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

Good afternoon!

I explain my problem.

I made a deposit of € 60 at the fortuneclock casino. After a while I tried to withdraw some of the money, but it was rejected. I contacted the casino to find out why. They answered that I had to make a triple turn (bet triple the income made (60 * 3 = 180)) and they told me that I only had € 100 wagered. So far so good. I made a total new bet of € 100, which was already fulfilling the triple turn to withdraw, in addition to confirming my identity, email and number. Now I encounter the following problem: I request a withdrawal, I wait 36h for approval, and suddenly my withdrawal is rejected again for no reason. I need your help.

Greetings and thank you.

Buenas tardes!

Les explico mi problema.

Hice un ingreso de 60€ en el casino fortuneclock. Después de un tiempo intenté retirar algo del dinero, pero fue rechazado. Contacté con el casino para saber el por qué. Me respondieron que debía hacer un giro triple (apostar el triple del ingreso hecho (60*3=180)) y me comentaron que solo llevaba 100€ apostados. Hasta ahí bien. Hice una apuesta nueva total de 100€, con lo cual ya cumplía el giro triple para retirar, además de confirmar mi identidad, correo y número. Ahora me encuentro con el siguiente problema: solicito un retiro, espero 36h para la aprobación, y de repente es rechazado de nuevo mi retiro sin ningún motivo. Solicito su ayuda.

Un saludo y gracias.

Dear Albert,

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 the funds must be withdrawn on the same payment system, which was used to make deposit at your account;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

Good afternoon Kristína!

All conditions are met. I contacted them after verifying the data. And they just answered that it was rejected because I did not verify the card with which I made the deposit. What happens is the following: for security reasons, create a virtual card with an assigned balance through my real card, so it is not a physical card and there is no human form of verification of that card. I requested my withdrawal on the royal card, which I was able to confirm. But they ask me to confirm the virtual card, which is impossible since once the payment is made, that card is automatically deleted. I hope you can do something.

Thanks and best regards.

Buenas tardes Kristína!

Se cumplen todas las condiciones. Contacté con ellos después de verificar los datos. Y me acaban de responder que se rechazó porque no verifiqué la tarjeta con la que realicé el ingreso. Lo que pasa es lo siguiente: por motivos de seguridad cree una tarjeta virtual con un saldo asignado a través de mi tarjeta real, con lo cuál no es una tarjeta física y no hay forma humana de verificación de esa tarjeta. Solicité mi retiro en la tarjeta real, que sí pude confirmar. Pero ellos me piden que confirmé la tarjeta virtual, lo cual es imposible ya que una vez realizado el pago esa tarjeta se borra de forma automática. Espero que ustedes puedan hacer algo.

Gracias y un saludo.

Good afternoon Kristína!

I add information to the topic. The casino agents answered me. They told me that I needed to confirm the virtual card with which I made the deposit. Well I sent them a photo of the virtual card since, since it is not physical, it is the only way I have to show that it is mine. After sending the only missing document, I reapplied for the withdrawal, which has been canceled again. I speak in the chat and now they have not answered me for days, they were to call me today at 5 and I am still waiting. I am looking forward to your response.

Thank you very much and greetings.

Buenas tardes Kristína!

Añado información al tema. Me contestaron los agentes del casino. Me decían que me faltaba confirmar la tarjeta virtual con la que hice el ingreso. Bien les mandé una foto de la tarjeta virtual ya que al no ser física es la única forma que tengo de desmostrar que es mia. Después de envíar el único documento faltante, volví a solicitar el retiro, el cual ha sido cancelado otra vez. Hablo en el chat y ahora llevan días sin contestarme, quedaron de llamarme hoy a las 5 y sigo esperando. Espero su respuesta.

Muchas gracias y un saludo.

Hello Albert,

Verifying documents can take some time. I would like to ask you for your patience and wait for another 7 days. I will keep this complaint open and if your account isn't successfully verified (the casino don't call you as promised) during this time period, we will try to get in touch with the casino to figure out what is going on.

In the meantime, would you be so kind, keep me updated and let me know if there is anything new regarding your issue? Thank you for understanding.

Hello Albert,

Is there anything new regarding this case? Please let me know so we can continue resolving your complaint accordingly.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.