I have had multiple problems with FortuneClock. For over 2 weeks I have been trying to withdraw my money. I have withdrawn from fortuneclock in the past, but have been unable to for the past 16 days.

They have had a problem from their side where an old withdrawal from September 1st is still listed as "Pending" in withdrawal history. That payment was completed and credited to my bank account on September 1st. Ever since then I have been unable to withdraw any more funds. I had over 900 euros in my account when I wanted to withdraw again at the beginning of September, but I have not been able to. Every time I try and withdraw I get the message "You already have an active withdrawal request." This is wrong though as I have no active withdrawal request as the one that says pending from September 1st was credited to my bank account.

I have spoke on online chat every day since, emailed the payments department, emailed support and spoke on the phone. Still this issue has not been resolved.

To make thing's worse, last night I bet on Aston Villa to beat Burton Albion in the EFL Cup and I should have been credited 73.71 euros. The bet won but I was not credited any money.

The stress I have been caused by fortuneclock has really been hard on me over the past weeks.

Dear Anthony,

Thank you for submitting your complaint. I'm really sorry to hear about your issue. Allow me to ask you a few more question before we would try to contact the casino. Did you try to cancel the "bugged" withdrawal request? What did the casino told you about your issue? Also please, could you somehow show us your balance before the bet so we can be sure it was legit. If you have any more relevant proof please send it to [email protected].

Looking forward your answer.

Best regards,

Nick

Hi Nick,

Basically what happened was the "bugged" withdrawal request that appears as pending is not actually pending. That pending withdrawal request for 350 euros was actually accepted on September 1st and debited to my bank account. That pending one should be listed as accepted as it was completed and the casino acknowledge that too. It's now 18 days it has been like that. I had close to 1000 euros in my account at the time I wanted to withdraw the money on September 2nd. I wanted to withdraw that money and then give myself a 7 day break from gambling with that as the ups and downs had been causing a lot of stress.

For the past 17/18 days I have been talking to fortuneclock on their online chat, by email and with my assigned manager on the phone to try and get this matter resolved. They keep saying their payments department is dealing with the issue and then tell me to come back and check with them the next day. So since September 1st I have been spent hours upon hours trying to get this sorted with fortuneclock and I have got absolutely nowhere as nothing has yet been done. In the meantime my balance has dwindled away now down to 400 euro due to the temptation to gamble. There is no way of locking the funds away. I can't self exclude myself for 7 days (the minimum they offer) until this withdrawal situation is resolved as I need my money.

This is not the first problem I have had with fortuneclock.

The football bet has been resolved now, it was a problem with their sports betting payments system and put on my account yesterday.

Please let me know if you require further information.

Kind Regards,

Anthony

Thank you Anthony for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Anthony,

I looked at your case and the screenshots and understand the situation. I will contact the casino and see if I can help.

Hi Anthony,

Thanks for the update. It is curious situation, I recommend you to stop playing for a while, until the issue gets resolved. We would like to ask the Fortune Clock Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Ok thanks Peter. I do appreciate your help in this matter very much. If you have any more questions feel free to ask.

Hi Anthony,

I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without the cooperation from their side. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. Please let me know when something changes ([email protected]). I really wish I could be of more help.

Best regards,

Peter