Fortune Lounge closed all of my accounts(RESOLVED)

Discussion in 'Fortune Affiliates' started by Vegasguy, Sep 7, 2010.

  1.  
    Vegasguy

    Vegasguy Affiliate Guard Dog Member

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    Sep 7, 2010
    I am posting the following, because I believe it should be from interest for affiliates. If they do deal with our players like they did with me, I bet we all will expect a massive loss of commisions. I contacted my Fortuneaffilate manager but he did sent me back to Casino CS. No communication at all.

    I have been a loyal regular depositing player at several Fortune Lounge Casinos since 2004. Mainly I played at 7Sultans and Vegas Palms.

    Last week, they closed and locked every of my casino accounts without notifying me.
    Also, my Europalace Casino account has been closed and locked. I did not even know they are connected with Fortune Lounge.

    I contacted the customer service immediately and they are not willing to provide any details about the closure to me. They just told me that certain discrepancies have been located on my account.

    I have no idea what is going on there, I have no multiple accounts, charge backs, bonus issues or anything else fraudulent there. I am just a player who deposited and played at their casinos for six long years. One thought – I have been ahead at fortune lounge casinos most of the time, suddenly since 2010 my luck changed and I was not able to win or cash out anymore. I guess they just waited until I have deposited enough back and than kicked my butt.

    So I ask you: Is that the kind of treatment you expect from a so called legit and honest online casino after many years of loyal play???
     
    Last edited by a moderator: Sep 14, 2010
  2.  
    Aussie-Dave

    Aussie-Dave Former AGD Member

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    Hi Vegasguy,

    Without knowing both sides of the story it's hard to draw a conclusion, sorry.

    However if what you say is legit and your FL affiliate manager wont assist you, I'd be contacting eCOGRA and lodging a formal complaint. Really that's about your only option at this point.

    If you do follow through with eCOGRA, I'd be interested in hearing the outcome.

    I would suggest however, for the time being, if you do take this to eCOGRA that you cease and desist from making further posts at forums.

    Although I totally understand how frustrating it can be not to be given any information as to why your accounts were locked, keeping a cool head in these matters works the best.


    Cheers

    :)

    Dave
     
  3.  
    Daera

    Daera Affiliate Guard Dog Member

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    Hi Vegasguy,

    I have to agree with everything AussieDave said.

    I think it's best to be a little patient until you find out exactly why your accounts were locked. I've been a player at Fortune Lounge since 2001 or so. I don't believe they would lock your accounts for no reason. The reasons aren't always bad.

    Accounts could get locked for reasons we wouldn't know about, like if someone else was accessing our accounts without us knowing. Or if any deposits were made from cc's or e-wallets in someone elses name then our own. Or from using shared computers or internet access. Although an inconvenience, most of these things can be cleared up easy enough. The casino does have responsibilities to protect and watch out for many things that might indicate a problem with security.

    If you can't get help from the first support person you speak to, ask to speak to the floor manager. Keep track of who you spoke to, and when, as well as copies of any emails/chat exchanges.

    Fortune Lounge is a good group. When I first started playing online, back in 2001'ish, I won my first progressive jackpot at Royal Vegas Casino and to my surprise, was promptly paid in full. Over the years, I've had various issues come up with my own account. Fortune has always resolved my issues to my satisfaction, and beyond.

    I suggest you try again to find out why your accounts are locked. Remember the old saying, "You'll catch a lot more flies with honey then with vinegar". This means it's easier to get help and persuade people if you use polite arguments and not confrontational. I'm not saying you weren't polite.
     
  4.  
    Daera

    Daera Affiliate Guard Dog Member

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    I just thought of something else. If you're an affiliate and a player both, could your player account possibly be tagged to your own affiliate account?

    That could cause a problem so. Again easy enough to clear up.
     
  5.  
    Vegasguy

    Vegasguy Affiliate Guard Dog Member

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    Thanks for your comments you two.

    Definitely no, I am much longer player then affiliate with them.

    The reason why I am going public with this issue is I was polite and patient and FL just do not want to communicate with me. If I ever could think off a reason for the closure of my accounts, I would accept their decision.

    It is not my aim to get my accounts re-opened, there are many other good MG casinos out there to play at, however I think the way how they dealt with a loyal player is just not right.
     
  6.  
    KasinoKing

    KasinoKing Player turned affiliate.

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    Well that depends on the REASON they closed your accounts - like Daera said it could be a simple error which might need someone higher than support to look into.

    I think you definitely SHOULD try to find the reason and let us know; Then, if we decide it's totally unjustified, we can consider if we wish to continue promoting this group or not.
    I don't send players to ANY casinos if I think they will get unfair treatment.

    KK
     
  7.  
    Bonus Paradise

    Bonus Paradise Affiliate Guard Dog Member

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    I know Vegasguy since many years, and I know him so well to say that he is 100% ok. He is NOT a fraud player, had never any chargebacks or abuses bonuses!
    The fact FL closed his accounts, does worry me as an affiliate!
    There must be an error, and I wonder how many more times do such things happen.

    This issue needs to be looked into!

    On another note;
    Has now Europalace something to do with FL or not?
     
  8.  
    free4gambling

    free4gambling Affiliate Guard Dog Member

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    I have asked myself the same question, as their affiliate programs are simular to eachother.

    About closing accounts, somehow or somewhere if this happens there could be a mistake maybe some mixup with another account from totally different person.

    However no communication is not a professional way to deal with these kind of issues. I think a player should know why he is locked out from all. Especially when he is playing already 6 years long in their casinos.

    BTW why not starting a thread in their part of this forum, maybe we get some reaction about this.
     
  9.  
    Bonus Paradise

    Bonus Paradise Affiliate Guard Dog Member

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    Yes, good idea,
    Andy, maybe you or one of the staff could move that thread to the Fortune Lounge Forum?
     
  10.  
    Engineer

    Engineer Super Moderator

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    Moved to Fortune Affiliates forum. Fortune guys, can you respond?
     
  11.  
    AnthonyP

    AnthonyP New Member

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    Sep 8, 2010
    Hi there Vegasguy,
    I see you have made this post regarding a player account query. Player queries are delt with on player forums and more importantly by the casino support desk. I would like to reaffirm that Fortune Lounge player support always endevours to resolve issues with players in the quickest, best possible way. If the player acccount was locked it would have been in accordance with the terms and conditions of the casino.

    I have had discussion with the floor manager at the casino and I have been informed that your account was locked for reasons mentioned in email communication to you.
    They then requested information/documents in order to lift the suspension.
    You furnished the requested information and the account was unlocked.

    As the program manager I am not at liberty to be discussing the merits of business rules or terms and conditions of the casino. I reaffirm our commitment to keep you - a valued Fortune Affiliate well informed as to the all things relating to the program and your affiliate account.

    Please let me know if the above process has in fact been followed and your account has been unlocked. I will gladly discuss your affiliate related queries either directly, through your account manager -Florian, or through the forum. If you wish to discuss your player related queries, these can be taken up with the Floor manager at the casino. Should this not give you sufficient answers kindly revert back to me and I will escalate your concerns directly to management. I hope this clears up the confusion and answers your questions.

    Our program generates considerable revenue for many affiliates globally and this is a combination keeping you as affiliates happy and giving you enough good reason to promote the Fortune Lounge brand - an operation that supports, converts and retains players extremely well.


    Best regards

    Anthony P - Affiliate Program Manager
     
  12.  
    Aussie-Dave

    Aussie-Dave Former AGD Member

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    It seems that the player did try to resolve this with the FL casino support desk.

    As far as this not being a player forum per say, the OP did in fact post his original post to the general area of AGD forum.

    Not sure sure if your aware Anthony but AGD is just as much home to affiliates as it is players. So in that instance the OP did post to a player forum, even if you don't align AGD Forum to deal with players needs.

    FYI...It was one of the moderators that shifted it to the Fortune Affiliates section.

    Did this happen Vegasguy?
    And if so why did you not include this in your first post?

    Or did this request for information/documents from FL, take place after you had posted here?



    Cheers

    :)

    Dave
     
    Last edited: Sep 8, 2010
  13.  
    free4gambling

    free4gambling Affiliate Guard Dog Member

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    lets hope we got some answers about these issues.

    I want to know if Wingate Affiliates is related to Fortune Affiliates.

    And also want to know why these accounts are closed, there has to be a reason wrong or right !
     
  14.  
    Aussie-Dave

    Aussie-Dave Former AGD Member

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    Why would you? There is nothing on site to suggest that either europalace.com or wingateaffiliates.com are owned by Fortune Lounge Group.

    I did a whois on both domains and only discovered the association between the two because I recognised an email address. The email address domain is another Company owned by Fortune Lounge Group.

    I guess I could have posted the whois info here too but people can do a whois themselves.

    So Anthony, why the non disclosure about FL owning both europalace.com and wingateaffiliates.com?

    Edit: More to the point...
    • Why open another affiliate program just for europalace.com?
    • Why were Fortune Affiliates not told about either europalace.com or wingateaffiliates.com?
    • Why is europalace.com not listed at FortuneAffiliates.com? (trying to hide the connection...hmmm)
    • Why are FL casinos not listed at wingateaffiliates.com? (trying to hide the connection...hmmm)
    • Why the non disclosure to FA/FL in the About US page at wingateaffiliates.com?

    If I was cynical, I might start to wonder if players I signed up through fortuneaffiliates.com are being cross marketed to europalace.com without my knowledge...

    Is that where my Whales have disappeared to?
    Maybe, possibly on the cards, given the above connections. Is that why my income has dropped to an all time low after 3 years of promoting the FL casinos...

    It's good to see transparency values of eCOGRA are alive and well :rolleyes:


    Cheers

    :)

    Dave
     
    Last edited: Sep 9, 2010
  15.  
    Aussie-Dave

    Aussie-Dave Former AGD Member

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    Me being me and still not tired, thought I go ask europalace.com some questions.

    Here is the Live Chat transcript. Make up your own mind:

    Connecting to server...
    xxxhttps://chat.europalace.eu/webchat/displaychatframe.asp?User=Dave&Session=4

    [Welcome Message]
    Welcome to Europalace Support.

    One of our agents will be with you shortly. Please have your account number ready.


    Waiting for available agent...
    Found available agent: Cindy . You can chat now.

    Cindy : Welcome to support, my name is Cindy, how may I assist you today ?
    Dave: hi
    Dave: Hi...I'm about to download your casino software and make my first deposit. However before I do, I wanted to check if Europalace.com is a sister site to the Fortune Lounge casinos.
    Dave: I'm asking cause I wouldn't want to void any bonus when I deposit... The reason I asked this question, the 1500 free bets, are very similar to the signup offer at Platinum Play, so I thought I better ask, thanks :)
    Cindy : No euro Palace is not a sister site though we do support for them
    Dave: so Euro Palace is not owned by Fortune Lounge Group?
    Cindy : No not at all
    Dave: ok thanks Cindy for your help today, you have a nice night ok.
     
    Last edited: Sep 9, 2010
  16.  
    Daera

    Daera Affiliate Guard Dog Member

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    Since the offices are closed now in the affiliate departments, and since it's a pretty big holiday the next two days for many people in these countries, we should probably wait until Anthony or whomever is back in the office before we jump to conclusions. Let him have a chance to answer the questions.

    I can't remember the name of the casino now, but last year, or the year before that, there was a casino or two that Mainstreet Group was offering casino support for, but had nothing to do with their affiliate program. Does anyone else remember what casino that was? I'd have to do some searching. And, like Intertops continued doing the affiliate program for Royal Joker after Jackpot Factory took over the casino. These situations do take place and don't always mean something underhanded is going on.

    I say, let's wait for Anthony to return.
     
  17.  
    Daera

    Daera Affiliate Guard Dog Member

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    Ahh, I was just reminded, the casino that Mainstreet Group once did support only for was OneClubCasino. Maybe you guys remember that.

    Just an example of similiar scenarios in the past. :)


    Edit: I just seen your last post AussieDave, with the chat. I guess that chat operator already said what I suggested. Sorry I missed your post until after I posted. Thanks for the info. :)
     
    Last edited: Sep 9, 2010
  18.  
    Aussie-Dave

    Aussie-Dave Former AGD Member

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    I've done a little more digging...however I wont post that info until Anthony respond to questions thus far.



    Cheers

    :)

    Dave
     
  19.  
    KasinoKing

    KasinoKing Player turned affiliate.

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    With all due respect to the chat person; do you think that if the top management of Fortune Lounge REALLY wanted to keep a connection to another casino a strict secret that they would even tell the support staff?
    I don't.
    The less they tell their support staff the less likely they are to "let something slip out".

    I'm not saying this is the case here, or that Fortune Lounge ARE doing anything underhand - just making a point.

    KK
     
  20.  
    greedygirl

    greedygirl Affiliate Guard Dog Member

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    Not sure why people are thinking this is something underhanded--FL has always been upfront regarding Wingate and Europalace.

    Here's what it is...

    Europalace is a white-label under FL--it is supported by FL and all processing goes through FL. FL handles conversions, retention and everything else EXCEPT affiliate management.

    Wingate is the affiliate company for Europalace. Wingate is responsible for all things affiliate-related for Europalace. Further, it should be pointed out that Fortune Affiliates has nothing, whatsoever to do with Wingate.

    Hope this helps dispell the notion that anything spurious is going on. :cool:
     

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