FortuneJack Casino - Pelaajan voitot on takavarikoitu ja tili suljettu.

I would like to file a complaint regarding FortuneJack's decision to confiscate my winnings and permanently close my account.

I registered a single account, completed the required verification when requested, and used the website normally. Before the dispute, I had successfully made withdrawals without any issues. Later, after I won again and requested another withdrawal, my withdrawal was rejected and I was asked to complete KYC. I fully cooperated and submitted all requested documents.

After reviewing my account, FortuneJack informed me that they believed my account was associated with multiple other accounts and accused me of bonus abuse. Based on this allegation, they confiscated my remaining balance, closed my account, and stated that their decision was final.

I strongly deny creating or operating multiple accounts or participating in any bonus abuse. I have repeatedly asked FortuneJack to provide evidence supporting these allegations or to conduct another review, but they have refused and have not provided any specific evidence that I can respond to.

One point I would like to clarify is that I was using mobile data during some of my sessions. I only recently learned that mobile network IP addresses can change frequently. If changing IP addresses contributed to their conclusion, I believe this could have been a misunderstanding rather than evidence of multiple accounts.

I respectfully ask Casino Guru to review this dispute, contact FortuneJack on my behalf, and request that they either:

- provide clear evidence supporting their allegations, or

- reconsider their decision if the evidence is insufficient.

I am willing to cooperate with any additional verification or provide any information necessary to resolve this matter fairly.

Thank you for your time and assistance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear John_221,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with FortuneJack regarding the confiscation of your winnings and the closure of your account.

In order to better understand the situation , could you please provide answers to the following questions:

• Could you please confirm whether you played using any bonus, including a welcome bonus or promotional offer, before your winnings were confiscated?
• Did you accumulate your winnings by playing casino games, sports betting, or both?
• Is there any chance that someone from your household, or someone using the same internet connection (IP address), has also created an account at this casino?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Karla M.

Dear Karla,

Thank you for your response and for looking into my complaint.

Please find my answers below:

1. Yes, I used promotional offers on FortuneJack before my winnings were confiscated. However, I always believed I was participating in the promotions in accordance with the casino's rules and had no intention of violating any terms.
2. My winnings were accumulated through both FreeBets and bets placed using my own deposited funds. Some of my winnings came from promotional FreeBets, while others were generated from wagering my own money on sports betting.
3. To the best of my knowledge, no one from my household has created an account at FortuneJack. Regarding the internet connection, I was using mobile data, which I later learned can assign changing IP addresses. I am not aware of anyone else using the same IP address at the same time.

Please let me know if you need any additional information or documentation. I appreciate your time and look forward to your assistance in resolving this matter.

Thank you very much for your detailed reply.

I would just like to clarify a few additional points:

• Could you please confirm whether the casino confiscated only your winnings, or were your deposited funds confiscated as well?
• Did the casino identify any specific accounts they claimed were associated with yours, or did they only make a general allegation of multiple accounts and bonus abuse?
• Did they mention specific of the bonus abuse?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Thank you for your follow-up.

1. The casino confiscated my winnings. During the KYC process, I also made an additional $100 deposit. They have not returned that $100 deposit, stating that I had already withdrawn more than my total deposits before my account was closed.
2. Yes, the casino identified several specific account usernames that they claimed were associated with mine. However, they did not provide any evidence showing that I owned or controlled those accounts.
3. No. They did not explain what specific actions constituted the alleged "bonus abuse." They only made a general allegation of multiple accounts and bonus abuse without identifying any specific behavior that violated their rules.

Dear John_221,

Thank you very much for your detailed reply.

To help me better understand your case, could you please send me any communication you have had with the casino regarding the confiscation of your winnings and the closure of your account?

This may include emails, live chat transcripts, or any other relevant documents or screenshots. You can send them to karla.m@casino.guru or attach them directly to this complaint thread.

These documents will help us better understand the casino's position and assist us in investigating your case.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hello Karla,

Thank you for your reply.

I have attached the communication I have had with FortuneJack regarding the confiscation of my winnings and the closure of my account. This includes the emails I received from the casino, as well as any other relevant correspondence available to me.

Please let me know if you require any additional documents or information. I am happy to provide anything that may help with the investigation.

Thank you for your time and assistance.

Dear John_221,

Thank you very much for providing the communication with the casino.

I would just like to clarify one additional point.

• Could you please confirm whether you recognize any of the account usernames that the casino claimed were associated with your account, or whether you have any connection to the individuals who may own those accounts?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I can confirm that I do not recognize any of the account usernames that FortuneJack claimed were associated with my account. I also have no connection to, or knowledge of, the individuals who may own those accounts.

I have only used my own account and have no relationship with any of the other accounts mentioned by the casino.

Dear John_221,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina, (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear John_221,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite FortuneJack Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear John_221,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, you can escalate the case to an approved ADR, info on those can be found here: https://anjouangaming.com/resources/authorized-adr-providers/.

You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.