Vegas palms issue - closed due to inactivity of submitter

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Last post ago almost 4 years by FortuneLounge
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  • last active 7 months ago

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    • No avatar normal
      • Started by
        Newbie
        7
      • last active 7 months ago
      I had a very bad experience and I would like help to know how to proceed.I deposited 50 and made a withdrawal request of 600 euros two weeks ago.I didn't get my money and today I got a message that my account was locked for playing in shared environment!!!!So the explanation is that a friend of mine was playing on my computer in casino which is in the same group as vegas palms.This is ridiculuos I am unable to know how many casinos are there and how many sites are connected to this site.What matters is that I'm the only one who played in vegas palms on my computer.But they told me that they won't pay me.Can somebody tell me what to do.Where to complain.This is very bad - this is the first time I won big and now they won't pay me.
    • No avatar normal
      • Replied by
        Newbie
        7
      • last active 7 months ago
      I've been told to contact SBR.I have just wrote a complain there.Can you help me with any other institutions where I can complain?
    • Me
      • Replied by
        admin
        6634
      • last active 11 hrs ago

      Thanks for this post from:

      • No avatar small
      • Index
      Please private message me your username at this casino and we will contact them on your behalf.

      Zuga
    • 7 sultans logo
      • Replied by
        Casino Rep
        8
      • last active 6 months ago
      Hi

      My name is Wim and I am the Head of Operations for the Fortune Lounge Group.

      Although I am very active on other forums, I have now also joined your forum to see how I can assist players here. I hope my service will be an asset to the site.

      We are always concerned when players are unhappy and I will deal with every player issue as quickly and effectively as I can.

      dilanka89: Please mail me your account details and I will look into this issue as soon as I receive your mail.

      Regards

      Wim
    • 7 sultans logo
      • Replied by
        Casino Rep
        8
      • last active 6 months ago

      Thanks for this post from:

      • Me
      Thank you for the account details Zuga.

      We are on to it and I will report back as soon as possible.

      Regards

      Wim
    • 7 sultans logo
      • Replied by
        Casino Rep
        8
      • last active 6 months ago

      Thanks for this post from:

      • Me
      • Index
      Hi dilanka89

      It was detected that you are sharing a computer with another player.

      Our term 3 (In the Vegas Palms Terms and Conditions) state that:
      Shared Environments

      We may impose any limits or conditions that we, in our sole discretion, deem fit on any persons who open or attempt to open Accounts at the Casino where such Accounts originate from environments where computers are, or the environment is shared


      When this was detected you and the other player were requested to return verification documents which you did but we never received any documents from the other player and he has been unresponsive to our requests. As we cannot differentiate between the identities of you two we have applied the above term. Unfortunately the result has been the confiscation of your winnings.

      If we receive the documents from the other person who used your computer and we are satisfied of his authenticity we may reconsider the issue.

      Regards

      Wim
    • No avatar normal
      • Replied by
        Newbie
        7
      • last active 7 months ago
      Hello.WHat is important to me is that we shared a computer and played in different casinos, but I'm the only one who played in vegas palms.And since you tell me that you need to verify him, please let me know what should he do and I will call him to do that.
      Thanks for trying to help!
    • No avatar normal
      • Replied by
        Newbie
        7
      • last active 7 months ago
      Today my friend sent his id card.So I did what you told me.Also he told me that he has no email that you request documents from him.So I hope that everything will be ok now and I will receive my winnings.I will expect your answer.
    • No avatar normal
      • Replied by
        Newbie
        7
      • last active 7 months ago
      I did what you told me to do.Why you are not replying?
    • 7 sultans logo
      • Replied by
        Casino Rep
        8
      • last active 6 months ago
      Dilanka 89

      I don't monitor this forum constantly throughout the day and I have only now picked up on this.

      I will contact our Player Security department and will find out what their decision is.

      Please note that I said that we MAY reconsider the issue.

      Regards

      Wim
    • 7 sultans logo
      • Replied by
        Casino Rep
        8
      • last active 6 months ago
      dilanka89

      I have had lenghthy discussions with our Player Security department.

      1.  Your "friend" definitely received a mail requesting the documents.
      2.  Not only are you linked to this "friend" but they have also picked up a link with yet another      person. This person also shares your computer but claims to be from Bulgaria whilst you and your "friend" are from Romania. We find this highly irregular.
      3. Sharing of computers is strictly forbidden according to our terms and conditions and this is applied across all Fortune Lounge casinos.

      All the above taken into account it is clearly a violation of our Terms and Conditions and highly suspicious.

      Unfortunately your account, your "friend's" account and your "Bulgarian" friend's accounts will all remain locked and your winnings will not be paid.

      It is not our policy, nor is it good business sense, to lock accounts unless there is substantial reason for suspecting fraud or where there is a clear breach of our Terms and Conditions. Our Terms and Conditions have been specifically written to protect both the casinos and our players and we ensure that they are strictly enforced.

      Regards

      Wim
    • No avatar normal
      • Replied by
        Newbie
        7
      • last active 7 months ago
      The only think that I can do is argue with you.Looks like there is no point in that.You are absolutely shocking me with your facts.Especially that I have no connection with Romania and all these things are nonsense.Either you are just lieing or your casino is full of people not knowing of what they are doing and making the rules on their side!

      Anyway I have one questions since I'm not getting paid by your scam casino
      You confiscared my winnings, but you also confiscating my deposits excepft for the last one.So there is no problem to lose... The problem is to win.So I want to receive all my deposits back from your casino group,And the same thing should be done to my friend...

      Also I\m regularly gonna spam around forums about your attititude and stupid decisions, so that people should know not to play with you!
    • 7 sultans logo
      • Replied by
        Casino Rep
        8
      • last active 6 months ago
      dilanka89

      Unfortunately I had the two countries mixed up. You and your "friend" A registered from Bulgaria and the other person playing from the same computer registered her country as Croatia.

      Nevertheless, there is a discrepancy on the accounts all playing from the same computer.

      You are most welcome to spam any forums regarding this issue as we will respond to those as well. Our Terms and Conditions are quite clear. When you opened an account you agreed to these Terms and Conditions. You knowingly and willingly broke these Terms and Conditions.

      Neither you or any of your friends will receive any deposits back.
    • No avatar normal
      • Replied by
        Newbie
        7
      • last active 7 months ago
      So in the last post you said that me and my friend are from Romania and a third person(not true) from Bulgaria.Now you are saying that I'm actually in Bulgaria and now the third person is from Croatia. 
      For a last time I want to state that I'm the only one who played from  my computer in Vegas Palms.My friend played in other casino that appears to be in your group.This is what matters!I would like to thank latestcasinobonuses for connecting me with this person and if possible I would like help on whom to contact, because these money are mine and I have done nothing wrong!
    • Index
      • Replied by
        Sr. Member
        302
      • last active 7 months ago
      FortuneLounge wrote:


      Unfortunately I had the two countries mixed up. You and your "friend" A registered from Bulgaria and the other person playing from the same computer registered her country as Croatia.

      Nevertheless, there is a discrepancy on the accounts all playing from the same computer.



      i have no conjunction with this case but you can add some proofs behind these words? i know that when a casino dont want to pay you will invoke different illogical reasons but without screenshots there is no clue to believe you which try to keep on this casino some sort of reliability just with arguing. funny how some casinos discover strange things only when an withdrawal is made but never on deposits even when are made multiple ones in different periods.

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