Home Complaints Fortune Clock Casino - Player’s struggling to complete KYC verification.

Amount: €925

Fortune Clock Casino - Player’s struggling to complete KYC verification.

6.1/10 Questionable reputation Submitted: 17 Apr 2020 | Case opened
Current status

Waiting for casino to reply

1d 1h 23m 16s

Case summary

66 days ago - 20 Apr 2020

The player from India is experiencing difficulties completing the verification and therefore, withdrawing his winnings.

Written by Juli
Casino analyst
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I deposited 2 times in this casino 500e and won 925e . I tried to withdraw and it was declined 36 hours later with no explanation , i contacted customer service and they said i have multiple accounts witch i dont . They then realised i did not and said withdraw again . So i withdrew again and another 36 hours later that one was rejected as tbey wanted stupid amounts of id and address proofs . So i sent them what i had already on my phone as im isolating 300 miles from the address my card is registered too (covid 19) witch was . A picture of my passport , a picture of my drivers license (with my address on there) . A copy of the latest statement of my online bank . A copy of my phone bill . A photo of the front of my card and a photo of my back of the card . 36 hours they are still rejecting it saying they need a photo of the back of my card with all 4 corners of the card ! I currently dont have that card as the world is in lock down and i think that card is at my address where i cant get back to for weeks ! I then said the only thing i can do is order a new card to here but that wouldnt be sufficient as id need to change address with the bank and also the card would have different numbers on so they wouldnt pay out regaurdless ! They then said they would refund my deposits but will take 7-10 buisness days for them to accept ! This is a complete scam company ! Every thing i sent was more than sufficient for multiple online casinos as verification but these cowboys its not ! They have no intension on paying anyone out they are a complete scam ! I highly doubt they will even refund my deposit ! 

ps i did send them a pic of the back of my card but because a corner was cut out they wont approve 

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Dear James,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask for their assistance, but, before we do so, could you please advise if the bank card issue seems to be the only obstacle standing between you and your winnings? Did you provide all the other relevant documents needed to complete KYC (verification) process? I believe we will be able to help you resolving this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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Yeah . So i sent them passport , drivers lisence , online bank Statements and phone bill  . They have now closed my account and said they have issued me a refund of my deposit . witch will take 7-10 days 

 

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I’m sorry to hear about your account closure. Have you received any explanation from the casino why your account has been closed? Could you please forward it to [email protected]? Thank you very much in advance. 

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Hi . Because i asked for my deposit back they have closed my account . Still not refunded anything . I have emailed screen shots of the chat 

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Thank you very much James for providing all the necessary information via email. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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Hello James, 
Thank you for providing us with the information we requested. We will now try to get in touch with the casino and find more information case.  

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its 100% a scam site by the looks of it .

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Hello, Dear James!


Really sad to see that you said so about our casino. Let me notice please that;

1) you asked to block your account and in message said that we did it without your decision(I sent proofs to Juliia)

2) you sent to us photo of your card but in the wrong way: it has to show first 6 numbers and 4 last numbers of the card, however you did first 4 and last 6 - that`s why we had to decline and ask for correct one;


Please, pay attention to messages that payment department send to you and send correct documents with visible necessary parts of it.

I hope that situation will be sorted out quite soon and you will enjoy FortuneClock !


Best regards,

FortuneClock

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No i asked for a refund and to close my account if you guys was not paying me . Do you have an email ill send that over to you now with the first 6 and last 4 .

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If you can get this accepted of my 955e ill change my reviews to good ones and also play again with your selfs as i do think you have good games !

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I have submitted the 1st 6 and last 4 to "payments department" one last time .

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Please, just do correct, like payments asked you!


Best regards,FortuneClock

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I have done everything that was asked can you please check i have sent the card with the 1st 6 and last 4 as you requested ?

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Saying please do correct like the payments asked you is not resolving this issue . I have sent passport , drivers licence , bank statements , pictures of the card back and front ! In what world is this not acceptable ! I have misplaced my card and need to order a new one but because of your site ive refrained from doing so incase (unlikely ) you guys send payment . Can you please try to resolve this today !

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James, I`'d like to make it faster, but unfortunately that is not under my competence, I can`'t influence.

I am sure that Payment Department will do you all the best to sort it out as sson as possible, but they cant leave other applications and fulfill your request out of turn.



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Well i cant submit a new one as my acc is closed . Can you re activate and ill submit again 1 final time

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I have sent "payments department" the required first 6 and last 4 of my card as you requested and asked for my acc to be re activated 2 days ago . Ive had no reply but my acc has been re activated . I tried to withdraw again but when i do it says " error.payment.invalid.payment.operation" can you please advise what the situation is please ?

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3 days still no reply . Had to go on online chat ....again they contradict what you said and they say i need to send you a whole new picture of the card back and front. I explained ive lost the card and im waiting on you guys to pay me so i can re order a new one as i know how difficult you will be paying me on a different card number . He said unless i can send you a picture of that exact card you wont pay out ! This is by far the worst service ive ever seen from any casino in my life . You are basically crooks ! You know full well what i have sent is more than sufficient to prove i am who i say i am !

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It seems that this casino has a stricter verification process, but it is not unusual, especially if you tried to withdraw for the first time. Collecting and processing of documentary evidence is important in order to send the winnings to the right person. In some cases, it might take a bit longer. Please be patient.  If all the data is correct, there should be no reason for the casino to delay your withdrawal again.  This is why we advise players to be patient. 

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Ive had to order a new bank card now as i couldnt wait any longer for them to pay using old card numbers . So now the long card numbers will be different to the ones i used to deposit (same account ) wonder how many hoops ill need to jump through now to get my money out ?

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New card has arrived . I have sent them photos and bank statment with matching acc and sort code . This should be enough ?

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Dear James,

I will set the timer for 4 days and if there is no reply by Monday next week, please get back to me and we will contact the casino. Does it sound acceptable? 

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Yeah . I think this should be enough . They asked for statement with long card number however uk banks never put that number on there only the acc and sort .

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Still no reply

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Received an email saying they have received the documents and will get back to me soon . This was 5 days ago and still heard nothing back .

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Hello James,

Please, inform me, when the casino gives you an answer. Could you please forward it to [email protected]

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Its been 10 days now since i sent them new card photos . They would have replied by now if they had any intension of paying out.

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Got a reply saying "Dear James,

Thanks for taking time to contact us.

Your request is being reviewed, please wait.

--

Kind regards,

Fortune Clock Casino Payments Team"





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I would kindly ask the casino where is the problem with verification. We would like to know which documents you are missing, so James can provide them as soon as possible.

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Suprise suprise ! According to them the bank has rejected them sending me the money now . Banks will never reject incoming money !

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becoming a bit of a joke now ! They are saying my bank is rejecting witch is not true ! And i can only withdraw via perfect money ! Please can the casino respond !

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no chance at all i will be using that ! I paid by bank i expect to be paid back by bank ! My bank has confirmed they have not had any attempt of payment! Casino seems to be ignoring me now .

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Good afternoon!

We have made several attempts to withdraw player's winnings on a new card, since one he used earlier was closed.

As those attempts weren't successful, we suggested alternative withdrawal methods player can use.

Player is not willing to cooperate, while did everything to proceed on with his withdrawal.


I hope we can sort it out in possible way, including all that conditions.


Best regards,

FortuneClock


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There is no issue with me receiving payments so the issue is obviously on your end . Im sorry but i have jumped through your 1000 hoops Already and i have obliged to your every request . There is nothing in your many t & c’s that state "if there is a issue with our payment system we have to pay you by perfect money app" . So not in a rude way but if there is a problem your end with your "payment system" i suggest you get that fixed ! I look forward to your reply sometime next month !


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Still no payments . They have 0 problems taking money from my account but want to pay you using scam money wallets . Whats the next steps juli as i dont think im being unreasonable requesting payment via bank and not "perfect money app" ?

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Dear James,

As Fortune Clock Casino wrote before, you need to use a different payment method for a withdrawal.

"We have made several attempts to withdraw player's winnings on a new card, since one he used earlier was closed.

As those attempts weren't successful, we suggested alternative withdrawal methods player can use."

Please contact their support and let me know about the outcome.

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this has now worn thin on my patience . There is no other option for me to withdraw other than the perfect money app (witch is a scam) . In all fairness casino-in.guru is pretty useless too . Iv waited almost 3 weeks for that reply and had this dispute going for over 2 months now, this is an obvious scam!


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The casino has the right to choose another method for sending a winnings to the player if the deposit method is not available.

Please understand, that variety and accessibility of payment methods is not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, all have a major influence.

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But the deposit method is available tho . I have no issues at all in receiving payments and the only choice they are giving me is using an app called perfect money witch even a fast google serch will tell you is predominantly used by scammers . If i choose this method and lose the money i will have no chance to re coop the money via any authority as i agreed to be paid in this method . I requested to be paid via skrill as this is a method on their withdrawal page however that was rejected as normal .


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Tried to withdraw through skrill but thats been rejected . They will only pay through the perfect money app witch when they send i will never see again

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But they will attempt to pay me via my girlfriends bank card (if i send them all of her details , photo id and proofs ) what a shambles of a casino . I think going through here is pointless too its been well over 2 months and im getting no where ! They have basically robbed me !

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Hello James,

Is there anything new regarding your withdrawal? Did you received your money or still waiting?

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No not received and they do not respond to me . I have tried to withdraw via skrill and visa and all that happens is they reject . They are a scam i have lost all hope of getting my money back . Im going through visa disputes to try and re coop my deposits this way .

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On the plus side i have had 100s of people messaging me from my reviews for proof They are a scam witch in turn has stopped them from using this casino .

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Still no reply from them . Come on mr jim partners please can you explain why i cant withdraw via skrill if "your payment system" dont work ?? Why am i only being given 1 option (scam option) to withdraw via perfect money app ?? There is so many bad reviews for you guys where people have had EXACTLY the same experience as me :

1, you have a duplicate account

36hrs later

2, oh wait no you dont please re submit

36 hrs later

3, you need to send one million verification proofs and wait 2 weeks for "the payments team" to verify

4, there is a problem with your bank please contact them

5,we can pay you via the perfect money app


so I'm guessing step 5 is the last step then ? No contact after that ?



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Hello James and Fortune Clock Casino,

I would kindly ask the casino to explain us why player can't withdraw via Skrill and advise an alternative payment method James could use. Your help and understanding is highly appreciated in this matter. Thank you in advance.

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Got an email saying they have tried through skrill but funny enough that isnt working either ! Perfect money is working fine tho . These guys are con artists !

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