"I am sad to write a bad review here but…"

I am sad to write a bad review here but the customer service has been appalling.

I’ve been with mFortune for a number of years, made many smaller withdrawals and never had a problem. On this occasion however, I was asked to provide proof of my phone bill payment (due to using there ‘pay by phone bill’ method). I sent in a copy of my phone bill in pdf format showing it was resolved and was also asked to send in proof from my bank statement (they say as they have a responsibility to my network provider to ensure this has been paid). I received a reply stating that this was a pending payment and wouldn’t be accepted. I then forwarded a screen shot of my account with o2 showing recent payment had been completed and also a screenshot of the email I received confirming payment received, however neither of these are acceptable pieces of evidence. This company has poor processes, and I feel as if the bigger the win the bigger the hassle they make it to withdraw.

"Good games to choose from"

Good games to choose from, payouts on time when you win. Excellent support team/service.

"Fantastic Casino"

Fantastic Casino. Won £1200 over the last 2 days on the cat and mouse slots. In the past won on the bingo also. The ID process is a little disappointing but the same rules apply to Tombola. Overall a fantastic service. Also the free bonus spins for up to a £5 are pretty good. If you are going to put a negative comment I can assure you that in the 1 year and a half I have been playing on M fortune, I have not had any problems. If you dont like it, don't play it. Try Sky bet.... That's a place you will truly have your pants pulled down!

"STAY AWAY!"

STAY AWAY!

I deposited by phone bill and won around £150.00 which I tried to withdrawal over a few withdrawals, I received a message stating my withdrawals would be processed within so many working days. After a few working days, I received another message saying further ID was required for them to process my withdrawals and for me to contact them, bare in mind I only sent a copy of my passport and bank card to this company a few months ago! I called them and they requested I send proof that I own the contract number I deposited funds from along with usage and a copy of my bank statement showing previous payments to my phone provider and another copy of my bank card!! I sent over all the requested showing that I own the contract number deposited from and that my account was up to date with no outstanding balance and they said they couldn't transfer my winnings until my phone bill due at the end of the month was paid, bare in mind it was the beginning of the month at this stage and my phone bill wasn't due until the 26th! This meant by the time I had paid my phone bill at the end of the month and the company actually processed my winnings it would take them around a month to transfer my winnings!! Absolutely ridiculous! I always pay my phone bill and had sent them evidence that I have paid my phone bill for the past 12 months!

When I called them again to complain regarding the month wait they said there is nothing they can do and my phone bill which isn't even due must be paid first! I asked to speak to a manager/supervisor but the lady on the phone wouldn't put me through and kept saying is "I am sorry you feel this way". They say they have a duty of care to the mobile provider which is a load of crap and is an excuse to hold on to your winnings! I would understand if I had an outstanding balance on my contract phone account or my previous bill(s) weren't paid! But I had supplied 12 months of paid bills!!!!

I felt like I had supplied sufficient evidence to support that I own the contract phone and that I pay my monthly bills (past 12 months) for them to transfer my winnings so I contacted the gambling commision who advised me that they also think I have sent more than enough evidence proving my identity and that I am the owner of the contract number and that I pay my monthly mobile bills! They advised me to contact a company called IBAS and to fill in a claim against Mfortune which I have now done.

It is clear what Mfortune are doing, they don't want to transfer your winnings until you pay your phone bill first so that they get your money before they transfer your winnings. I have read other similar complaints regarding depositing via phone bill on here and it's just not right! We are consumers and we have rights! This company hides behind their terms and conditions which I honestly think in this instance will be deemed as "unfair" in a court of law.

If it a problem to deposit via phone bill why have the option! They are quick/happy enough to let you deposit by this method but not very quick in transferring your winnings! It also takes around a week to receive your winnings in general when other gaming sites online transfer your winnings for the next working day! In this day and age, it shouldn't take a week to transfer your winnings! Again another way of keeping hold of your winnings!!!

I have listed numbers below for the Gambling commision and Ibas for anyone else who is struggling with this company, please contact them as the more complaints they have against Mfortune with regards to withdrawals/ID Problems the more the Gambling Commission will take notice!

Gambling commision: 0121 230 6666
Ibas: 0207 347 5883

Finally, I would like to say that Mfortune is way behind other gaming sites online and need to step up their game if they wish to compete with the best! the withdrawals are to slow and the winnings, in general, are very small, I have been playing their games for around a year now and I never win more funds than what I deposit! Most of my friends play their games as well and have never had a biggish win! I have advised my friends not to play the games any more and I will be notifying my friends on facebook about my bad experience!

Winnings are winnings and you should be allowed them regardless of what method you have deposited by!!!!

Stay away and play other online games!! You will win more and receive your winnings quicker!!!

"Payouts"

Would like to say at 1st with m fortune its hard work with the process of id etc but they need to do that for legal reasons iv obviously lost more than iv won but if you dont like the set up then simply dont play il carry on playing aslong as they pay out like i pay in no1 will ever beat a bookie or gambling company its all down to fun and playing what you can afford dont expect a win if your in a pub and put 20 quid in a fruity your not guaranteed

"I have been playing at this casino for…"

I have been playing at this casino for over 2 years. When I first joined I had to send in ID which is understandable, there were some problems with it but finally got it all sorted. And not long after that I had a little Win and was able to withdraw it. I play quite frequently at this casino but to be honest lately the wins have been very poor. I do believe I've only ever had one withdraw. For example I put in £50 and one nothing not a thing! And I know this is a game of luck but to put £50 in and not even get 50p!? I do enjoy this casino. And some days the winnings can be good and others days it just seems like only certain people will win on the bingo and doesn't pay anything at all! So my advice would be not to deposit too much and when the fun stops stop!

"My fav slot games of all time play…"

My fav slot games of all time play every single but never caah out before but i STILL GOING to. Just a bummer i cant refer more friends and family because im from SOUTH AFRICA! But besides that i love it. I think it would be nice if u gave free spins on the games people play the least?!!!???

"They give you 50 free spins"

They give you 50 free spins, win up to 30 pound and you can't withdraw it because it's "bonus credit" what's the point in even giving bonuses to people who have deposited numerous times if the person can't withdraw!? Rubbish....