Complaint #117 FortuneJack Casino

False accusation regarding multi-accounting

By Johan A.

7 years ago

Message on forum

I opened an account with fortunejack on June 11th. Mainly I have played Microgaming and Netent games. The same day I made several deposits, and then a withdrawal which was successful. Total deposits were 1.69 ETH while total withdrawals 2.45. Two weeks later I went to play with fortunejack again, I lost my first deposit of 0.15 ETH , the second of 1.8 ETH lost as well, I made the third deposit on June 27th (0.3 ETH) and was lucky to win. My balance was 2.1 ETH and I requested a withdrawal of 1.8 ETH. The same day I received an email:
Greetings, dear user.

We are contacting you to inform regarding your account status :

As you know FortuneJack restricts multi-accounting and your account has been found associated with a number of accounts for illegitimate use of website.

Illegitimately obtained winnings are not credited to player's account as it goes directly against company's T&C ;

Any winnings made during illegitimate website use shall be void. Any subsequent Games or Services that you participate in with funds obtained from a illegitimate website use shall also be void.

Failure to meet the requirements of FortuneJack's security policy results in company reserving the right to conduct any or all of the following security procedures :

- Withhold all active transactions until further notice.
- Withhold all existing financial resources at user's disposal.
- Permanently discard all associated accounts.

We would like for you to provide explanation regarding multiple accounts associated with yours.

Kindly respond to this email as soon as possible within three days.

Best regards

I replied to the email saying I have just one account and that is impossible. However, after my reply I haven't heard back from them. I noticed that my account has been suspended. I wrote them one more email but still nothing, no reply.
I am sure there cannot be any way of multi-accounting as I live with my parents and I am pretty sure they are not playing casinos online, especially crypto casinos. Therefore, I am 100% sure that these accusations are false. The problem is they stopped communicating and I cannot solve this by my own. I am not sure what further information to provide as there is no communication between me and fortunejack. Maybe you can help me here, if they respond I am sure we can solve this situation, as I have done nothing wrong.

Disputed Casino FortuneJack Casino

Reason Account closure

Amount ETH1.8

Discussion

AskGamblers

• Support Team

7 years ago

Dear @ferrari,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

FortuneJack Casino

• Representative

7 years ago

Hi @Ferrari,

What games? excuse me, but I think you have already got your withdrawal :) I am attaching screenshot for @askgamblers team to view that player has got its funds and much more earlier than the comment appeared.

Cheers,
David.

ferrari

• Iceland

7 years ago

The issue hasn't been resolved at all. I don't know if they are playing games with me or what is happening. My withdrawal got declined 3 times. I asked the chat what was the problem and I was told that I did not wager my deposit 2 times, which I haven't checked yet but I think it might be not true. But this wouldn't be a problem at all if I was able to play any game. Now whenever I load a game I am logged out automatically. I have to be super fast in order to make at least one spin (which I was able to do only was and tried probably 20 times). I though maybe it has something to do with my ip (was not using any vpn), therefore I asked the chat if it was ok if I tried using vpn. I was told there is no problem with that (if needed I copied the chat). So I started trying various IPs and still same problem. I deleted the cookies and so on. I tried 4 different browsers and a different computer as well. None of these worked. I cannot see how this would be a problem on my side. The chat did not inform me of any technical issues. So the only thing I can think of is fortunejack is playing some kind of games with my account. While replying to this complaint I even thought to try mobile, still same problem, I got logged out as soon as I loaded a game.

AskGamblers

• Support Team

7 years ago

Dear @ferrari,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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