played on this site on September 2020 , my first deposit, and won more than 300 ￡. I was requested to play to cover the bonus wagering and when I finally did it I still had @270 ￡ which have been converted to 30 ￡ when I requested the withdrawal. The person I spoke then said it had to be like that as I couldn't withdrawal more than my account life deposit which was 30 ￡.

I contacted them by chat but my problem was not solved at all.

Dear alexelenis,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings?

"If you sign up to a promotion offering a free bonus or free spins without the need to make a deposit the maximum withdrawal that you can make is ￡50 maximum across all accounts held by you. If you are a non-UK Player, the maximum is 50 euros/ $50 or other currency equivalent. You must make a deposit to be able to make additional withdrawals. This withdrawal limit applies to each promotion of this type providing you have made at least one deposit on your respective account. If you have not made any deposits, then this withdrawal limit is applied throughout the lifetime of your respective account for funds won from promotions of this type."

Could you please confirm that you have activated a bonus when depositing funds into your account? Please advise how much were your cumulative deposits in this casino?

I would like to emphasize, that according to our Fair Gambling Codex http://www.kpvfaw.com/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If this were your first deposit and you’ve accumulated your winnings with an active bonus, I’m afraid there’s not much we can do for you. Looking forward to hearing from you.

Best regards,

Petronela

Hi, Petronela

Thank you for your time for looking at this issue.

I confirm I had deposited 30 ￡ and had a bonus added for my deposit. I played the bonus and my money, observing to complete the bonus waggering requirements when being told. I completed the wagering requirements and after still had 270 ￡ left on my account. When placed the withdrawal request I received only 30 ￡ as I couldn't withdrawal more than my lifetime deposit as I have been told.

I Don't have acces to my account but I asked via email the betting history which never received.

Dear alexelenis,

Thank you very much for your reply. Is there any relevant communication that you could forward to [email protected]?

Dear Petronela,

Apart of some screenshot taken of my late conversations asking them for my betting history ( that never arrived) and some screenshot taken later when I realised I should keep a record because I might have surprises, I don't have other relevant communication. I could forward that to you but I am trying hard to obtain the betting history from them as I don't have acces to my account since 2021 when I registered on gamestop.

Dear alexelenis,

Thank you very much for your email and forwarded screenshots. Still, I don't understand how is it possible to cap the winnings to the amount of your last deposit. It wouldn't be profitable at all to activate such a promotional offer. Is there any chance that your winnings have been canceled completely due to a breach of some bonus rule and afterward, your deposit refunded to you?

Dear Petronela,

As far as I am aware I didn't break any bonus rule. I have been playing several hours same game and got to have more than 300 ￡ on my account after losing and winings. When I decided to withdraw I couldn't because a message appeared saying that in order to withdraw I have to comply with the bonus betting rules and I had to continue betting for another 237 ￡ ( if I am not wrong) before placing the withdrawal. I continued playing and betting , completing the betting requirements. I was winning and losing as well checking every time to see how much was left for complying with the betting requirements. At some moment I had more than 500 ￡ on my account. When I completed the bonus betting requirements I decided to withdrawal and the sum left was 270 ￡.

It was then when I decided to withdraw and that time I could place the withdrawal request without any problem. To my surprise the system took my money off and left only 30 ￡ . It was then when I got in touch with their support team on chat and I was told that it was because I cannot withdraw more then my lifetime deposit and that's why I have been given only 30 ￡.

As well the bonus amount was 4.5 ￡ with wagering requirements ×65 which, on my opinion, was abusive but still I managed to complete the wagering requirements.

It was the 19th of September 2020 and I sent a screenshot with the deposits and bonuses obtained on the interval 19/10/2021-21/10/2021.

Have you saved, by any chance, any relevant communication between you and the casino?

Hi, Petronela

I didn't save any conversation from that very moment as it was my first time playing and I didn't know I might have such bad experiences.

I only have my emails requesting the betting history for that period but I didn't received it yet .

I can forward you the emails I sent them .

Please do. My email address is [email protected]. Thank you in advance.

Hi, Petronela

I have forwarded you the emails I had with the mfortune support.

Kind regards,

Florinela.

Thank you very much, alexelenis, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you , Petronela, for your help and support and wish you all the best.

Kind regards,

Florinela.

Hello Florinela.

I am sorry to hear about your troubles.

Unfortunately, your case is a bit old, and we cannot check the old promos.

However, I would like to invite the casino representative into the case. Maybe they can check what happened that time.

Thank you, Matej

I am as well waiting for the betting hx for that week from them.

Hope they will take the time to onor tour request at least.

Kind regards,

Florinela.

Hi Alexelenis,

Thank you for reaching out to us, we are sorry to hear you are unhappy you have not received your withdrawal. We can confirm as your withdrawal was from 2020 we are unable to investigate this further due to the limited stored game records. Should you require your banking transactions we will be more than happy to provide this for you upon confirmation. After reviewing your account, we are pleased to confirm there are no unprocessed withdrawals from September 2020.

Furthermore, should you have concerns we do advise our players to contact us at the time of the occurrence or within 6 months as per our complaints procedure.

Our Complaints Procedure

133. We request you make any complaint as soon as possible (within 6 Months of the event occurring to which the complaint relates). This will allow us the best opportunity to resolve your complaint.

For reference, please see a link to our terms and conditions

https://www.mfortune.co.uk/our-terms/terms-and-conditions/

We appreciate this may not be the response you were expecting, should you require any further support please do not hesitate to contact us.

Kind regards

mFortune

Dear Alexelenis,

I am afraid that because there is no records about your game history and very little information about the bonus you took and temrs and conditions of this bonus. We may only assume that during your play you lost all your real balance and you won amount of ￡300 wigth bonus money. The bonus probably contain the rule that only value of deposited real money can be converted to real balance and thats why the casino cap your winnings.

This is our sssumption and to be sure what happened we would need to have better evidence.

Unfortunatelly in this situation I am afraid that we are forced to reject your complaint.

Please next time in case of troubles, submit your complaint immediatelly and we will be able to help you.

One more time we are sorry that we can't help you in this case.

Thank you , Matej , for your time to look at this issue.

I received a call yesterday from Mfortune support and been told they don't have the betting history anymore because it is too late .

It won't be a next time playing on their site .

Thank you all for your time and support.

Kind regards,

Florinela.

Unfortunatelly, we must reject this case.

We are sorry, Florinela, that we were unable to help you.

Please, next time, submit a complaint immediately after the incident.