Dear WONTON22 and AskGamblers Complaints Team,
Hope our message finds you well, we have a final, detailed answer on this complaint.
To start from the beginning, bettor WONTON22 has won 1,122.5 XMR through our BlackJack.
He has requested a withdrawal, which took some time because our group of safety and fraud prevention teams always investigate further through bigger amounts, this is well known and included in our T&C that we can hold the winnings for 8 weeks if it is needed for investigation.
While waiting for a withdrawal, as WONTON22 has already mentioned, he has "looked into the casino" and won more - 1,417.5 XMR. Congratulations.
After he has submitted a complaint on AskGamblers, "JUNE 20, 2017", we took our time, couple of days, to look through the case and replied to them on "JUNE 23, 2017" (as you can see on this same page), that the withdrawal was verbally approved by the mentioned safety teams and there was nothing suspicious with it in the end. Additionally, the only thing it needed was manual confirmation by our SysAdmin.
As previous withdrawal request was canceled lacking the payment ID (Bettor says through livechat, that is not necessary for Monero in general, but FYI, it is a must to fill in the payment ID on FortuneJack no matter what currency it is) we have asked them to re-submit the new request along with the payment ID to withdraw 1,417.5 XMR . See the attached screenshot from our admin tool showing both mentioned amounts.
There was a problem that day (23/06/2017) with how Monero operates (apparently, you need far more Monero funds on the account than bettor is withdrawing so the funds can leave the system (bettor was informed about this). We were not ready for this)) and unfortunately, the withdrawal did not go through even after WONTON22 provided us with the requested payment ID. This could have been fixed easily within next couple of days, but:
Because WONTON22 wanted their withdrawal to be quick, we have offered them to convert his funds in BTC, we have asked them if it was fine with him so there were no further complications and he has agreed, providing their Walled address for withdrawing their winnings in BTC. See the attached screenshot from our livechat system showing the whole deal along with their Wallet address (uncensored screenshots are marked as "Private").
To make it even quicker and make up with him about this delay, we have created a test user under our IP (which makes the process easier if it is under FortuneJack's office IP), transferred funds to it and sent 26.82133965 BTC to the Wallet address (through BitGo) WONTON22 has kindly provided to us via livechat earlier.
Though, there is a limit on BitGo, if the amount is more than 20 BTC, it will request the manual confirmation from the BitGo interface, which was done THE NEXT DAY (24/06/2016). See the Blockchain screenshot attached with date (24/06/2017), mentioned wallet address (17f91jw9GZgUazeRFpmC3fQUVS9UyT****), winnings in BTC (26.82133965) and another transaction (on 25/06/2017) from one wallet address to another (1G5T83jUhWAghrbV53FqF7NfCedgEC****). Again, uncensored screenshots are marked as "Private" for AskGamblers Complains Team.
W want to stress out, that WONTON22 withdrew their funds on 24th and never complained that they have lost anything because of a delay, until 26 Jun, here on AskGamblers.
What we did not notice at first, for some reason, was that the withdrawal got confirmed on 24/06/2017, so we kept apologizing for a delay. Since then, recently, we did check on it further and saw the actual confirmation date.
Turns out, that bettor WONTON22 has decided to be dishonest with our team and tried to get a profit of off this misunderstanding and our good will. Two private screenshots are uploaded showing the e-mail conversation with WONTON22 asking them what was happening, why he kept claiming that he did not receive the funds when it showed up as confirmed on Blockchain, 24/06/2017. (Overall this withdrawal took 5 days including the investigation and manual confirmations, not 8-9 as WONTON22 mentioned in this same complaint).
He stated that it was not their wallet address, that we have edited out the conversation and made an illegal conversion, which is not true and can easily be check on by AskGamblers Complaints Team.
New address they have mentioned in the e-mail conversation (1AKPr3GukMiJvETvHfJ2oQsYjhSV8C****) was never sent to us, second screenshot shows the search result for it, there are no result anywhere in our archives.
WONTON22 also wrote, that he has lost money because of a delay from our side, which is also a lie. We have checked on the mentioned cryptocurrencies and how they have changed from 18 JUN to 24 JUN dates and he has not lost a penny as shown on previous Blockchain screenshot ( they have withdrawn 26.82133965 BTC), worth can be seen/confirmed through https://poloniex.com/exchange#btc_xmr too.
He was still trying to get us to deposit 12 BTC back to his FJ account so he could "play some more and withdraw remaining BTC as planned". Quote.
Besides, first screenshot from left shows their last response through e-mail conversation. Do you think that it is the response someone would give if they had just lost "$75k" (Quote) ?
Thank you for your time and attention, have a nice day ahead.