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.
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