Complaint #33 FortuneJack Casino

Bug Bounty reward not given

By veewen

9 years ago

Message on forum

FortuneJack have been running a campaign regarding bugs finding on their website. Where they will reward player according to the seriousness of the bug.

Proof: http://imgur.com/a/SdWyA

As you can see, I specifically circled the word "Glitches" in the picture.

Here's the story:

I'll try to keep this as short & simple as possible.

I made a deposit yesterday. Started playing slot as usual, hit a free spin, and half way through my free spin, an error message appeared saying "cannot connect to account manager".

So I reloaded the game, first two times the same message appeared, on the third try, I manage to get back to it and finish my remaining free spins.

After a few more spins, I noticed my balance is a little weird, that my winnings from the free spins are not credited to my balance.

Then I contacted live support, and was told to write an e-mail to support@fortunejack.com.

So I wrote an e-mail, stating the issue, pointing out a 3 minutes 20 seconds blank gap between my game's transaction id in the transaction history page.

They took a while to investigate the situation, and then they replied to me that everything was fine, and asked me to double check my transaction history.

I replied, specifically mentioning that I was going to DIRECTLY contact the provider for a verification.

And then all of the sudden, as quick as a lightning bolt, they admitted there was 3 missing wins on my account. They say they have checked with the provider that the missing record was indeed there, but not on their FortuneJack server. So they proceed to refund my winnings to me.

I replied, stating that this is unfair and sketchy as hell, that I can't trust their casino anymore and wishes to close my account.

They replied, before closing my account, is there anything they can do?

I replied, mentioning about the bug bounty promotion, I am assuming a bug as serious as this, as they promised, warrant a reward.

They replied, these are their exact wording: "At your case there was no BUG."

I replied, if not crediting a player when they win is not a bug, then I don't know what else is a bug.

They replied, these are their exact wording: "We would like to inform you, that that was not a BUG, but some technical maintenance"

Here's my reply:

"If it was a technical maintenance, then why didn't your support mentioned it in the first two e-mail? Instead of apologizing for a maintenance, the first person replied there was nothing wrong with my balance and asked me to double check my transaction, and in the second e-mail they replied there was 3 missing wins and once again failed to mention anything about any maintenance. Do you see the seriousness of this problem?

You have unfairly removed wins from your players when they are not paying attention to their balance, and then only issue a refund when they say they would request a verification DIRECTLY from your provider. And when confronted, say that it is because of a "technical maintenance" that was never mentioned before. Do you know how sketchy this sounds?

And also, for an online casino, when you're in a technical maintenance routine, why aren't there any pre-announcement? There's real money involved, and the sites and games should be temporally shut down for your so called "maintenance".

I find all this hard to believe."

Proof of email exchanges: http://i.imgur.com/iRmO4Nv.png

---------------

Their latest e-mail is the last straw, as I have always try to stay polite and reasonable, but it has all began to feel like a waste of time.

They stated: "What happened to you is not a BUG, instead it is a GLITCH"

The funny thing is, remember at the top of this post, the picture of the bug bounty promotion page on their own website, used this specific word "Glitch" as well, it's like a slap on their own face.

Disputed Casino FortuneJack Casino

Reason Software glitch

Discussion

AskGamblers

• Support Team

9 years ago

Based on all the information and evidence presented on behalf FortuneJack Casino management, AskGamblers Complaints Team can now confirm the fact that they acted in accordance with the disputed promotion terms and conditions. We can confirm the fact now that the same issue reported by the complainant has already been reported by another FortuneJack player 8 days earlier and the casino team was already working on solving the problem.

Regarding the bonus which has been credited to complainant's account AskGamblers Complaints Team could now confirm the fact it was a good will bonus in return of all the inconveniences caused to player due to the reported software issue and we believe that casino action to be fair and adequate considering the situation. Of course, each and every bonus comes with certain requirements, wagering requirement being one of these.

With teh above, AskGamblers Complaints Team consider the case as resolved and it being officially closed now.

AskGamblers

• Support Team

9 years ago

AskGamblers Complaints Team consider the questions raised by the player in their post from April 26th 2017 as reasonable and logical and awaits detailed answers on behalf FortuneJack Casino management.

veewen

• Malaysia

9 years ago

It seems like we have both made our points clear. It is really pointless running in circles over and over again. So here's my final summarization:

FortuneJack has a bug bounty promotion on their website, stating that rewards, which amount is decided accordingly to the seriousness of the bug, will be given out to the person who reported the bug.

I have reported a bug, and they promised me that whatever happened to me, won't ever happen again, which clearly suggested they weren't aware of the bug otherwise it wouldn't happen to me in the first place.

They have given out rewards for bugs way much minor than the current bug in this complaint, and there's public record of that on their official forum thread on bitcointalk, they said that the seriousness of the bug is subjective, which in this case, it is completely biased, dishonest and unfair.

I am sorry that we are not able to reach any agreement. I am leaving this into the hands of AskGamblers, and I hope that the AskGamblers team will make an unbiased, subjective, and fair call to this case.

Thanks for your time.

veewen

• Malaysia

9 years ago

You said that you wish to resolve this complain as soon as possible, but It seems like you are having a really hard time understanding and replying, so let me make this as easy and simple for you as possible, just answer all my Yes/no questions below, and I will happily close this complaint.

For the record, all answers and replies in this page will be used as a public record, and will be sent to any corresponding investigation parties.

Question 1: Did one of your slot failed to record winning(s) from your player? Yes/No

Question 2: Are you well aware of the missing winnings bug before you receive a report? Yes/No

Question 3: Have you taken any action regarding the bug before the report? Yes/No

Question 4: Have you broken your own terms and condition, Section 9.1, when giving out bonus the 0.1 mtc bonus to me? Yes/No

Question 5: Do you think that a blackjack animation bug is more serious than a player's winning missing? Yes/No

FortuneJack Casino Complaint Stats

Resolved 71 / 73

Avg. Amount $7,965

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

FortuneJack Casino Complaints

See all complaints for this casino

FortuneJack - Changed the deal so I lost 1220 USDC

I got a deal of 100 % cashback, no wager. I found it in my bonussection. Thats a fantastic offer. Sometimes you can get fantastic offers like this from casinos, but i really wanted to make sure it was correct so i asked in chat. The chat told me yes, thats the offer.

As it was a fantastic offer i made a deposit of all my crypto i had in my cryptowallet. That was 1626 USDC.

I lost it all and i have had a nervous night worrying about something have gone wrong.

In my email this morning i found an email telling me i get 50 euro goodwill. For what!?!? Because they say the offer was not correct!

Im chocked! Ive spent all my savings!

They say im going to gett 25% but thats make it i loose from the deposit of 1626 USDC 75% which is 1220 USDC.

I never ever have deposit so much, i only did because i really made sure everything was correct.

Below first the chat where they made it clear i will get 100% back.

And then the chat after i had lost. (new rules)

Attached my deposit and the offer that shows 100% back.

I feel robbed!!!

Resolved

$1,170

Account closure and money confiscated

Hi,
my account was canceled even though I didn't break any rules from T&C. My account was fully verified. After placing 2 sport bets (both won) the account was closed and all my money were confiscated. I contacted the support and was told that according T&C casino can close the account without telling me the reason and confiscate all my money.

Resolved

$152

Fortunejack Casino - Voided me 4 winning bets

Hi guys,so I have been using fortunejack for years and have been satisfied all up to today.
I am in large minus on that bookie,lost a small fortune but like their design and still using them.
Today i finally won small part back and they cancelled my bets.
I made 4 bets on low level football,each of 50usdt, and should have won 3500usdt.
They kept my bets as open until they won and they changed it to "cancelled".
I spoke to chat support and they said their odds provider cancelled the bets.i think thats fake statement as i bet at more places and nowhere void(and they have same provider).
My method of work is to monitor when inplay odds drop and bet them. Sometimes i win,sometimes i lose.today after this match i lost around 750usdt on 2 simillar matches. Of course those bets were lost and not "cancelled".

My point is that even if their odds provider cancelled, it has nothing to do with me. They accepted bet,didnt cancel while its ongoing and by all rules they should have paid it out.
I have images,i have betslips ids,i have proofs that other sites paid and can post all here if admins allow just to show how fraudelant this site is.
They steal from you even when you lost 30-40 times more than won.
I really hope you will help me with this situation.

Resolved

Account closed with no details given KYC related

On 4 September night I created an account for the first time in Fortunejack and I have never created any other accounts before and I used a bonus code and I got 25 free spins. Usually there are 4 games where you can activate the bonus but the game I wanted to play was “Sweet Bonanza” but it was not available in my country so I used VPN to get it and I asked in the live chat of Fortunejack if I can use VPN and they said its okay. After playing 3-4 hours I made 336 dollars and I requested for withdrawal but it asked me for KYC verification, I have given every real documentation of mine, my national documents but after 7-8 hours later I got a email that “ you didn't pass KYC procedure successfully. As a result your account has been closed permanently with the funds forfeited.” Which is completely nonsense because I have given my own documents than how can i fail to pass that KYC ? I asked them tell me what's wrong but they don’t reply my emails and took my $336 from me, I am really disappointed and upset.

Resolved

Withdrawal is on hold

Hello I won some money on fortune jack and initiated withdrawal they said its under security check and should not take more than 24 hours but somehow its been more than 24 hours and my money still on hold, i messaged support but they say same thing everytime can someone help me out here? I did kyc verification and everything that was needed for withdrawal.

Resolved

$450

Unjustified confiscation of $1,825

On June 7, I registered on the site and made the first deposit of 1300$. June 8 After the game, I won and asked for money for withdrawal. Immediately received a notification in the mail - you need to pass the KYC verification. On the same day I passed it, and the next day I received a payment. Now my account is fully verified! It is important! On June 10, I make a deposit of 1200 dollars. I lose everything. June 11th I deposit $1900. I lose everything. June 16 I make a deposit of 2000 $. After the game, my account becomes 6375$. On June 20 in the morning I make a withdrawal request. Fortunjack won't pay out my money citing some standard check... June 21 in the evening they send me an email saying that my account was linked to some other account, which was previously blocked for some bad actions and now all my winnings are canceled! I that I can only take the deposit because they are so kind! As a result, my deposit was 6375 dollars, and they allowed me to withdraw only 4550 dollars!!! $1,825 was withheld!

I repeat once again - my account has been fully verified! While I was losing, Fortunjack turned a blind eye to everything??? Or was there no connection? But as soon as you saw a large amount on my account, you immediately didn’t want to pay???

Now my account is already blocked. Fortunjack covers his tracks very quickly. If you ask me to make new screenshots, I won't be able to make them for you. But I have done some.

My deposits and my balance - https://prnt.sc/Fr35N2X5Jvw6

Ask KYC - https://prnt.sc/BhdzupGtGMid

KYC finished - https://prnt.sc/OkoU2ubqAHo_

Delay of my last withdrawal - https://prnt.sc/W0sr7AMosFp2

fortunejack not want pay - https://prnt.sc/YxtyeVc9qemM

my bets https://prnt.sc/-V98g3_fxaK1

Fortunjack is not consistent in his actions! A fully verified account suddenly decided to be accused of having links with some other accounts! Clearly a scam! Fortunejack, you can close the dialogue by mail! And here you will have to answer for your theft! In order to close this dispute, I demand the return of my honestly won money! Fortunejack, you have no right to steal money unilaterally like that! And then close the dialogue! I have verified my identity! You are obliged to carry out such a check on each account so that there are no matches! Then people will bet safely! Before leaving a complaint here, I corresponded on another forum https://bitcointalk.org/index.php?topic=5457112.0. It was there that I was offered to file a complaint with you. Fortunejack, in his uncertain answer, wrote something like this - we do not have any evidence, but the analysis of the behavior on the account allowed us to draw such a conclusion! If you look at my rates, then the answer Fortunejack will seem very strange to you! Approximately the same thought from the bitcoitalk community. Especially when I was losing at first, they let me bet. And as soon as I won, they refused to pay. For example, if I lost, then the Fortunejack remained in a very big plus and there would be no problems! It turns out a very tricky game!

Resolved

$725

Unnecessary Termination of Withdrawal and account

Good Day AskGamblers,

I participated in a Fortunejack Twitter Giveaway on two different occasions and I won 10 free spins and 50$, I contacted them via Twitter Dms and I was only given 50$. After seeing some complaints online about their withdrawal problem I contacted support and ask if I can be able to withdraw that bonus even though I don’t have a deposit. The customer representative said I can, but after turning over the 50$ into 157$ I made a withdrawal and was asked to do a KYC, which I did.

Now my account has been terminated and my withdrawals were terminated because of Bonus abuse, but beforehand I Already contacted support and they told me I can play with that bonus and withdraw.

Even after I got the bonus I asked the Twitter admin if there was a problem with my account so I don’t get banned unnecessarily but I never got a reply.

Below are photos of me winning on Twitter and the emails I got from Fortunejack.

Resolved

Not crediting my deposit of 910BUSD

Hello,

I have been playing on quiet a few casino sites and never experienced this. Sadly I decided to try fortunejack casino site today, deposited 910 BUSD coins, and they never added them to my balance!

I have every proof needed to provide that transaction was fully completed hours ago and they never added it to my balance. Their support keeps repeating same stuff like a chat bot, that their ''team is looking into it''.

Proof of transaction: < link removed >

Rejected

$910

Withdrawal is delayed for over 40 hours

Yesterday I submitted two withdrawal requests and both times received emails stating a "standard security check" needed to be completed. I've emailed support asking for time estimates and have received very vague responses such as "pending withdrawals will be approved as soon as procedure is finally done".

I passed the KYC check in January when first attempting to withdraw lower amounts. I'm hoping this will help expedite the process as the amount this time around is over $8,000 and its been over 40 hours since the first withdrawal request and over 24 hours since the second withdrawal request.

Withdrawals requested:
2 ETH on 02/22/2023 @ 12:18 AM (EST)
3 ETH on 02/22/2023 @ 4:27 PM (EST)

Resolved

$8,000

Haven't got withdraw yet eventhough asked for kyc and passed it

They asked for kyc and still haven’t received withdraw. I passed the kyc. I expect my withdraw to be sent.

They do not request any address or location information when signing up.

I’ve had no issues with any other casino besides FortuneJack and I’m afraid they stole my deposit and my small winnings.

All I ask for is the casino to do the right thing.

Rejected