Fortune Clock Casino - La retirada del jugador se ha retrasado.

I requested the withdrawal and I skipped that they would review it in 36 hours ... after more than 48 hours I looked again and had to carry out the same operation again, saying that it would take 36 hours to check it, two days and more of the same thing happen again ... I have had to repeat the operation ... when my money arrives?

Solicité la retirada y me salto que la revisarían en 36 horas.. pasadas más de 48horas volví a mirar y tuve que realizar la misma operación diciéndome de nuevo que tardarían 36 horas en revisar,vuelven a pasar dos días y más de lo mismo.. eh tenido que volver a repetir la operación .. cuando llegara mi dinero?

Dear Lara,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I checked the casino’s T&Cs (https://2clockfortune.com/en/rules) and I found this:

„8.14.2. the funds must be withdrawn on the same payment system, which was used to make deposit at your account;

You need to have at least one successful deposit for the last 30 days before creating a withdrawal request."

Were these conditions fulfilled, before you requested your withdrawal, please?

Have you tried contacting the casino regarding your delayed withdrawal? If yes, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you in advance for your reply. I hope we will be able to help you with this case as soon as possible.

Best regards,

Kristina

Additional information from Lara's email:

"If I have contacted the casino and if I miss it the way it should ... the next day I log into my account and I find that the balance that should be there is not .. of 1,300.40e I only had 1,18e ... they tell me that I have played and it's a lie, I have not played at any time after winning that amount ... I asked them to check if it had been played from another device and even from another country and I they have answered the same thing .. that the money has been played .. they have stolen from me and I would like to know what to do, thanks "

Additional information from Lara's email:

"Si me e puesto en contacto con el casino y si lo e echo de la forma en la que debería .. al día siguiente entro en mi cuenta y me encuentro con que no está el saldo que debería de estar .. de 1,300,40e que tenia solo había 1,18e .. me dicen que yo e jugado y es mentira,no e jugado en ningún momento después de ganar ese monto.. les pedí que revisaran si se a jugado desde otro dispositivo e incluso desde otro país y me han respondido lo mismo.. que el dinero se a jugado .. me han robado y quisiera saber que debo de hacer, gracias"

Dear Lara,

I would like to ask you to reply directly to this complaint, because it is the easiest and quickest way to communicate with us.

Now I would like to know if you have access to your game history. If yes, could you forward it to my email address (kristina.s@casino.guru)? Thank you very much.

Hello Lara,

Did the casino send you your game history? Is there anything new regarding this case?

They have told me that they cannot send it to me and that they do not have access to the location of the devices that have entered the account, for everything they hit me and I have already told them that I am going to report them and I am in it, they have stolen from me 1,300ey this is not going to stay like this, it is unfair and nobody helps me!

Me han dicho que no me lo pueden enviar y que no tienen acceso a la ubicación de los dispositivos q han entrado a la cuenta,para todo me ponen pegas y ya les eh dicho que los voy a denunciar y estoy en ello,me han robado 1,300e y esto no se va a quedar así , es injusto y Nadie me ayuda!

Thank you very much Lara for your reply. I will now transfer your complaint to my colleague Nick 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.

I would like to ask Fortune Clock Casino to join this case to help us solve this problem.

Lara, please also note that Spain is restricted in the casino and their terms clearly states this information. Be aware of that in the future when you play in any casino and I would recommend you to read terms and conditions carefully.

Unfortunately the casino hasn’t provided any answer on this case yet.

Dear Lara, is there any update regarding your case? I would like to ask Fortune Clock Casino again to reply on 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’.

No they don't answer me

No,no me responden

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Nick

Casino.Guru