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Fortune Legends

Property Name : Fortune Legends Casino

Property URL : https://www.fortunelegends.com/

Date of Audit : 14/08/2019

 

Site Design

  • Is the site design attractive and engaging?

 

  • The Fortune Legends Casino logo is readily apparent on the homepage to allow customers to discern that they have landed on the correct site. This also helps to develop brand recognition for future promotions.
  •  

  • The site homepage is not overcrowded with content – a mistake that many operators make – and this allows customers to define their pathway through the site more easily. To enhance this ease of use still further, ThePOGG would recommend the addition of 2 more top drop-down menus headed: Support and Information so that customers have a clear central point where all necessary documentation and information is located – particularly that pertaining to Responsible Gambling which is now a central concern of our sector. Of course it is Fortunes Legends’ prerogative to lay out their site as they wish but, in our experience, it is the small details such as these that make our exceptional operators stand out, maintain an edge on their competitors and comply with their regulatory obligations with ease.
    • Action Taken – In this case we prefer not to clutter the top navigation since our support (Zendesk is very accessible on the right hand corner, what we will be doing is beefing up our Responsible gaming section https://www.fortunelegends.com/en/responsible-gambling and a will be adding any Certifications (logos) that we have there.
    • Action Taken – At this moment support is a visible bottom floating icon at the bottom. As per designs we have added the support links at the bottom of the pages.
  •  

  • There are some positive features in terms of user experience such as the animation used to highlight the “Vault Info” link at the bottom of the large central advert for the Vault system used. However, in terms of colour use, Fortune Legends have instituted two sets of contrasting colours in close proximity, namely: black and white; red and yellow. Whilst contrast can be a successful device in advertising to draw attention to a particular area of a page, saturation of this particular technique can lead to eyes being tired and perhaps worse still, nothing on a page standing out. To this end – the area of a homepage that an operator really needs to highlight to improve conversion should be their “Signup” button or “Join Now” button. Currently, since both of these buttons on the Fortune Legends’ site appear in the same colours as the primary site design, they are lost in the fabric of the page. ThePOGG would suggest using a completely different colour that does not feature anywhere else to allow eyes to be drawn directly to them. If Fortune Legends does not want to change their primary colour palette then we would suggest using green for this purpose since it has positive connotations, universally understood by potential customers. A free resource useful for guidance on this area is found here: https://coschedule.com/blog/color-psychology-marketing/#primary
    • Action Taken – This has been done and we have changed the Yellow Buttons to Green across the site

 

  • Is the site easy to navigate and does it encourage flow?

 

  • As indicated already – the addition of Support and Information tabs in the top menu would be beneficial to flow through the site.
    • Action Taken – In this case we prefer not to clutter the top navigation since our support (Zendesk is very accessible on the right hand corner, what we will be doing is beefing up our Responsible gaming section https://www.fortunelegends.com/en/responsible-gambling and a will be adding any Certifications (logos) that we have there.

 

  • Does the design interfere with accessing the features or information on site?

 

  • The site design is largely positive – sensible plain fonts have been employed throughout and font colours implemented for the Terms and Conditions and other important policy documents do not contribute to eye strain.

 

  • Are there any features that are a barrier to positive user experience?

 

  • The site design offers the potential to deliver positive user experience – we would encourage the development of the F.A.Q. section but this will be covered further on in our report.
    • Action Taken – The FAQ section has been updated according to your suggestions and we will continue to add more useful information in here when we deem it to be necessary.
  • Currently when a user clicks on the Games Menu options at the bottom of the page the page does not scroll up automatically to the requested sections, loading the new page but staying stationary at the footer, and so it appears to users that the page is broken. This is enough to detract from user experience and should be rectified as soon as practicable. Similarly, when a user has scrolled to the bottom of the page but then clicks on the Promotions tab in the top menu, the page does not scroll automatically to the top – since this is the menu that would encourage sign-up through the Free Spins offered – Fortune Legends should make sure there is nothing to detract customers from doing so. Currently it is easy to assume that the page is broken since no promotions appear automatically – the user has to scroll up to find them themselves.
    • Action Taken – This was fixed by our team and now should work the way it was suggested.

 

  • Are there any broken links?

 

  • Using Xenu Link Sleuth we found no broken page errors.

 

  • Is site load time acceptable?

 

  • Using GTMetrix there were several features identified where load time could be improved – https://gtmetrix.com/reports/fortunelegends.com/E1TpIoIa.

    Generally using the site the load times seemed reasonable but in the current market even small improvements in load time can result in significant improvements in terms of user engagement.

    • Action Taken – We are improving this as we go From the design point of view we are working towards optimizing images, using SVG wherever possible, the one other thing we are also looking to do compress SVGs but This has been tasked to our tech Team on an iterative basis.

 

  • Are there any notable issues varying between Chrome, Firefox and Mobile (Android) browsers?

 

  • On the Android mobile version of the site when a player has scrolled to the footer of the homepage and then tries to access the main menu sections, they are not automatically scrolled back up the page when the section opens.
    • Action Taken – This was Fixed as per the suggestions made by ThePogg.

 

Contact Information

  • Are company details provided in the footer of the site and in the Terms and Conditions?

 

  • Yes – company details can be found in the footer of the site and the Terms and Conditions.

     

  • Is contact information easy to find and provided in a variety of mediums?

 

  • Fortune Legends Casino offer Live Chat and an email address for support. Many customers in the current market expect to be able to contact online providers through social media sites and Skype, as well as by telephone – it is worth considering increasing the range of contact methods available to customers in today’s competitive market.
    • Action Taken – It is mainly a business decision not to add a telephone number, and other contact methods. We will be adding more of our social shares on the page also

 

License Information

  • Are the relevant licensing bodies clearly displayed on the homepage and referenced within the Terms and Conditions?

 

  • Information regarding license provider and applicable jurisdictions are given in the Terms and Conditions and the footer of the site.

 

  • Do the license seal(s)/text link to the correct locations to authenticate the license?

 

  • The license seal on the homepage links to the appropriate MGA License page. Best practice would be to display the relevant seals in the footer of the website AND ALSO to provide a functioning link to the license page in the General Terms and Conditions. Currently there is no link from the Terms and Conditions document. – ThePOGG Audit Team would recommend adding one.
    • Action Taken – We have added a Link from terms and conditions to MGA License agreement and we link via the Logo in our Footer also.

 

  • Is the operator’s complaint policy clearly laid out within the Terms and Conditions?

 

  • Fortune Legends’ Complaints section of their Terms and Conditions states:
    “22. COMPLAINTS AND NOTICES
    22.1. If you wish to make a complaint regarding the Website, first step should be to contact Customer Services on [email protected]
    22.2 In the event of any dispute, you agree that the records of the server shall act as the final authority in determining the outcome of any claim.
    22.3 You agree that in the unlikely event of a disagreement between the result that appears on your screen and the game server, the result that appears on the game server will prevail, and you acknowledge and agree that our records will be the final authority in determining the terms and circumstances of your participation in the relevant online gaming activity and the results of this participation.
    22.4 When we wish to contact you regarding such a dispute, we will do so by using any of Your Contact Details.
    22.5 If the player feels unsatisfied and feels that he should lodge a complaint directly with the relevant authority he may do so by sending an email to [email protected]

    The inclusion of a complaints policy is commendable but best practice should see the complaints procedure starting with the casino’s Customer Support then being escalated to Casino Management if the Customer Support agent cannot deal with it satisfactorily. Beyond this, under their Maltese License, Fortune Legend’s are required to engage an ADR (Alternative Dispute Resolution service) to manage player complaints – a link to this ADR should be provided from the Complaints Section – currently Fortune Legends do not appear to have engaged an ADR and as such they are not compliant with this license condition. ThePOGG Audit Team recommend addressing this as a matter of urgency. Should Fortune Legend wish to discuss ADR Provision this is something ThePOGG can offer – our ADR service is free – please contact us for further information.

    • Action Taken – The Casino has a clear process for handling of these sorts of issues , We have now got the European Alternative Dispute Resolution onboard , we link to this from our Terms and Conditions , responsible game page and the footer of the website we show the logo and link to this site also.

 

  • Is sufficient information made available to allow players to contact the licensor in case of player issues?

 

  • Fortune Legends does give an email address for the MGA in their Terms and Conditions but this should really be a functioning link for ease of customer use. Customers should be contacting the appointed ADR before the licensor, as covered in the previous point, so the Terms and Conditions should be amended accordingly.
    • Action Taken – The Casino has a clear process for handling of these sorts of issues , We have now got the European Alternative Dispute Resolution onboard , we link to this from our Terms and Conditions , Responsible game page and the footer of the website we show the logo and link to this site also. We also have linked to the MGA from our Terms and Conditions page and from the Footer Icon.

 

Financial Information

 

  • Are the various deposit methods clearly laid out for players (without logging in) and has the operator kept the list of offered deposit methods up-to-date?
 

  • If the methods listen in the site footer and in the “Payment Option” section are accurate then yes.

 

  • Are withdrawal methods clearly laid out for players (without logging in)?
 

  • A dedicated page detailing the available withdrawal method and any restriction by currency, size, time or jurisdiction would help prevent disagreements with players at time of withdrawal.
    • Action Taken – AS A START WE HAVE ADDED SOME BASIC INFORMATION TO OUR FAQ SECTION BUT AIM TO DEVELOP A MUCH MORE COMPREHENSIVE INFORMATION PAGE We are also in the process of building a more structured banking page that will list all
      our methods and the relevant information. Currently we show all the methods we have in the footer

 

  • Are withdraw times, maximum and minimum allowed withdrawals detailed for each payment method?
 

  • Withdrawal times do not appear to be available to players prior to login.
    • Action Taken – AS A START WE HAVE ADDED SOME BASIC INFORMATION TO OUR FAQ SECTION regarding withdrawal times BUT AIM TO DEVELOP A MUCH MORE COMPREHENSIVE INFORMATION PAGE. Added to Faq: Withdrawals Process time Please note that withdrawals can take up to 2 working days to be processed. Account Verification When are my documents going to be verified? Kindly note that documents can take up to 2 working days to be verified.
  • The minimum withdrawal is listed at €20 in the Terms and Conditions.
  • The Terms state: “€5,000 or currency equivalent, there is no limit to the amount of times you can make the maximum withdrawals.” This excludes Progressive Jackpots which is just as it should be.

 

  • Are associated withdrawal fees made obvious to users?
 

  • Yes, if as the Terms state, no withdrawal fees are applicable.

 

  • If a maximum allowed withdrawal exists does it exclude winnings generated from progressive jackpot wins?
 

  • Yes.

 

Software

  • Does the operator make clear the software providers they work with?
 

  • There is no specific providers section but towards the footer appears a list stating the following providers: Net Entertainment, Play ‘n Go, Authentic Gaming, Evolution Gaming, NYX Interactive, Scientific Games, Stake Logic, Thunderkick, Microgaming, Elk Studios, Quickspin, Pragmatic Play and Red Tiger. If these are all the providers then everything is as it should be – if not this should be updated accordingly.

 

  • How does the available game selection compare to top rated operators?
 

  • Currently ThePOGG can view 935 games across all categories. This is in line with our top-rated operators that offer between 900 and 1500 games, so Fortune Legends Casino is offering a varied selection of games to their customer base. If Fortune Legends is using geotargeting ThePOGG may not be able to view all games on offer – we have no way of knowing this.

 

  • Is it possible to filter games by software provider, type and alphabetical order?
 

  • No filtering options are available to users at all – there is a search option but to aid customer experience ThePOGG Audit Team would advise building the suggested filtering options into the Website design. Further to this it would be advisable to offer a “Load All” option alongside the “Load More” button already offered to save customers having to click over and over again as we did when counting the games offered on the Fortune Legends Website.
    • Action Taken – FIXED – We have added a filtering function and are developing a much better one as we go but this is now there.
  • When customers click the “View All” link beside each of the game sections on the Casino page it does not display all games in the section but rather a small number more – ThePOGG Audit Team would suggest renaming it “View More” or programming it to show all the games offered in each category as it suggests it will.
    • Action Taken – We are working on design where we show the amount of games. This we do not agree as View All is more relevant since you are viewing all the games. The button at the bottom is done to let the customer not wait for 100’s of games to
      load. So it’s based on a performance decision.

 

  • Is the Return to Player (R.T.P.) information available for all games and easily locatable?
 

  • It appears that the RTP information is provided for those games that have it inbuilt into their help files – good practice dictates the provision of RTPs for all games to aid clarity for players. This can be done on a separate page for those providers that do not provide this information as standard within their gaming information.
    • Action Taken – We are looking at implementing some sort of RTP statement that we will show on site but this is a work in Progress and something that is not a priority but on our work Schedule.

 

Terms and Conditions

  • Are the Terms and Conditions appropriately laid out?
 

  • Most of the Terms and Conditions are laid out appropriately and those that were not have been amended in the redrafted version of the Terms and Conditions provided by ThePOGG Audit Team.
    • Action Taken – New Terms and conditions have been added and approved by MGA we have also linked to all the relevant pages needed and laid this out in a more clear way.

 

  • Do the Terms and Conditions appear to be originally crafted for this specific operator?
 

  • Yes – they pertain only to Fortune Legends Casino and appear to have been originally crafted for this purpose.

 

  • Are there terms that make no sense, reference other properties or are not applicable to the product being offered by the operator?
 

  • No.

 

  • Do the Terms and Conditions contain contradictions?
 

  • No.

 

  • Are there any Terms and Conditions that could prove problematic for the operator in the future?
 

  • As alluded to previously, there is no mention of an ADR in the Terms and Conditions and this must be addressed imminently since it contravenes the conditions of Fortune Legends’ Maltese license. It should be added to the Complaints section of the Terms including a link to Fortune Legends’ chosen ADR service.
    • Action Taken – Fixed this has been added : Term 22.5 If the player feels unsatisfied and feels that he should lodge a complaint directly with the relevant authority he may do so by sending an email to [email protected] or you may contact EADR Limited (a dispute resolution service) https://eadr.org/eadr-form/ and complete your complaint by following the link.
  • Section 9 of the Terms and Conditions states: “Required documentation will have to be provided within 7 days following the request of Fortune Legends; should the documentation not be provided within this timeframe, or false or misleading documentation if provided, then Fortune Legends may, at is sole discretion, terminate your account, confiscate all winnings and seize and void any and all account balance.” This arbitrary timescale for provision of ID would result in an automatic Not Recommended status at ThePOGG should it go unchanged. While we understand the rational behind this type of term, it fails to give any consideration to perfectly legitimate life circumstances that can lead to delays in providing ID.
    • Action Taken – Time frame for providing ID has been removed and the term has been replaced with one detailing that payments may be withheld if verification is not completed.
  • Section 31, pertaining to KYC Procedure states: “If such notarized or certified identification is not provided within five (5) days of our request, then such refund or reverse transaction shall not be affected, Player’s Account shall be closed and Player shall forfeit all funds in Player’s Account, such decision shall be final, binding and not subject to appeal.” This timescale for provision of notarised ID would result in an automatic Not Recommended status at ThePOGG should it go unchanged. Even where the player could act on this type of request immediately, as obtaining NID requires an appointment with a Notary Public, there are no guarantees they could return it in this time frame.
    • Action Taken – Time frame for providing ID has been removed and the term has been replaced with one detailing that payments may be withheld if verification is not completed.

 

  • Are the Terms and Conditions written in easily understandable English?
 

  • The Terms and Conditions and other sections are largely intelligible but ThePOGG encountered typos and inaccurate punctuation and grammar as the Audit progressed. ThePOGG do not include proof-reading as a standard part of our auditing service but as a courtesy we have made appropriate changes without altering the content of the Terms and Conditions. ThePOGG has also updated the Terms and Conditions to read fluently and clearly in English without changing the essence of the document. ThePOGG will attach the revised Terms and Conditions in a document called “Fortune Legends Revised Terms and Conditions” in order for Fortune Legends Casino to make the necessary changes. Any areas where the original document has been altered have been highlighted in yellow and additional notes, inside square brackets and highlighted in pink, have been inserted for clarification where necessary.
  • ThePOGG has ensured that the Terms and Conditions document appearing on the Fortune Legends Website has been amended so that all terms relating to Parties providing the Website are referred to in the correct legal manner throughout the document. To this end usage of: “Terms and Conditions”, “Company”, “We”, “Us and “Our” have been changed to appear with initial capitals. So too have the occurrences of “Website”, “Player Account” and the terms “User”, “You”, “Your”, “Player”, “Him” and “Her” encountered in the document.
  • Since Fortune Legends Casino state that the English version of their terms is original and that it prevails before over all other forms, all word forms used should technically be the English version of the spelling, so any non-English variants have been amended.
    • Action Taken – Fixed : We have a new set of Terms Added better wording and more clear

 

  • Do the Terms and Conditions give a clear list of restricted countries and are the restricted countries laid out in alphabetical order?
 

  • Restricted countries are not given in the Terms and Conditions, but reference is made to allowed countries appearing in the drop down of the registration flow. Best practice dictates that restricted countries are given in the Terms and that they appear in alphabetical order for clarity.

 

  • Do the Terms and Conditions give a clear and understandable term for the management of dormant or inactive accounts?
 

  • Yes – the Terms and Conditions have a clear policy for such situations.

 

  • Is the dormancy/inactivity term player friendly with a commitment to make reasonable efforts to contact the player before action is taken?
 

  • Yes – reasonable efforts will be made to contact players before action is taken.

 

  • Are fees associated with dormancy/inactivity reasonable?
 

  • Currently the monthly €20 fee incurred when an account is dormant or inactive is 4 times the amount ThePOGG Audit Team considers to be appropriate. This will result in a deduction of one point to the score achieved for the Trustworthiness section of Fortune Legends’ Casino Review on ThePOGG’s Website should it remain unaltered. A sum of €5 monthly is considered appropriate to the expense of managing such an account and would be in line with the policies of the majority of other well licensed operators within the industry.
    • Action Taken – FIXED – WE HAVE NOW MADE THIS of €5 AS PER THE POGG SUGGESTIONS

 

Responsible Gaming

  • Does the operator provide clear guidance and support to gamblers who feel they are at risk, including linking to appropriate agencies to help individuals who feel they have developed problematic gambling habits?
 

  • Fortune Legends Casino does provide the logos for GamCare and Gamblers Anonymous in the footer of the homepage of their site but these are not links and should be as laid out in the MGAs Directive 2 of 2018, Part II – Disclosure Requirements Article 5, sub-clause 3, which states: “B2C licensees offering their gaming service online shall have a link on their homepage, and on the player’s ‘home’ where applicable, to one or more organisations which aid persons who have problem gambling issues.”
    • Action Taken – FIXED : We have linked to all the relevant gambling help organisations from the footer of our website & from our Responsible gaming page also. The footer appears on every page so this information is now available and clickable.
  • Further to this Part IV – Responsible Gaming – Article 10 makes it clear that a link to the Responsible Gaming section of the site must appear on every page stating: “B2C licensees offering their gaming service online shall ensure that a link leading to a page including all the relevant responsible gaming information required by this directive is permanently visible on the website wherein the service is being offered, and such page shall be no more than one click away from any webpage or application interface. The information shall be in a clear, and intelligible format. Provided that, where the responsible gaming information to which the preceding paragraph refers is structured in a menu or categorised within sections, the menu or sections shall be no more than one click away from any webpage or application interface, and the contents of every menu or section item shall be accessible within one click.”
    • Action Taken – FIXED : We have linked to all the relevant gambling help organisations from the footer of our website & from our Responsible gaming page also. The footer appears on every page so this information is now available and clickable.
  • Article 11, Item 2 of this same section outlines the need for the exclusion tools to be no more than 1 click away from the Responsible Gaming information stating: “B2C licensees offering their gaming service online shall ensure that the facility for players to exclude themselves from gaming shall be no more than one click away from the responsible gaming information page referred to in the previous article. For the avoidance of doubt, this paragraph is equally applicable to gaming services offered on mobile sites and mobile device applications. Where the responsible gaming information to which the preceding article refers is structured in a menu or categorised within sections, the facility for players to exclude themselves shall be no further than one click from the contents of the relevant section which is appropriately labelled.” Since ThePOGG has been unable to create an account at Fortune Legends, we cannot determine whether this need is being met and would urge the person responsible for actioning this Audit to do so. Currently it appears that there is no link to the limits/exclusions section of the Website from the Responsible Gaming page. This should be addressed.
    • Action Taken – Fixed This is broken down on our Responsible Gaming page and is 1 click away from my account details in the player account . screen shots of what can be done are added to the audit – https://www.fortunelegends.com/en/responsible-gambling Players have the ability to self-exclude and set limits – See Screen Shots Attached

 

  • Does the operator provide a range of clearly defined options to allow for the protection of players that feel they are at risk during specific periods? This should include the option to limit access to an account for a pre-defined period of time, limit access permanently and create deposit or loss limits for defined time periods.
 

  • Fortune Legends Casino states in its Responsible Gaming section that players may set a Deposit Limit which is all that their license obliges them to do, however it does not appear that players can set: wager, loss or time on site per day, week or month limits on the Website and ThePOGG’s top-rated, gold-standard operators all do this; it is best Responsible Gaming procedure to do so and we would urge operators to employ all means available for the protection of the most vulnerable players. Players should be able to set these limits themselves within their account or ask Fortune Legends’ Casino Customer Support to do so for them.
    • Action Taken – Fixed This is broken down on our Responsible Gaming page and is 1 click away from my account details in the player account . screen shots of what can be done are added to the audit – https://www.fortunelegends.com/en/responsible-gambling Players have the ability to self-exclude and set limits – See Screen Shots Attached
  • Part V – Limits – Article 14, Item 2 of the Maltese Directive states: “B2C licensees offering their gaming service online shall ask players whether they would like to limit the amount of money or money’s worth they deposit and, or wager upon registration, or immediately after registration upon login, and shall offer the facility for players to limit the amount of money or money’s worth they deposit and, or wager in an easily accessible manner. The B2C licensees shall ensure that the option remains available and easily accessible for the player to avail of at any time after registration, and shall immediately assist, by such means as may be available to them, players who express the desire of limiting the amount of money or money’s worth which they deposit and, or wager.” Since ThePOGG Audit Team have been unable to create an account at Fortune Legends we are unsure if this policy is in place – if it is not then this should be addressed on order to comply with the MGAs policies.
    • Action Taken – Fixed This is broken down on our Responsible Gaming page and is 1 click away from my account details in the player account . screen shots of what can be done are added to the audit – https://www.fortunelegends.com/en/responsible-gambling Players have the ability to self-exclude and set limits – See Screen Shots Attached

 

  • Do the self-exclusion policies clearly outline any sister venues/shared license holders where the player will also be excluded if they choose to self-exclude?
 

  • While the MGA does not require self-exclusions to be carried over to other properties on the license as standard, they do expect this facility to be available on player request. In terms of best practice we would recommend doing this as standard. As such including information on any other properties the exclusion would be applied at is advisable.
    • Action Taken – Fixed This is broken down on our Responsible Gaming page and is 1 click away from my account details in the player account . screen shots of what can be done are added to the audit – https://www.fortunelegends.com/en/responsible-gambling Players have the ability to self-exclude and set limits – See Screen Shots Attached

 

  • • Is the “Limits” section of the Player’s Account comprehensive and accurate?
 

  • N/A ThePOGG cannot tell if this section exists as they cannot create an account at Fortune Legends as a result of their inability to accept UK players and our VPNs inability to circumvent this issue.
    • Action Taken – Fixed This is broken down on our Responsible Gaming page and is 1 click away from my account details in the player account . screen shots of what can be done are added to the audit – https://www.fortunelegends.com/en/responsible-gambling Players have the ability to self-exclude and set limits – See Screen Shots Attached

 

Customer Support

  • Was email testing response prompt and useful?
 

  • While the MGA does not require self-exclusions to be carried over to other properties on the license as standard, they do expect this facility to be available on player request. In terms of best practice we would recommend doing this as standard. As such including information on any other properties the exclusion would be applied at is advisable.
    • Action Taken – Fixed This is broken down on our Responsible Gaming page and is 1 click away from my account details in the player account . screen shots of what can be done are added to the audit – https://www.fortunelegends.com/en/responsible-gambling Players have the ability to self-exclude and set limits – See Screen Shots Attached
 

  • ThePOGG email tested Fortune Legends Casino on August 19th and we received a response to our query after 5 hours and 4 minutes – this results in a score of 9 for this section of the operator’s review at ThePOGG. Our best online casinos normally respond within 3 hours – and many in under 30 minutes. Further to this, the information given in the reply was inaccurate. The Customer Support agent assured us that UK customers were welcome to sign-up at Fortune Legends – this cannot be the case since they are not in possession of a UKGC License (to the best of our knowledge) and so demonstrates the need for further training to ensure customers are given accurate information.
    • Action Taken – Fixed: We are a small operation and our agents do not work 24 hours. Our working hours are 8 am to 23:00 pm. As much as we endeavour and try our best to respond as soon as possible due to our working times there may be delays. Still, agents have been instructed to always keep an eye on older tickets and prioritize them. Also, a new agent has been hired to assist and our team continue to grow our aim at some point would
      be 24/7 Support.

      Fixed : – Knowledge of CS: We are currently doing extra training and ensuring our agents are up to speed , We have also created an updated list of eligible countries and shared with every agent. So this information is now on hand.

 

  • Did Live Support come across as knowledgeable and professional?
 

  • Unfortunately, ThePOGG Audit Team’s experience with Fortune Legends Live Support was not to the standard we consider satisfactory. It took 10 minutes of waiting to receive an initial contact from Live Support after we had raised our enquiry and a further 5 minutes to receive a response that addressed our query. A very simple question was asked – simply whether players could signup from Scotland and it became apparent that Live Support could not answer this, directing us instead to seek our answer from the website registration form. Since Live Support is often the first point of contact for customers wishing to sign-up at a casino it is vital that responses are promptly attended to and that staff are well trained so that they can answer simple questions accurately and with little inconvenience to the customer. Perhaps this experience is not the norm but we would be doing whoever commissioned this audit a disservice if we did not report our findings faithfully.
    • Action Taken – Fixed: Again we have gone through great lengths to upskill and train our CS agents we are regulated under the laws of Malta and it is a players responsibility to ensure your jurisdiction allows you to play here.

 

  • Did Customer Support have the necessary standards of English to communicate in a clear and efficient fashion?
 

  • Customer Support appeared to have the necessary communication skills to meet customer needs.

 

Frequently Asked Questions

  • Are the FAQs given in logical sections and do they cover an appropriate range of topics?
 

  • The Fortune Legends Website does have a F.A.Q.s section but it is not functioning to best effect – it has only 2 sections and does not cover all of the sections that customers are likely to have queries about. The best organised and most helpful F.A.Q.s will contain the following sections: Registration and Login, My Account, Deposits, Withdrawals, Games, Bonuses and Promotions, Technical and Security. For an excellent example of how F.A.Q.s can aid customer experience and lighten the workload on Live Support, ThePOGG would recommend visiting Trada Casino’s website as they are industry leading in customer service: https://www.tradacasino.com/frequently_asked_questions/
    • Action Taken – Fixed : We are working on a more up to date and more comprehensive FAQ section we have updated a few items but are working on more its an ongoing project.

 

  • Where the FAQs reference information in other areas of the site do they link to the appropriate sections?
 

  • No. Terms: 8.11, 9.4, 9.8 refer to sections in the FAQs on withdrawals and deposits which do not exist.
    • Action Taken – Fixed : We have updated this now and hyperlinked to these terms to FAQ.

 

  • Do the FAQs contradict information found elsewhere on the site?
 

  • No.

 

Other Issues likely to detrimentally impact the review rating

  • Are there significant player or affiliate complaints at any credible player or affiliate communities?
 

  • At time of checking – 16:14 GMT on the 22nd of August 2019 – there were no discernible player/affiliate complaints logged at our service.

 

 

Promotions

  • Is the Welcome Bonus or equivalent clearly displayed and consistently referenced across all relevant areas of the site?
 

  • No conventional Welcome Bonus is provided by Fortune Legends. Free Spins are offered but the Promotions page displays these twice in different formats – a top banner stlye advert filling the width of the page which does not allow customers to determine what they must deposit in order to claim the maximum number of Free Spins – in order to locate this information they would have to access the Free Spins offer from the second place it is advertised on this page – the third square advert on the top line. In the interests of clarity, and to reduce the risk of customer complaints, we would advise amalgamating these two adverts and making sure that the specifics of the offer are accessible from this single advert.
    • Action Taken – Fixed : Made Clear and the same message everywhere. We have added the Offer on Hompage Up to 55 Spins on your First Deposit – Its clear. https://www.fortunelegends.com/en/promotions – The banner has been changed to Include the welcome Offer Showing this to be Up to 55 Spins on your First Deposit – https://www.fortunelegends.com/en/promotions/casino-freebet – Also updated the images and Text on these pages to reflect the same Up to 55 Spins on your First Deposit

 

  • Are the Terms relating to the Welcome Bonus clear and consistent across all relevant areas of the site?
 

  • N/A Currently no Bonuses are offered but should this change, Bonus Terms and Conditions must be drawn up and clear links to these Terms must appear on any advert for such Bonus.
  • Are the Bonus Terms and Conditions easily locatable?
 
N/A

 

  • Are all term relevant to bonuses found within the Bonus Terms and Conditions?
 
N/A

 

  • Are the Bonus Terms and Conditions clear and do any examples consistently and accurately reflect the terms?
 
N/A

 

  • Are there any obviously absent terms that could lead to issues with Advantage Play losses?
 
N/A
 
  • Are countries that are restricted from receiving bonuses clearly laid out in alphabetical order?
 
N/A

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.