Complaint #342 FortuneJack Casino

Withholding balance after closure and request to reopen

By xsiobhanxsmithx

4 years ago

On 12/10/2021 @ apprx 2am CST I sent a message to the chat that I wanted to close my account, or rather how to go about doing so.

Chat team responded a few minutes later telling me that I needed to send an email to their support@fortunejack.com address, which I did not do, and then went to bed.

Decided I did not want to close my account the following morning around 9am CST 12/10/2021. I sent around $50 to my deposit address. When I went to log in after the deposit I saw that the person I had been speaking to previously had gone ahead and closed the account even though I did not respond after them telling me to send an email to the support email nor did I ever send the email. This was after I had sent the btc to my wallet because I was told that I would have to send the email confirmation that I wanted to close my account. I immediately asked for a refund or my account to be reopened and have been getting the run around ever since. They have held my 50 in btc for almost 24 hours even after I confirmed it was me via a series if questions they asked me for security purposes to confirm that i was in fact who I was.

I have attempted to email them several times since getting the same response of " will respond in 24 hours" and no one will open my account or send me the refund of the deposit.

While I did initially want my account closed I was told that I would have to take one more step to do so and in that time between the first message to close and my first deposit I had changed my mind and now they are withholding my funds and refuse to give me a straight answer. I've been with them for over a year, they know its me and that I know all the answer questions it's ridiculous. Either give me the money back or reopen the account. It didn't take 24 hours to Close it or take my money so it shouldn't take that long or longer to give it back. Also no confirmation was ever sent to me in regards to the closure.

Disputed Casino FortuneJack Casino

Reason Account closure

Amount $50

Discussion

FortuneJack Casino

• Representative

4 years ago

Dear @AskGambler's Team,

Is there anything that we should add to the case to consider it to be solved?

Let us know in any way, we're more than welcome to do so.

Tornike
Kind Regards,

AskGamblers

• Support Team

4 years ago

Dear @xsiobhanxsmithx,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

xsiobhanxsmithx

4 years ago

Here is the first conversation I had in regards to my account being suspended and my money not being returned to me as you can see the rep completely changed the subject and then stopped saying anything after that. So I did what she told me and it still took several DAYS to gain access to my account after I made it clear and sent them the information they asked for to prove my identity. It makes no sense. But my account is open now so. That is fine. I just don't think it's very nice or professional for someone to accept the payment and then close the account and hold the deposit when they could have rejected it and sent it right back to where it came from. I dunno that's just me I work for the largest communications company in the world and we don't handle our customers like that and we certainly don't withhold their money or their accounts when told to release them . Have a good day.

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xsiobhanxsmithx

4 years ago

I can confirm that my account was reopened however I do not agree with the fact that they said that I did not answer their emails I responded to every single email with the exception of the last one where they told me my account was open this situation had been going on since 3 days ago since December the 10th at 9 o'clock in the morning central standard time USA. It was not resolved until the night of the 11th even though I was told it would take 24 hours. Also when I was speaking to the representative on their actual website via the live chat they kept telling me that I needed to talk to customer service and they wouldn't respond to me after that period I'm including screenshots of our email conversation where you can clearly see if they ask me the same set of questions twice and took several hours to respond to the 2nd set that I answered yet again And I had already answered those questions and it's obviously there as well. While the situation has been remedied and I do super appreciate that what I don't appreciate is the fact that I was told that my account would be closed after I sent an email to the customer support no response was given back to the representative at that time except for OK thank you and then they decided to go ahead and close it anyway without letting me know that that's what they were doing so in the time period that I had gone to bed and woken up I was like well I was not going to do that anymore don't worry about it and I sent another deposit and then after that the account was locked out immediately. I don't appreciate the fact that they could close an account immediately but they decided not to reopen the account for several hours several days actually and to me that just seems like it was a way for them to get interests off of my deposit. I have had other issues with this website as well for instance the bug bounty that they clearly offer on their website. They had their email misspelled on their main page and I pointed that out to them they said it wasn't a bug. I also pointed out the fact that the deposit amounts are the balances of the wallets are not = what they are when you actually enter a game. And. And the other issue is that in one of the games that I've been playing lately every time you hit the home button it takes you to a completely different website that's not even there's anymore. So that is another issue that should be resolved because it takes you to a completely different website where it's not even it's not even the website that it's supposed to be on so you might want to get that fixed as well. I have been with this website for over a year and I've never had any issues pulling out my money I've never had any issues with them helping me with whatever I need so I do want to add on there that I am not trying to be ugly or bash them because they are a really good online company to play with I mean I've never had any issues with them they've been quick to fix any problems that we've had but the one thing that I do disagree with is the fact that they don't stand by their word when it comes to the bug bounty and have seen it time and time again with other people's complaints and also the fact that with holding somebody's funds they've requested back from you should be an immediate thing or you should have re open the account you shouldn't have had to wait 3 days for me to get my money or to get into my account again so that I could continue play because of a mess up that your customer service person made Don't tell me one thing and then do another it's just not good business that's all my issue isYou know what I'm saying and then also the affiliate program my mom had joined the website as well and she told the customer service agent that and we were supposed to get free spins we never got those whenever I tried to sign up for the affiliate program the website was down and I couldn't do it talk to the customer service rep never got my free spans with the $10 they were supposed to give us. Not the 1st time that's happened when I signed up and linked my email address in my phone number never got to use those free spins either. So it's not like this is a one time deal I mean it I've pretty much not said anything until this point because that really upset me because there's no reason for them to do that I play all the time I've lost tons of money to them and to be fair that I've also won money as well which is why I like it it's a fair place to play gives me something to do in my downtime and I'm OK with that period I just wish that they would be more Mercedes beckfold and have more integrity towards their customers that are giving them money you know what I'm saying. So anyways yes I do agree that it's was taking care Of but it was not before the complaint was actually made they took A-day or so to file the complaint because of course they have to review them and make sure that they are legitimate. And they found that this one was legitimate. Also one more thing that I wanted to add and maybe ask what is the policy that your country governs the cambling industry by in terms of payback. Because earlier I was playing a game probably fair games and I spun a 100 times and I only won 6 times so that's 6% back on a 100 spins. When it comes to the dice game I find it really interesting that on larger bets whenever you are switching around from low to high anytime that you switch to high wherever you hit the game is going to make sure that you hit on the completely equal opposite side of the dice numbers. And also I have noticed that if you hit like a right on the line you don't get any credit even though the number itself is actually lower than what you're supposed to be under in order to get that price. So I just thought that I would point those things out to you because somebody else I'm sure will in the future they might not be as nice. But honestly all in all it's been a pretty good experience and I don't have many complaints like I said other than the fact that you really should be holding yourself to a higher standard people talk really good about you you have so many customers that say you're wonderful and I agree with them but He just don't want to be like that because it's bad word-of-mouth and it's gonna end up maybe eventually being bad for you also just looking out for you. Take care And thank you so much to ask gamblers for helping me with this situation I do appreciate that so very much I think you guys are a great thing for people and I like the fact that you have the attention of the casinos so that you can actually make things happen so thank you very much and I support you guys

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