Complaint #23
FortuneJack Casino
Delay in Withdrawal, Reason Not Even In Terms and Conditions
9 years ago
It has now been over 24 hours since I initiated a withdrawal from Fortune Jack in the amount of 14 btc. When I processed the withdrawal I received a notification stating "Your Withdrawal Has Been Approved", however I soon realized it had not been approved and was listed as pending in my transaction record. When I first asked what was causing the delay in an email with no response , I contacted support on the live chat where I was told that because of the amount that they needed at most 24 hours to verify everything was above board. Seeing as this is a large amount of money , roughly $14,000 USD at the current exchange rate, I could understand the need to double check. After about 12 hours I asked again on live chat if I could get an update and a possible estimate of when I could expect to have my withdrawal approved, I was then told by a different tech, Carrie, that there was no change and that instead of 24 hours I would need to wait up to 48 hours. Today at roughly 23 hours past first processing the transaction I asked again for an update. Anne the tech at the time informed me that there was no change and no way of contacting the fraud department in which it was being reviewed by. My issue is that 1) Fortune Jack claims to have instant withdrawal approvals, 2) The only stipulation in the terms and conditions on the site states that if the amount is 100 btc or greater that Fortune Jack may spread out the payment over a 10 month period. 3) No one has even attempted to initiate any contact with me concerning this matter not by email or other means. 4) No one seems to be able to have the ability to establish contact with the Fraud Department. 5) No one can tell me what is causing the review to take this long weather there is a problem or not and there is no communication coming from this Fraud Department. 6) The majority of the winnings came from a single slot game, so investigating the games should be rather simple to verify if the game was malfunctioning or not. 7) I have been a depositing member of this site for over a year consistently depositing and rarely coming out ahead, the have no problem taking my money when I lose but now that I win I seem to be getting a delay tactic to avoid paying what I won and I'm being told that what they are doing is a standard procedure yet no where in there own terms and conditions is any such review mentioned in any way at all. I kept to my obligations under the terms and conditions yet they are not meeting theirs.
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