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Fortune Clock - Ignored self exclusion request

Ruling

Found for the Player - Despite our repeated efforts to contact Fortune Clock to discuss this issue we have received no response whatsoever from the operator.

Read our Fortune Clock Casino Review.

Player's Complaint

Hi there!i am writing you about my dispute with fortuneclock casino

I had a complain submited to them and i had requested refund of my deposits due to they violate t&c and my rights...been past over 2 months since i have submited that and from that time i contact them every week to ask about my complain and they give me same answer:my request is still under rewiew...

I star play on theire site a while ago...cant remember exactly ..probably in january....on 29 of march i spent few hundreds and lost them...i contact them on live chat and i request to self exclude due to i am not happy with services and cause i have gambling addiction problems...they ignored my request and told me that i should contact my personal manager on email to request that.....been contacted by email him and requested for my cashback and to delete my account and self exclude me due to this addiction problems......

I am gamstop member and that is the proof that i am a gambling addiction problem ....they didnt verify my accont till the next step......

On 23 april been deposit again on site due to my gambling addiction and again lost all my money...contact them on live chat again to tell that i want to delete my account and to self exclude due to i want to stop gambling and this time straigt away they have delete it....

Why it wasnt possible on my first 2 requests??why they ignored my gambling problems......

Contact them again and told this story and i request all my deposits wich i made after my first request of self exclude ignored due to they violate my rights....i email them with request and get a response few days later where the request me to verify my account and identity...been submited all those documents and succesfuly verrified......after that in 2 months time still ask them what is happen with my request and receive same answer....the eequest is still under rewiew..

Can you help me with that please?

Read the casino review

2 Responses

ThePOGG
June 23, 2020

Hi dracula506 - welcome to ThePOGG.com!

As a UK citizen you should only be playing with operators that hold a UKGC license. Fortune Clock do not hold a UKGC license and as such are breaking UK law by accepting your custom.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

ThePOGG
July 17, 2020

Hi dracula506,

Sadly despite repeated efforts to contact this operator to discuss your issue we have received no relevant response. At this juncture we have no reasonable expectation of this changing.

Sorry we could not be of further help.

ThePOGG

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Agreement

dracula506 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Fortune Clock
  • Curacao eGaming
  • Cyberplay Management Ltd

June 23, 2020

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.