Fortune Clock Casino - El jugador experimenta repetidas denegaciones de retiro.

Hello, good afternoon Guru sir.

Here's a brief summary of the events to help you better understand my situation:

1. In October of 2023, I signed up for Fortune Clock and proceeded to verify my identity, email, and phone number, thereby fully and perfectly verifying my account.
2. I won an amount of 4729 euros, and as is the custom with betting houses when they lose, they limited my account. I had no other choice but to request a withdrawal of this amount.
3. On November 21, 2023, at 9:58 a.m., I received a message from "es_support@fortuneclock.email" telling me that the withdrawal option was blocked and they had the right to conduct additional investigations to guarantee my bets were safe and did not violate the rules. The withdrawal option remained blocked until January 31, 2024 (which felt like forever).
4. When that date arrived, they told me I needed to upload relevant documents to the payment methods section in order to withdraw the money. I did as instructed and received an email from "no-reply@foclock.com" at 6:34 p.m. on February 1, 2024, indicating that my payment method had verified successfully and I could now make withdrawals.
5. But this is when the issues began, as I tried to transfer money to my bank account (THE ONLY WITHDRAWAL METHOD OFFERED) and every request was denied.
6. I contacted the casino via chat and they informed me the issue was due to a temporary technical glitch and suggested I try again. But as the document attached shows, I've tried 10 times, all requests were rejected and no money was transferred.
7. I contacted the chat support again and they apologized, but insisted they couldn't do anything as the problem originated from the payment provider.

So, Guru sir, I suspect the real issues aren't technical, but they simply don't want to payout and are just stalling.

I even suggested alternative withdrawal methods such as Bitcoin or electronic wallets like SKill, Jeton, eZeeWallet, or Perfect Money… but still, I only received negative responses.

I kindly request your assistance in this matter, hoping we can find a resolution. At worst, I need expert advice regarding possible legal recourse.

Thank you very much.

Yours sincerely, Tejada48

hola buenas tardes señor de guru.

Hare un breve resumen de los hechos tal para que sea mejor entendible por ustedes:

1. Alla por el mes de octubre del 2023 me di de alta en la compañia de Fortune clock, procediendo a continuacion a verificar mi identidad, mi correo electronico asi como mi numero de telefono, por lo que la cuenta quedo COMPLETA Y PERFECTAMENTE VERIFICADA.
2. Tras ir ganando la cantidad indicada de 4729 euros, y como acostumbran las casas de apuestas cuando pierden, procedieron a limitarme la cuenta, por lo que no tuve mas remedio que proceder a la solicitud de retiro de dicha cantidad.
3. Fue entonces cuando el dia 21/11/2023 a las 9:58 horas recibi un mensaje de "es_support@fortuneclock.email" donde se me decia que la opcion de retiro habia sido bloqueada ya que tenian derecho a la realizacion de las investigaciones adicionales para asegurarse que mis apuestas eran seguras y no infringian las normas, estando dicha opcion de retiro bloqueada hasta el 31 de enero de 2024. (una eternidad).
4. Tras llegar esa fecha me dicen que para poder sacar el dinero tengo que cargar en la seccion de medios de pago los documentos oportunos, lo cual realizo correctamente, y tras ello recibo un correo el dia 01/02/2024 a las 18:34 horas de "no-reply@foclock.com" donde se me expone que mi medio de pago habia sido verificado correctamente y que ya podia hacer retiros.
5. Bueno pues es cuando en este momento empiezan los problemas por que no hago mas que hacer solicitudes a mi cuenta bancaria (UNICO METODO DE RETIRO QUE TIENEN) y todos son rechazados.
6. Me pongo en contacto via chat con el casino y me dicen que el problema no es de ellos sino de un problema tecnico temporal y que lo intente de nuevo, y como ve señor de guro en el documento que le adjunto, por intentarlo no es YA QUE LLEVO 10 RECHAZOS SEGUIDOS Y NINGUN INGRESO.
7. -Me vuelvo a poner en contando con el chat y me dicen que lo sienten y que ellos no pueden hacer nada, que el problema viene del lado del proovedor de pagos.

El caso señor de Guru es que tengo la intuicion o el presentimiento de que el problema no es ese, sino que no quieren pagar y que no hacen mas que dar largas.

Les he puesto incluso soluciones alternativas como el retiro en otras formas como por Bitcoin o por monedero electronico tipo SKill, Jeton, eZeeWalleto o Perfect Money... pero nada, todo son negativas.

Solicito por favor que me ayude en este caso y ver como se puede resolver y en el peor de los casos, como experto que salidas tiene a nivel judicial.

Muchas gracias

Atentamente Tejada48

Hello Tejada48,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Fortune Clock Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hello Guru sir.

To the following question asked by you: Could you tell us how long your account has been completely verified? Did you accumulate your winnings with real money or use a bonus? When was the last time you spoke to the casino and what was it about?

• The account has been perfectly verified since approximately NOVEMBER.
• The accumulation of profits was with real money and the money I played with was deposited correctly and there was no technical problem (curious, right?)
• DO NOT use any bonus for this, I don't like them because they demand a lot of things from you afterwards.

To the following question from you: When was the last time you spoke to the casino and what was it about?

• The last time I spoke with the casino was on February 10 of this year, all via online chat explaining what is happening and they told me that it is the payment provider's problem, that they can't do anything and that I should just keep trying by requesting withdrawals . (I've had exactly 11 and they've all been rejected)

Looking at people's reviews and opinions about this house on their Guru page, apparently that's what they do, DON'T PAY AND GIVE AWAY.

The curious thing about Guru is that to deposit they do have a lot of ways, from credit cards to cryptocurrencies and electronic wallets, however, to withdraw only credit cards, an obvious symptom that to put money in, everything is easy, but now to withdraw quite the opposite.

What's more, I don't care about that as long as they pay, but they DON'T PAY, YOU CAN ALREADY SEE IT IN THE PHOTOS I ATTACHED IN THE PREVIOUS MESSAGE.

In the end they also do not want to provide retirement alternatives, evidently because they are not interested.

You, Mr. Guru, I don't know if you remember, but I am the one who recently raised a payment problem of 4200e with MOSTBET, which I paid to a bitcoin amount that was not mine, which was recognized by the house. bug and fixed; By this I mean that I am not a bettor who likes to bluff and when I make a complaint it is with all the right in the world.

I hope that on this occasion you, due to your great influence in the betting houses, can help me because it is my last hope.

Thank you very much in advance

Tejada48

Hola señor de Guru.

A la pregunta hecha por ustedes siguiente : ¿Podría informarnos desde cuándo está completamente verificada su cuenta? ¿Acumulaste tus ganancias con dinero real o usaste un bono? ¿Cuándo fue la última vez que habló con el casino y de qué se trató?

• la cuenta esta perfectamente verificada desde el mes de NOVIEMBRE aproximadamente.
• El cumulo de ganancias fue con dinero real y el dinero con el que jugué fue depositado correctamente y no hubo para ello ningún problema técnico ( curioso ¿ verdad?)
• NO use ningún bono para ello, no me gustan porque después te exigen muchas cosas.

A la pregunta hecha por ustedes siguiente: ¿Cuándo fue la última vez que habló con el casino y de qué se trató?

• La ultima vez que hable con el casino fue el día 10 de Febrero del presente año, todo vía chat online exponiéndoles lo que ocurre y me dicen que es problema del proveedor de pagos, que ellos no pueden hacer nada y que simplemente siga intentándolo solicitando retiros. (llevo ya 11 exactamente y todos rechazados)

Mirando las reseñas y opiniones de gente sobre esta casa en su pagina de Guru, al parecer es lo que hacen, NO PAGAR Y DAR LARGAS.

Lo curioso señor de Guru es que para depositar si tienen un monton de formas, desde tarjeta de credito hasta mediante criptomonedas y monederos electronicos, sin embargo para retirar solo tarjeta de credito, sintoma evidente de que para meter dinero, todo facilidades pero ya para retirar todo lo contrario.

Es mas, a mi eso me da igual mientras paguen, pero es que NO PAGAN, YA PUEDE VERLO EN LAS FOTOS QUE ADJUNTÉ EN EL ANTERIOR MENSAJE.

A la postre tampoco quieren dar alternativas de retiro, evidentemente por que no les interesa.

Usted, señor de guru, no se si se acordara, pero yo soy el que hace poco puse un problema de pago de 4200e con MOSTBET, que pago a una cuanta de bitcoin que no era la mia, lo cual fue por la casa reconocido el error y solucionado; con esto quiero decir que no soy un apostador que me guste marcarme faroles y cuando pongo una queja es con toda la razón del mundo.

Espero que en esta ocasión usted, por su gran influencia en las casas de apuestas, pueda ayudarme por que es mi ultima esperanza.

Muchas gracias de antemano

Tejada48

Hello Tejada48 and thank you for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Tejada48,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Fortune Clock Casino representative to join this conversation.

Dear Fortune Clock Casino,

Could you please clarify, what the player can do to receive his withdrawal in shortest time possible?

Thank you in advance,

Mirka

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 Tejada48,

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,

Mirka