Fortune Lounge closed all of my accounts(RESOLVED)

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

  1.  
    dominique

    dominique Certification Member

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    Sep 10, 2010
    Ok, enough already.

    This thread is about someone trying to find out why a player account (or rather several accounts) were blocked.

    No, I am not going to spend all kinds of time picking and transferring indivdual posts to a new thread.

    End of the whitelabel dicussion in this thread, period. Anyone who wants to discuss Fortune and it's white labels, start a new thread.


    :smellie_frighten:
     
  2.  
    Vegasguy

    Vegasguy Affiliate Guard Dog Member

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    Sep 11, 2010
    update

    Without any notification, all my accounts (including Europalace) have been re-opened yesterday.

    Still no email, no explanation and no apology from FL. :mad:
     
  3.  
    dominique

    dominique Certification Member

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    I would assume then that it was an error or a minor fix, like confirming your ID.

    I am glad it's solved!
     
  4.  
    Aussie-Dave

    Aussie-Dave Former AGD Member

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    With all due respect, I wonder if posters like Vegasguy and I for example, would be understood far more if we posted in Swahili.

    Because Plain English is obviously not understood.


    Cheers

    :)

    Dave
     
  5.  
    Bonus Paradise

    Bonus Paradise Affiliate Guard Dog Member

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    Sep 12, 2010
    I don't see that as solved.

    Error, bug or whatever happened, at least an e-mail to appology or a little explanation should have been sent to that player.

    Sorry, but if this happens to more players, do you think they then come back happy and play again?
    I as a player would not deposit a cent there anymore.
     
    Last edited: Sep 12, 2010
  6.  
    dominique

    dominique Certification Member

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    I am assuming that it will still be sent, it's just common courtesy to do so.

    I think the casinos don't quite understand how hurtful it can be to go someplace to find oneself locked out from a place where one has visited for years - and especially without explanation. It feels like a slap in the face.

    Mistakes happen - but when they are made, someone needs to step forward and apologize IMO. Doesn't have to be in public, private is just fine.
     
  7.  
    Daera

    Daera Affiliate Guard Dog Member

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    Sep 12, 2010
    Very well said Dom. An apology does go a long way.

    I would have liked to see Wim respond to this thread, since it's a player issue.
     
  8.  
    greek39

    greek39 Affiliate Guard Dog Member

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    Sep 13, 2010
    New thread started here.

    greek39
     
  9.  
    inspiration

    inspiration Affiliate Guard Dog Member

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    This is why they lack in keeping customers happy there is no personal touch, just the system that will send an automated appology........

    IMO 80% or more of the players that had to deal with the same vanished and probably will hate to play online at any casino. So this will not hurt FL but also others.

    Admitting your mistakes and correct it still seems a bit too much of a hassle even for a big group like FL.

    This is just an example of poor management.

    :mad:
     
  10.  
    Aussie-Dave

    Aussie-Dave Former AGD Member

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    Sep 13, 2010
    Problem is the Bigger the Group the greater the chance of player dissatisfaction.

    Take 32Red for example.
    Pat Harrison has his finger on the pulse of that operation. Apart from when his on Holidays or sick, I can not recall a day he has not logged into the CM forum. The same goes for Ed Ware and Mark too.

    If the SlotMeister tournament ends on a weekend, Mark is there checking accounts and paying bonuses. And as far as payments...These guys not only flush on request they pay 7 days a week.

    I mean seriously...32Red has a staff of around 25 give or take.

    FL has a staff of around 300. Reiterating it seems the larger the company (in most cases) the more player issues and BS arise.

    Of course that's just my 2 cents worth.



    Cheers

    :)

    Dave
     
  11.  
    Vegasguy

    Vegasguy Affiliate Guard Dog Member

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    Sep 13, 2010
    Yes..indeed. Especially if a player does not feel guilty for this.

    Thanks for the input everyone here.
     
  12.  
    dominique

    dominique Certification Member

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    I find that true anyplace. Look at paypal - great service until you run into some snafu. Then you have nothing but canned messages and no one seems to actually read what the issue is. Most frustrating.

    It happens in brick and mortar too, but at least there you can just go into the place and find a person to talk to.

    Vegas casinos handle even very small players better - if I am interested in a comp they sent I can email or call and get personalized service by very friendly people instantly. Both emails and calls are answered right away. Complaints are dealt with instantly and courteously.

    I think this is why most people are still worried about spending money online - it is very difficult to reach anyone who will actually listen and answer personally.

    Conversely, an online company that is responsive and has a personal touch stands out from the crowd and inspires brand loyalty.
     
  13.  
    Aussie-Dave

    Aussie-Dave Former AGD Member

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    Sep 13, 2010
    Hi All,

    I find this interesting:

    AnthonyP is offline
    Junior Member

    Last Activity: Today 10:20 AM (being 13'th Sept 2010)

    But no response to this thread :rolleyes:


    Cheers

    :)

    Dave
     
  14.  
    dominique

    dominique Certification Member

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    Just as long as you don't pay attention to whether I show as logged in - I keep the window open often day and night for weeks - needless to say I am not actually looking at it all that time. :)

    Maybe Anthony went to talk to someone - he doesn't know any particulars I am sure since he doesn't work on the casino side of things at all.

    The same issue has been posted at Casinomeister now, and there the actual casino rep is handling it. He just went to look into it. He is much closer to that part of the operation and should bring better results than Anthony, who is not really involved in these things.
     
  15.  
    Aussie-Dave

    Aussie-Dave Former AGD Member

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    lol@dom

    Do you have the link to the CM thread, that would be helpful, thanks!


    Cheers

    :)

    Dave
     
  16.  
    TheGamblingGuru

    TheGamblingGuru Turning Over Stones

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  17.  
    AnthonyP

    AnthonyP New Member

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    Sep 13, 2010
    Vegasguy - your questions regarding locked accounts

    Hi there Vegas guy,
    I have been on leave since last Wednesday afternoon and thus apologise if you have been kept waiting for answers regarding your locked accounts which were subsequently reopened.

    Your player accounts - this has been taken up with the casino as I said I would do last week to give you the reasoning as to why they took what they deemed as justifiable steps in accordance with their T&C's and rules of the casino.

    Although it appears all accounts were reopened , a justification for these steps will be given and explained fully - The VP of Operations has made a post on Casinomeister speaking to this initial point.

    Other questions and concerns raised - For some reason this thread was chosen to raise other questions posed by other affiliates unrelated to this query. Questions need to be answered and clarity given. I will respond to these separately from this reply.

    The absence of information always raises questions and I am here to answers these and hopefully satisfy your doubts and concerns.

    Regards

    Anthony - Affiliate Program Manager
     
  18.  
    AnthonyP

    AnthonyP New Member

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    Sep 13, 2010
    Who is Europalace and where do they fit in with FL

    Europalace casino is a brand that is operated by a third party. They (EP)manage the marketing and player acquisition around that brand and we (FL) manage the back end support and retention marketing.

    Our acquisition efforts and management of affiliates are completely separate even to the point of running separate affiliate programmes.

    In answer to the questions raised about systems, functionality etc - YES , we did provide the backend affiliate system . This is no secret and we are glad that our services and expertise could help a 3rd Party launch a new brand in the MGS stable.

    Feel free to contact either your account managers at Fortune Affiliates with a PM or drop me a line and I will respond immediately.

    Cheers
    AnthonyP
     
  19.  
    bonustreak

    bonustreak Administrator Staff Member

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    Sep 14, 2010
    Okay everyone this is my suggestion we can take this thread title and edit it to say resolved since the player has his accounts open again and all is good for him in the land of gambling. I think enough has been said here and I have to say I am not happy about the personal attacking that has happened here on behalf of some. I think many things can be solved without such unnecessary outburst.

    So there is another thread that continues the subject of white labels and cross marketing let is continue there and leave this thread be since it has been derailed so much.
     
  20.  
    Vegasguy

    Vegasguy Affiliate Guard Dog Member

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    Sep 15, 2010
    I do not take it as resolved as long as FL refuses to explain to me what happened. I want to know if my accounts got hacked or whatever went wrong.

    Also, from an affiliate point of view, we should know if more player accounts have been closed in error, or donĀ“t you like to know why your loyal players suddenly disappear?

    Bonusstreak, please allow me to decide by myself if or when all is good for me in the land of gambling. Thanks.
     
    Last edited: Sep 15, 2010

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