Hi,
I have been playing on fortunejack casino since 2019. I deposited and withdraw in past.
Now today I requested withdrawal of 0.014 BTC. There support team first sent me warning saying I am using duplicate account, where I did not.
Then they asked for ID verification and I was successfully verified by them. Then they have sent me this attached email. When there system verified my account with live ID Card and face.
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.
As for the complaint inquiry:
Our security department requested the standard KYC (Know Your Customer) request as per 8.3 (To read, please see the attached image).
The user was aware of all the instructions on how to complete the verification procedure. To do so, revmob111 needed to upload a selfie and the ID (Identity document). Onto the first attempt, the system automatically identified that the person's image on the ID was different from the selfie. As soon as the OP realized that the platform denied the entry, revmob111 tried to upload the corresponding ID to the selfie for the chance to complete the verification procedure. However, our Fraud and Prevention department checked all the entries accordingly (For the first try, OP used a male ID but onto the last one, the female which is the one shown in the selfie) and terminated the account as per 8.9 (To read, please see the attached image), which clearly explains that if the user does not comply with the respective KYC and/or CDD requirements, we have the legal right to terminate the account and confiscate all the funds allocated through the illegal activities.
The decision is final and will not be changed as we can clearly see the illegal action taken against the company. Most importantly, we're dealing with criminal activity, not just the standard TC violation, and we as a company cannot and will not allow it to be happening across our digital entities.
We're in the process of allocating the related proofs to the case and should be able to post the announcement anytime soon.
Community Team Lead | ampera
FortuneJack Casino Complaint Stats
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