Complaint #382 FortuneJack Casino

Declined payment and block of my account

By Oliver Hubert I.

3 years ago

Message on forum

I am firing a complaint against this casino because I believe they are scamming me.

I have been using this casino since March 2022 and on 22nd November 2022 I was able to make my 1st withdrawal which was delayed for over 12 hours, and it went through saying that the issue for that delay is because that it is my 1st withdrawal, and they do a standard security.

Now yesterday (18th January 2023) I made my second withdrawal of about 7.2mBTC they told me they are going to run the check again which I waited for and couldn't arrive instead they sent me an email saying that I use multi accounts which I don't. They said I use another account named uclaudy2020 which I don't know of and how can I use more than one account when I have one Identity card which I used for the KYC they asked me when I made my 1st withdrawal. I communicated to their team about that I don't and use more that my account (icollins) and that I take their T&C seriously, but they all run away and now they blocked my account and couldn't receive the money I withdrew too.

To expose their fraudness I asked in their community after they said that I use that username and the user of that account came up and told me that they gave her a message that she made a withdrawal while she had 0$ in her account she thought Fortune jack tried to scam her, when she asked about this query the went into silent mode and she couldn't get a reply and when she said that she request that her account gets closed they came like thunder and closed her account.

If there is someone out there who can help, please I need help.

I attached all proofs of what I am saying, I even asked this user they are accusing me of her proofs, and she gave them to me, and they are also attached.

Disputed Casino FortuneJack Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that FortuneJack Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

icollins

• Rwanda

3 years ago

This casino has violated their own terms and condition as it is stated on 2.4 on their website. as it states:

2.4. You access your Account by username and password. We guarantee that We will not disclose your username and password to any third party. We will also take reasonable efforts to implement protective mechanisms to prevent unauthorized access to Your Account.

They have already disclosed my username to this person whose username is uclaudy2020 and I believe this is not the first time they have done it to me, I believe also that doing so they have to bear what would come out of it because personally there's nothing I have done, it is all their actions, and they are now against their rules.

I have attached the document that states that rule.

I think this case should already get closed in my favor as all I am speaking are facts and you can clearly see it.

icollins

• Rwanda

3 years ago

I am also really disappointed in this casino (Fortune Jack), they keep those log in details for themselves as if the user doesn't need them also for his/her security. I believe that someone might also have hacked into my account and has been monitoring or using it for his benefits, according to those details I provided and the mistakes of FJ casino I approved there is also a high chance that their customer support agents might have logged into my account because I also don't see notifications when I log in + I am a valuable member of this casino because as I said I passed their KYC a while ago so I don't see a way of owning more than my account (icollins)

Through this you can also see that those screenshots of log in they provided and vice versa means nothing because When I log in, I don't have anywhere to go to check if someone is also in my account like other casinos do. From that note I can say that it is not true, this casino also has to tell me where some of these log ins are from for my security.

icollins

• Rwanda

3 years ago

I didn't use more than one account as I said it and I can say that again, of all Terms and Conditions on this Casino I don't see any rule from Fortune jack that restricts me from using the public internet that I normally use in addition to that I have been using their web for a while and I was using the same device and the same IP the same day that I made my 1st withdrawal (22nd Novermber,2023). If it was the issue, they would have found it the first time, but they didn't because when you look on the big picture and the proofs I am providing that is not the real problem.

NOW THE ONLY REASON I THINK THAT FJ is doing this, is because they made a mistake, there is a customer support agent whose name is "charlotte" instead of sending me the mail to my registered e-mail which talks about their security check thing she sent it to someone else (random fj user) when this person asked them about it they kept quiet and when she asked them to close her account they closed it immediately which means that they run out of words because they knew they made a mistake and they didn't want to own that mistake.

In addition to that they came to me and closed my account as a way of hiding their flaws.

I have attached the screenshots of the mail they sent me, and the one they sent this user whom they accused me of having multi of.

You will come to realize that both mails look the same and one account cannot have 2 e-mails registered on it according to their Terms and conditions by the way.
That's a casino big mistake, and they want me to be the victim of that.

You will also realize that Fortune jack refused to answer this person when she asked why they sent her this mail, while she had 0$ in her account and why they called her icollins while her username is uclaudy2020, Again FJ doesn't want to talk about this because they know that they messed up big time on this.

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