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FortuneJack Casino - Missing balance from my account

RESOLVED
legendmina1 Ukraine
posted on May 16, 2018.

I deposited what is equivalent of 31 mbtc by eth and received my deposit without any hassle. The problem occurs when I start gambling. Some of my bets get declined due to what they call "irregularities" which till now, I still don't understand what does that mean. Anyways, when my bet is declined the norm is that whatever you bet is refunded but that is not my case. Some of the bets declined do indeed get refunded but others don't get refunded and the bet amount goes missing.

To proof this check my attached image, it's my profit for the day since I started the deposit which is "15.88 mbtc" as shown in the photo (you can see my entire bet history which was counted and i have been awarded for either profit or loss.

and the second attached image is my deposit in eth which is automatically converted into btc which was around 31mbtc as mentioned above.

After all this happens, I am only left with 7mbtc which I left to withdraw in order to avoid further missing balance and is shown in the third attachment.

You can clearly see that there is missing balance. I deposited around 31mbtc, have a profit of 15.88 mbtc and only had 7mbtc balance left. That means around 40mbtc (0.040 btc) [15.88+30-7] is missing from my account. I have not played any other games and only played blackjack via evolution gaming. This is extremely frustrating and hope it gets solved. I have been contacting fortunejack and no avail it has been 3 days already and it just gets more worrying day by day. I want to escalate things. Thus, I have posted a compliant here and show you that there is something indeed wrong and you may be the judge.

posted on May 16, 2018.

Hi Dear Player,

I think you have been notified even before opening the complaint that refund was already sent to your account and as an apologie received 25 Free Spins too.

@askgambles in this very funny situation, I have to notify that complaint was resolved even before opening it as you see in a screenshot provided as a private attachment.

@LEGENDMINA1 please confirm that you have already received the refund and the email I am attaching to this letter.

Cheers,
David.

legendmina1 Ukraine
posted on May 16, 2018.

Hello David, I opened this before you guys "partially" refunded me but it just got accepted now to be shown on the website.

Anyways, Yes I received a refund of around $146 ---> 17.3 mbtc

There is still 22.58 mbtc left.

Moreover, the "free spins" you offered me are unavailable to my country.

posted on May 16, 2018.

Hi again,

Let me check the 22.58mbtc thing, as I am informed its on the way as well. What country do you play from? is Ukraine correct? no problem on free spins so, I will transfer your spins on the games you can play from Ukraine, just confirm the country ;)

Cheers,
David.

legendmina1 Ukraine
posted on May 16, 2018.

Thanks for your fast reply, yes it's Ukraine.

Alright, thank you. Because, it's clear as the sun that there is more money missing. Even though, I appreciate the partial refund, shows you guys are honest and really strive to find the end of this problem and get it resolved.

legendmina1 Ukraine
posted on May 16, 2018.

Refund received! thank you very much

This has been resolved!

AskGamblers
posted on May 16, 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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