Complaint #84
FortuneJack Casino
No access to account in three weeks, support is of no help at all
8 years ago
Hello,
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.
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.
Screenshot
