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FortuneJack Casino - No access to account in three weeks, support is of no help at all

posted on February 24, 2018.


This all started about three weeks ago. I went to log into my account on Feb. 5 and it informed me that my password was incorrect. I had just been able to access the account the day before on Feb. 4. When I tried to reset my password, the system informed me that the email address was not associated with my account name. I verified the username and email were correct by locating the "Verify Account" email I received when I signed up.

I tried the live chat, and was told to submit a ticket to support. I submitted a ticket with a screenshot of the "Verify Account" email from my inbox. I was told that their 'security team' would like into and they would get back to me as soon as possible. This was 19 days ago, and I still have not heard back from anyone.

At this point I was worried that somehow my account was hacked, but I have 2FA setup and was unsure how anyone would be able to bypass that.

17 days ago I submitted a new ticket asking for access logs for the account. I also asked which email was now associated with the account. I understand that, for security reasons, they cannot just give out this type of info to anyone that asks, but considering I have only logged into the account from one PC, I figured it would be easy to look at the access logs and the email address that was originally associated with the account when it was verified (the same one emailing support) and know I am the owner.

I expressed concern due to the large balance I had on the account, and I asked if any withdrawals had been made.

17 days ago support replied with:
There is *FULLBALANCE* LTC on your main balance. As for accessing account from your side, security team is checking and we will reach you later.

It was extremely relieving to hear that my funds were not gone. I asked if there was a way to freeze the account until I had control again.

17 days ago:

The account is closed for now, accordingly no withdrawals can be done.

"Excellent! My money is safe, and they will return it to me after the security investigation," I thought.

12 days ago I asked for an update:

The case is still being investigated by our security team, but we assure you, that your account is under monitoring, so no one will have any access to it but you.
We will get back to you as soon as we can.

That was the last I heard from FortuneJack, even after inquiring about the status of the account twice the last 5 days. The only thing I notice is the "Waiting on Fraud Department since..." resets after each inquiry I have.

I'm not familiar with this process as I do not work at FortuneJack's fraud department, however I believe that two weeks is not "as soon as we can." I am getting very frustrated. Again, I had quite a large balance on the account and three weeks is entirely too long to not have access to it. Any help would be greatly appreciated.

Attached is a copy of the three support tickets I submitted as well as a screenshot of the verification email from my inbox. As a small amount of personal information is included, I have attached them as "private." I believe askgamblers and FortuneJack will still be able to see them, but if not, I can resubmit.

posted on February 28, 2018.

Hi Stevied2001,

David here to help, I have been running down your case for past two days with fraud control department, support and security team and apparently, there has been some unusual technical issue recently on your username. We are happy you are here with us, I can offer you two types of solutions, firstly is to wait until security checks are processed, but this might take time and second is a quick solution, If you wouldn't mind creating new protected account, with new email, I will issue a request to transfer all your remaining funds to this new account.

Please, let me know about your decision. If you decide to create a new account, please upload screenshots confirming your username and email here, as private documents.


posted on February 28, 2018.

Hi David,

First of all, I would like to thank you for the time and effort you have put in to resolve this.

I have decided to create a new account with a different email for the funds to be transferred to. Attached is a screenshot of the verification email and the accounts page of the new account.

Thank you again.

posted on March 1, 2018.

Hi David,

I received the LTC on the new account, however when I tried to withdraw them the withdrawal failed. I believe it could possibly be because the wagering requirements on the new account have not yet been met. However, since the new account was created solely to receive the coins from the "broken" account, I believe this requirement should be waived so I can get back the coins that I have not had access to in nearly a month.

Thank you for your help and understanding.

posted on March 1, 2018.

I would also like to note that after the failed withdrawal the LTC was not returned to my balance.

posted on March 2, 2018.

Hi Stevied,

Firstly let me confirm that refund has been made to your account and your litecoins are back to you. Secondly, the failed withdrawal has nothing to do with wagering requirements. It's more a wallet thing. As the first letter of your wallet is M, we can assume its P2SH or Segwit address our system has no support of yet. We recommend using a regular Legacy Address, which initially starts with L and withdraw funds on it. In this case, the withdrawal will successfully proceed.


posted on March 2, 2018.

Hey David,

I created a new Litecoin address and was able to successfully withdraw to my personal wallet.

I would like to thank you again for your support in this matter. I am very appreciative of the time and effort you put into tracking all this down. I am glad I am able to keep my trust in FortuneJack.

To the askgamblers team:

This issue can be considered resolved with a green smiley face! Thank you for facilitating this interaction.

Thanks again to all those involved,

posted on March 2, 2018.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.