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mFortune – Mobile Casino Complaint License number: 000-002091-R-104264-019

Ruling

Found for the Casino - The player has been asked to comply with fairly commonplace and basic Know Your Customer policies. We support AML policies.

Player's Complaint

I previously used mfortune in march and deposited with phone top up and was able to withdraw in past.

Since then (2 months later) I deposited by card yet not can't withdraw without providing phone bill/statement, since then I have terminated the account (but the phone number is still used as my login).

I have queried why I can deposit yet not withdraw, customer services difficult.

Also told that I have a linked account i am unaware of, therefore making it impossible for me to provide the required information to withdraw before they void my account and funds.

My argument is why am i allowed to deposit after the incident in question (mobile top up) if I have significant barriers in the way to stop my ability to withdraw.

Completely unhappy and customer service provided me with no possible solution or divulged enough information for me to investigate myself.

They are putting me in a position of financial difficulty and should not have allowed deposit if they already knew they were not going to let me withdraw.

Had I deposited and lost such money (which I may have in between the two dates) I would have continuously deposited money to a service which was in affect fixed.

I have save a transcript of chat if required.

Read the casino review

1 Response

ThePOGG
May 24, 2017

Hi leemarkflannery - welcome to ThePOGG.com!

I'm afraid there's not going to be much we can do to help you in this instance. All operators are required by their license to carry out Anti-Money Laundering and Know Your Customer checks before making payouts. You'll find that the requests that have been made are relatively standard across all operators though there may be some variation in the exact ID requested and point of request. The document you've been asked to provide is far from unreasonable and if you can't or won't provide this document the reality is that you simply will not be paid.

With regard to why these checks are performed at point of withdrawal rather than point of deposit, there are a host of business reasons for this but suffice it to say that license requirements do not require operators to manage this task before the point of cashout.

If you provide the requested documentation and are still experiencing problems let us know and I'll contact the operator.

Thanks,

ThePOGG

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