Complaint #138
FortuneJack Casino
Withdrawal glitch taking unreasonably long to resolve
7 years ago
So here's the situation:
A little over a week ago, I deposited about .75 BTC on Fortunejack, and would aim for small wins and cash out more, i.e., withdrawl .025 btc after winning .005btc., so I made multiple withdrawls.
I withdrew .025 at one point, withdrawl was still pending an hour later, even though I had made more than 10 withdrawls that were approved since then. I contacted support, they only pasted the withdrawl FAQ and said things like "I understand your frustration and thank you for your patience".
Then, a day later, somebody finally agreed to forward it to the tech team and discovered that it was, indeed, a glitch. A few more days pass, and after repeatedly asking them, I finally got out of them that the withdrawl was indeed approved from the get-go, but by some sort of glitch, the funds failed to actually release.
I asked them if they could simply cancel the withdrawl and credit my account, but they said they couldn't do that until the investigation concluded. Here's my issue with that: Their system is what failed, and I had nothing to do with that. What caused the glitch is frankly not my problem, and I feel that unless there's a question of wrongdoing or the general validity of the withdrawl (which there's not), I should be credited the money regardless of what happened.
In addition to this, I feel that an error like this shouldn't really take them this long to investigate on a strictly bitcoin site, and I feel that they should at least let me know where their technicians are at in the process of resolving it.
To be fair to the chat support, I want to make it clear that I don't put the blame on them. They were nice and gave me free spins. I just feel that I should post this to protect myself from inentional stalling at the management level.
A little over a week ago, I deposited about .75 BTC on Fortunejack, and would aim for small wins and cash out more, i.e., withdrawl .025 btc after winning .005btc., so I made multiple withdrawls.
I withdrew .025 at one point, withdrawl was still pending an hour later, even though I had made more than 10 withdrawls that were approved since then. I contacted support, they only pasted the withdrawl FAQ and said things like "I understand your frustration and thank you for your patience".
Then, a day later, somebody finally agreed to forward it to the tech team and discovered that it was, indeed, a glitch. A few more days pass, and after repeatedly asking them, I finally got out of them that the withdrawl was indeed approved from the get-go, but by some sort of glitch, the funds failed to actually release.
I asked them if they could simply cancel the withdrawl and credit my account, but they said they couldn't do that until the investigation concluded. Here's my issue with that: Their system is what failed, and I had nothing to do with that. What caused the glitch is frankly not my problem, and I feel that unless there's a question of wrongdoing or the general validity of the withdrawl (which there's not), I should be credited the money regardless of what happened.
In addition to this, I feel that an error like this shouldn't really take them this long to investigate on a strictly bitcoin site, and I feel that they should at least let me know where their technicians are at in the process of resolving it.
To be fair to the chat support, I want to make it clear that I don't put the blame on them. They were nice and gave me free spins. I just feel that I should post this to protect myself from inentional stalling at the management level.
FortuneJack Casino Complaint Stats
Resolved
71 / 73
Avg. Amount
$7,965
Avg. Complaint Duration
7 days
Avg. Response Time
2 days
FortuneJack Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 34 out of 35 complaints in this category have been resolved.
This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.
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