Will not pay out

Dear Mandy64123,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Fully verified

I was told a couple of different stories...

One said investigation on my bets

One said I was money laundering

One said checking my identity

It's as though they don't know what they doing at all...!

The UK police was ignored

Manager ignored my request in reason why I was being ignored and asked for the exact reason I was being investigated.

Thank you very much, Mandy64123, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas ([email protected]) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Fortune Clock Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

They are very good at ignoring everyone including me ??

Hello Mandy64123,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Fortune Clock Casino to join the conversation and participate in the resolution of this complaint.

Dear Fortune Clock Casino,

Can you please share more information regarding the investigation of the player?

Thank you.

Kind regards,

Tomas

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mandy64123,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Tomas