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FortuneJack Casino - Closed my account and kept my withdrawal, no further information or explanation was given

REJECTED
Proudofm3 Canada
posted on May 16, 2018.

Hello, I found this casino threw your website and decided I wanted to give it a try, little did I know it would turn into a nightmare!

I made a few deposits on the website and then won a very big amount. I then went to the withdrawal section and saw that my funds were available for withdrawal, so I decided to do just that and withdraw my balance. I waited a day and when the money still had not been paid I decided to write them and email.

Lily from their support team answered me saying exactly this : Hello dear user,

Your withdrawal is delayed as it is under security check. We apologize you for delay.

Thank you for contacting FortuneJack support team!
-----
I responded to her asking her how long it would take and she replied to me with this exact email:
As usual withdrawal process is instant at FortuneJack. But sometimes it is delayed because of security reasons. It is standard check up procedure, please, wait until this is done.
Keep in mind, that your funds are secure.
Also, please, keep an eye on your registration email address, you may receive confirmation letter there.
-------
I waited to receive the email they mentioned but nothing came threw. A few days went by and I tried to login to my account and I got a message on the site saying my account was suspended. Shortly after I received an email from Fortune Jack saying that I was part of some fraud and that they terminated my withdrawal and closed my account.

I have no idea what any of this is about. They was no issue when I was making the deposits on the casino, but when it came time to request a withdrawal and get paid they do this? What kind of company operates like this.

I saw that there are a few resolved complaints with this casino on your website, please AskGamblers reach out to this casino and have them do what is right and pay me.

Thank you

posted on May 18, 2018.

Hi PROUDOFM3,

I have double checked your case and will try to give a clear explanation in this post:

As you have been notified via email (attached to this letter) your accounts have been suspended because of investigation on Bonus Abuse and Multi-Accounting. Once this email was sent to you, you could have reached us back and denied the accusations.

But to leave this behind, as you have been notified bonus abuse and multi-accounting is strictly prohibited on our service. Your account is linked to systematic bonus abuse with 33 other accounts. You have been connected via deposit wallet for one and withdrawal wallet for the others. there are usually 2 or 3 intermediary wallets with only 2 transactions of receiving money from withdrawal wallet of one user going through the intermediary wallet and then deposited on the user's account. The same thing applies to deposits of these users.

If you can deny these accusations I can put you in direct touch with the head of our support department, but your proofs have to be firm.

Cheers,
David.

Proudofm3 Canada
posted on May 21, 2018.

Can you please ask whatever department you mentioned to get in touch with me because I have no idea about what you are talking about.

posted on May 25, 2018.

Hi Proudofm3,

Thanks for understanding and readiness to collaborate. What about scheduling a skype call for Tuesday? We are off from Today to Tuesday and we can do the call the first time we are back to the office. Please write me your time zone, so we can schedule the call the best time possible for both of us.


You will be presented with our research and for the gentle reminder, in case of not being able to deny accusations in multi-accounting, your account will be suspended and IP adress blocked.

Cheers,
David.

AskGamblers
posted on May 28, 2018.

Dear @Proudofm3,

Please let us know if there's an update regarding your ongoing complaint and if you have cooperated the casino. Keep in mind that in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

Thank you for your cooperation.

Proudofm3 Canada
posted on June 1, 2018.

Hello Fortune Jack, can you please email me the explanations you mentioned on your previous post, I would rather have this done this way as it will be difficult for me to schedule a precise time to make this call. I do not want to get into my personal life on this thread but there are circumstances that unfortunately make it hard for me to schedule anything at all. I barely had the time to respond to this post.

Please email me and I will repsond

posted on June 4, 2018.

As required the detailed report of Players Behaviour Analyses, as well as supporting documents exposing the user in Multi-Accounting prohibited on our website has been sent to @AskGamblers support team.

Waiting for your response and judgement,
Cheers,
David.

AskGamblers
posted on June 8, 2018.

Dear FortuneJack Casino, 
AskGamblers Complaints Team strongly encourage you to present additional evidence regarding this case, due to the fact we considered the information and proofs you presented so far as not justified enough to confirm the accusations against the player. 

Dear Proudofm3,
Can you please elaborate why you are constantly refusing casino's request for Skype call, the casino has requested additional verification to resolve your dispute and we strongly encourage you to find time and way to comply with their request. 

AskGamblers
posted on June 12, 2018.

Unfortunately, player failed to provide adequate feedback within the given 96-hours time frame for response. As per the AskGamblers Casino Complaints Service terms and guidelines, player is supposed to provide updates on their issues in a timely and responsible manner, something that player did not do regrettably.

The complaint is being rejected due to submitter's inactivity and the case is now officially closed.

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