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FortuneJack Casino - Misleading Bonus Promotion & Incompetent Customer Service

RESOLVED
stuckeeb United States
posted on June 18, 2018.

I received an email promotion from fortunejack advertising their new netent slots and that you could receive a 100% bonus up to 1.5 BTC for playing these new slots. Nowhere in the email is there any terms and conditions restricting certain countries from playing like other promotional emails I have received. A screenshot of the email has been included. Also after clicking on the link in the email which takes you to the fortunejack website, you can click on promotions and read more about the netent bonus promotion and some additional terms and conditions. Number 1 states that "ALL" players are eligible for this bonus promotion. Nowhere in the totality of statement 1 through 11 does it indicate any location restrictions by country. I have also provided a screenshot of these terms. The bonus balance actually was applied to my account, and you can see it in my account settings, however I am not able to use it in any netent slot game. After contacting support through email, with hours between responses, I have been given a host of generic responses which indicate that they never even read the original complaint submission. Also contacting their online chat support, I am receiving the same basic responses that are not applicable to the situation. The chat takes 30 to 60 Minutes for a response to each message. The most recent explanation I received was because I was from the USA and the netent bonus is not available to anyone from the United States. I feel like the promotion was misleading because nowhere, in like other promotion conditions that have been clearly stated, was this made apparent, plus the fact that they specifically emailed to me in my "restricted location" an invitation to join the promotion. If this is the case and they did not make apparent the location restrictions before asking for deposits from customers for a bonus they were not going to honor, then they need to fix their software to update that fact. If it is true that these particular slots could not be played from certain countries, it is not properly displaying error code 7016 as all the other slot games do that indicate a specific game is not playable from that country. The games opens fine but just shows no balance corresponding with what is shown in your account balance on the settings page. However I don't know if the software programming was just not put incorrectly to display error code 7016 or if that's just the excuse customer support is using to close my ticket for why I have not received what I was promised. I have also attached a screenshot of a netent slot game which opens fine but just displays a zero balance, compared to the other screenshot I have attached that shows the homepage with my balance at the top middle of the screen.

stuckeeb United States
posted on June 18, 2018.

 You can remove this complaint as fortunejack has resolved the issue.

AskGamblers
posted on June 18, 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.

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