FortuneJack Casino - Customer service unavailable after I reported software glitch

RESOLVED
Wallace Carranza United States
posted on February 2, 2016.

Upon my very first click to play on FortuneJack, the game crashed and I reported it to the live help. I was trying to play a BETSOFT game on my desktop. I tried a couple more times and even followed her tech advice. Restarted my computer, cleared my cache and to no avail, BETSOFT games kept crashing. I'm familiar with BETSOFT so I was really excited to play. After several attempts, I decided to test a few other non-betsoft games. I tried to place a bet on blackjack with no success, reported it and continued their other slots. Placed couple bets or so on each slot to see if it would allow me to play and had no problems. I reported this back to her. She apologized and informed me she was letting tech support know about the issue. Little did I realize, because of the confusing setup of FortuneJacks wagers... I wasted quite a bit of my initial deposit on "testing" games that worked.

I decided to step away for a little bit and let the tech support handle the problem.
A while later, I logged on from my mobile phone to read up on the wager setup to get a better understanding how it works. Couldn't find anything on the site. however, I noticed a game I'm familiar with, REEL OUTLAWS as I browsed thru the games the mobile version offered. I decided to give it a shot and see if the issue had been fixed.

The game started right up and I was able to place a bet. That's when I was reminded of my low remaining balance. I wouldn't be able to enjoy the slot game I like because of it. From my mobile, I messaged the customer support and notified them that I was unable to understand the way they setup their wagering process and that a betsoft game was playable on mobile. I rushed home under the impression that the issue was resolved. I jumped on my desktop to play only to have the BETSOFT game crash on me again.

This time when I looked to report this back to live chat, I was only allowed to leave a message as customer service is now unavailable at the moment.

I've left two messages to them, one asking them to clarify how to wager and to report the BETSOFT slots crashing issue. The second message was a request to fix technical issues and an inquiry on their customer service. The woman I was chatting with was awesome and very friendly. She sounded concerned with my issues when I explained this to her. However I am bothered by the fact that all direct communication is now unavailable other then "Please leave us a message"
I have attached the playthru to show how many times I tested BETSOFT.
Also to show how they are unavailable for contact now.

posted on February 5, 2016.

Dear User,

We are writing to inform you about the details related to the problem, which occurred during your attempt to play BETSOFT GAMES.

First of all, thank you for visiting us and playing with us. It is very important for us to make all our customers feel comfortable while they are staying with us.

Secondly, I would like to bring some details to your attention on the problem you were concerned with. The issue was brought to our attention before and we were working on that, but we appreciate your feedback as well. It was technical issue, which took us longer time to solve than usual. As a result of it, players could not play it from other devices. We are sorry that you were provided with inaccurate information from customer service and tried different options to start the game. We appreciate your patience and time you spent.

Thirdly, let me give you more details on the problem, because we want our customers to have detailed, accurate and professional information on all the issues, which concern them. As I have mentioned, it was purely technical failure, which occurred during the integration of the game. However, it is solved now and you can enjoy your play with us.

Finally, I would like you to know that we are truly sorry for all the inconveniences and we appreciate your patience and time you took to bring the issue to our attention.

Thus, please accept Bug Bounty from FortuneJack, which was already credited and enjoy your play.

Sincerely yours,
FortuneJack Team

Wallace Carranza United States
posted on February 5, 2016.

Thanks guys, I checked the Betsoft games and they are working great. Once again, thank you for resolving the issues reported.

AskGamblers
posted on February 6, 2016.

Based on the player's last post we consider this case as resolved and officially closed.