I have been a VIP player myself to the Fortune Lounge Group especially to their Casino Royal Vegas. I have deposited a lot - just the last months it was more than €20.000. Till last year before Christams 2012 everything was fine. Almost no technical problems, just sometimes updates which was understandable as they have to keep their download software up to date. By the end of 2012 and beginning of 2013, the problems started. First I couldn't play jackpot slot and other slot games as it wouldn't load. I tried from every computer and also with every internet provider but it just didn't work. More than half of the games I wasn't able to play.
I complained with CS Royal Vegas and to my VIP manager and I even bought myself a new laptop thinking it would change everything. But still no change. I waited for answers and it took them weeks as they were telling me Microgaming is looking into it. All answers I got was, it has to do with my internet connection or with my laptops I am using. Well guys, I have tried all kinds of laptops and computers in 3 different countries and the result was the same. I sent them screenshots spend hours explaining via email and all of a sudden without doing anything it worked again after 2 months!
But this was not all after that, I was kicked out of games when I was doing well, couldn't log in anymore. The jackpot thermometer would show 0 on all games and when it did so, I lost my deposit in just minutes. I noticed it too late as I normaly dont care about the jackpot thermometer which shows you when the jackpot was won last. The slots would all of a sudden just spin endlessly without stopping or it would just spin very slow. I always checked my connection and everything was fine, I was able to surf the internet open websites even watch videos while the slot game was spinning all over the same spin.
I confronted my VIP manager with all the problems I was experiencing and all I get is- "oh I thought it was solved- let me give 50€ or 200€ bonus" - what a way to shut someone up. Well as a person with faith and trust, I waited for them to resolve the problem. But nothing is solved. I even took videos of the situaton, where I deposited and jackpot thermometer showed 0 and once time I deposited and couldnt login anymore. I even sent screenshots where it clearly showed the problem code where it stated the casino has problem and still they blame it as bad luck and internet connection problems.
After complaining and asking my deposits back from the last months where I was playing in hell, one of the so called executive host Jorn T. answered me back as like I would be a player who just spent like 100€ while being with them. The answer of the executive Management also backs the answer with no comment to the videos or even screenshots I made. All he could say was - he agrees to what his VIP Host said and no refund. What a shame on someone who is executive manager not even going into detail or even took time time to check my complaint.
I am mad, mad about their philosophy where they state: "Our success is based on player satisfaction, so we work to ensure that Fortune Lounge remains the better place to play"
Don't believe what you read, it's just a say. They will be nice to you, if you keep your mouth shut, if you have problems. All they think is that they can make you happy with bonuses. But dare you come with a problem and you will see how fast you will also get the door slammed to your face.
I advice everyone who wants to play at the Fortune Lounge Casino to be very carefull. There are definetely other casinos out there who are honest and know how valueble a player is no matter how much they spend. I have been a player who spent enough thousands of Euros since I have been with them. But not even 5% of what I have spent came back to me. Fortune Lounge Casinos choose and pick the players they favourite in one box and players who are their piggy bank for those players they favourite. I tell you the favourite box is not even as big as wedding ring box and I bet the piggy bank players box funding that specific box is larger than a shoe box.
A very disappointed former VIP Player of the Royal Vegas Casino/Fortune Lounge Group
