Complaint #63
FortuneJack Casino
Refusing to Pay "LuckyJack" Winner, Citing Undisclosed Terms
8 years ago
I received an email from Fortunejack that included my username in a list of 10 winners of their "LuckyJack" promotion this past Wednesday, however, I was denied being awarded the prize despite meeting the promotion requirements and following their extremely lackluster instructions laid out in the promotion FAQ. - I clicked the "Try Luck" button both in the email, as well as on the promotion page that it directed me to. To u disappointment, I did not see anything credited to my balance/account, so I opened a chat to find out what the heck was going on.
The chat rep (Alexander) proceeded to inform me that I missed out on claiming my prize, as I was supposedly required to click said "Try Luck" button before the end of the day I had won and PRIOR to receiving the email telling me I had won -- while citing "terms and conditions" of the promotion, which are absolutely nowhere to be found because they haven't provided them publicly, other than in messages on some cases here and the explanation Alexander provided to me in chat *AFTER* the fact. He seemed to stumble through in the chat I had opened with him. He repeatedly stated that I lost my ability to claim my prize because I didn't click the "Try Luck" button prior to receiving the email that very same day - a term/rule that Fortunejack has not provided ANYWHERE.
When asked if he could point me in the direction of their so-called "terms" of this LuckyJack promotion, Alexander could not provide me with a link to any such information and instead referred me to the FAQ link at the bottom of the promotion page. I will include screenshots of those "FAQ" which only state that the 100mbtc prize would be automatically credited to my account - I only need to click on "Try Luck" to claim. It says absolutely nothing about any timeframe in which the prize must be claimed, nor anything about an email, etc.
Not only was I uninformed of the stipulations for claiming the prize because Fortunejack simply hasn't provided any such information anywhere - I also tried pleading my case as to why I likely wouldn't have been able to go through their *undisclosed* process of claiming my win that day anyway, as I was coincidentally in the E.R. at the hospital that day with a massive 16mm kidney stone... (I'm willing+able to provide proof of this if Fortunejack would like to hear me out) So I was in an immense amount of pain, and later in the day, completely exhausted and "out of it" all doped up on heavy pain medications.
The chat rep (Alexander) proceeded to inform me that I missed out on claiming my prize, as I was supposedly required to click said "Try Luck" button before the end of the day I had won and PRIOR to receiving the email telling me I had won -- while citing "terms and conditions" of the promotion, which are absolutely nowhere to be found because they haven't provided them publicly, other than in messages on some cases here and the explanation Alexander provided to me in chat *AFTER* the fact. He seemed to stumble through in the chat I had opened with him. He repeatedly stated that I lost my ability to claim my prize because I didn't click the "Try Luck" button prior to receiving the email that very same day - a term/rule that Fortunejack has not provided ANYWHERE.
When asked if he could point me in the direction of their so-called "terms" of this LuckyJack promotion, Alexander could not provide me with a link to any such information and instead referred me to the FAQ link at the bottom of the promotion page. I will include screenshots of those "FAQ" which only state that the 100mbtc prize would be automatically credited to my account - I only need to click on "Try Luck" to claim. It says absolutely nothing about any timeframe in which the prize must be claimed, nor anything about an email, etc.
Not only was I uninformed of the stipulations for claiming the prize because Fortunejack simply hasn't provided any such information anywhere - I also tried pleading my case as to why I likely wouldn't have been able to go through their *undisclosed* process of claiming my win that day anyway, as I was coincidentally in the E.R. at the hospital that day with a massive 16mm kidney stone... (I'm willing+able to provide proof of this if Fortunejack would like to hear me out) So I was in an immense amount of pain, and later in the day, completely exhausted and "out of it" all doped up on heavy pain medications.
Hello,
There is only one step - to click on the try luck button before server time 00:01 (if a user does this every day their chances are increased).
All users who have deposited at least 10 mBTC are automatically enrolled in the promotion.
Promotion page does not prior show the usernames it has chosen for a day, this promotion does not need to be easier that it already is,
Point is to visit the promo page every day and click on the try luck button so if you were lucky enough to be chosen on that day you will be grated a prize.
After a day has ended everyone is receiving the e-mail including a list of WINNERS and PARTICIPANTS chosen that day.
In this case SWIFTREZOR was just a potential winner who did not click the try luck button within a day, before server time reached 00:01.
Attached are screenshots from our FAQ that indicate that the Lucky Jack promotion is a daily promo and resets at 00:01 server time.
Attached is a screenshot showing potential winners and actually winners list together, where SWIFTREZOR is grayed our, because they did not click the needed button on time.
Hope this explanations meets your requirements.
Kind Regards,
FortuneJack Team
There is only one step - to click on the try luck button before server time 00:01 (if a user does this every day their chances are increased).
All users who have deposited at least 10 mBTC are automatically enrolled in the promotion.
Promotion page does not prior show the usernames it has chosen for a day, this promotion does not need to be easier that it already is,
Point is to visit the promo page every day and click on the try luck button so if you were lucky enough to be chosen on that day you will be grated a prize.
After a day has ended everyone is receiving the e-mail including a list of WINNERS and PARTICIPANTS chosen that day.
In this case SWIFTREZOR was just a potential winner who did not click the try luck button within a day, before server time reached 00:01.
Attached are screenshots from our FAQ that indicate that the Lucky Jack promotion is a daily promo and resets at 00:01 server time.
Attached is a screenshot showing potential winners and actually winners list together, where SWIFTREZOR is grayed our, because they did not click the needed button on time.
Hope this explanations meets your requirements.
Kind Regards,
FortuneJack Team
FortuneJack Casino Complaint Stats
Resolved
71 / 73
Avg. Amount
$7,965
Avg. Complaint Duration
7 days
Avg. Response Time
2 days
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