Hi,

I'm not sure whether you'll be able to help with this complaint or not as Fortune Clock appear to be unregulated but thought I'd give you a try anyway.

I've had a number of issues with them over the last few months, largely relating to withdrawal delays and them waiting for their maximum 36 hour withdrawal times before depositing funds into my account, however this issue is different.

I played over the course of last week, depositing €900 by Friday and doing okay. On Saturday I received an email from my Account Manager Emily, advising that if I deposited a further €100 before the week ended, I'd be eligible for 10% cash back of €1000 or more deposited during that week. I proceeded and sadly lost all that I had deposited, albeit having made a withdrawal but depositing it again and coming out with nothing.

I received a follow-up email yesterday advising that Emily had spoken with the Bonus Team and that they wouldn't be honouring the cashback as I had made a withdrawal during that week and that due to this I was actually better off. I explained that by this time I hadn't benefitted at all and that I'd only added additional funds on the basis that I'd have the cashback as a safety net.

I have the email if it helps.

Please can you let me know your thoughts?

Thank you

Stephen

Dear Steprest,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I completely understand that this wasn’t very nice from the casino, but I am not sure we will be able to help. First, I would like to see those emails.

Would you be so kind and forward it to my email address [email protected]?

Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

I've just sent them over to you.

Thank you

Steprest, thank you very much for your email. This cash back bonus is given in a form of percent of your loss that week. In your initial message you mentioned, that you lost all you deposited. Could you please confirm that you are referring to your €100 deposit? If not, how much did you lost that week, please?

Hey Kristina.

Here's the timeline:

Week 13/07-19/07 - Over the course of 15/07 and 16/07 I deposited €600 and won €1500. I then waited a couple of days for them to verify my new bank card. The withdrawal request was then put through on Saturday 18/07, I waited the 36 hours processing time and then the payment appears to have landed into my bank account on the morning of Monday 20/07/2020.

Week 20/07-26/07 - I deposited €1075, all of which was lost.

Hope this helps to clear things up but if not, please let me know what you need.

Thank you

Thank you very much Steprest. I will now transfer your complaint to my colleague Peter who will be at your assistance. Please be aware, that we cannot guarantee you a positive outcome in this case, but I wish you the best of luck and hope to see your problem being resolved to your satisfaction.

Hi Stephen,

I looked at your complaint and understand the situation. I find particularly curious the statement from the casino rep: "So, unfortunately, our bonus department refused my request for cashback as it is given for losses." In my opinion she shouldn't have offered you a bonus if she wasn't authorized to do so. I will contact the casino and see what can be done.

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.

Hi Stephen,

I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without their cooperation. 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. I wish I could help you more.

Best regards,

Peter