

Sent her my regards although she probably won't remember me. Last time i met her was in 2007 on their summer cruise. IF she can't, tell her its the tall blonde German called Harry/Harald. :D

lol I will tell her.

Shes pretty awesome.
 

Thurman Merch

Banned User
Joined
Sep 22, 2016
Location
Wild West
its probably because you were dealing their front end support or jayson. Either or are completely useless.

If you are interested in returning, send Wim a message. My first impression from him was poor but maybe it was just a one off cause he actually seems to be pretty cool and easy to work with and will try and take care of people.

What you are explaining sounds awful and I would leave too if I were you. But like I said maybe you just had a bad host or something. Look into a little with Wim and see what he says or has to offer

Thanks for the advice. ;)

To be honest I'm in no rush or need to return to them as a VIP and am happy now at my current sites. In saying that I'm always open to new ideas so if they want my business now they have to approach me, otherwise I won't be approaching them again. Having to beg for vip service isn't something I particularly want to go through again. ;)
 

fortunelounge

Dormant account
Joined
Mar 7, 2003
Location
South Africa
Thanks for the advice. ;)

To be honest I'm in no rush or need to return to them as a VIP and am happy now at my current sites. In saying that I'm always open to new ideas so if they want my business now they have to approach me, otherwise I won't be approaching them again. Having to beg for vip service isn't something I particularly want to go through again. ;)

Hi Thurman Merch,

I am sad to hear you didn't have the best experience with us the first time round. Could you PM your account with us so I can have a look for you, I can't promise anything at this time, but I can guarantee you my honesty, I would love to discuss this with you further :thumbsup:.

Kind Regards,

Gabriela
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
Hi Thurman Merch,

I am sad to hear you didn't have the best experience with us the first time round. Could you PM your account with us so I can have a look for you, I can't promise anything at this time, but I can guarantee you my honesty, I would love to discuss this with you further :thumbsup:.

Kind Regards,

Gabriela

Are you really sure about that?

Thurman Merch aka Azzurri was banned a few days ago from this forum. He might have some problems getting in contact with you here ;)
 

fortunelounge

Dormant account
Joined
Mar 7, 2003
Location
South Africa
Are you really sure about that?

Thurman Merch aka Azzurri was banned a few days ago from this forum. He might have some problems getting in contact with you here ;)

Hi Tirilej,

Thanks for informing me, I wasn't aware of the ban.

Thanks,

Gaby
 
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