FortuneJack Casino - Player’s account blocked and winnings confiscated.

Hello, I am reaching out to see if you can assist me with my issue regarding the casino that denied my withdrawal due to supposed multiple accounts, which I never created or deposited into any account other than my own. They accused me of being linked to these accounts, and I asked for information about what it was that linked me, but they stopped responding, blocked my account and confiscated my money.

They asked me to verify my identity and I did, but I don't see why it was necessary because it's a casino where KYC is not required, as they themselves specify in their terms and conditions.

I want to know if you can help me, since I never received any information about why they accused me of being linked to these accounts. They simply told me I was linked, then blocked me, and they stopped responding up to this day. They never responded to me again.

Dear RodrigoMaya,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified and have you received a confirmation email informing you about it?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Not at all since I am the only one who plays in online casinos and there is no other person who has already opened an account.

And No It Was Not A Comlation Of Bonuses It Was 20 Free Spins That They Credited Me Without Betting Requirements

Yes, I even verified my email and my phone number.

Hi RodrigoMaya,

I have checked the general bonus terms and conditions and this is what I found (here):

No Deposit Bonuses

3. The maximum winning amount that will be paid out resulting from a no deposit is 5 mBTC, unless otherwise stated. Any winnings exceeding this amount will be forfeited.

This indicates that if your winnings were solely from a No Deposit bonus (free), your maximum cashout would be 5mBTC only (approximately $170).

When I mentioned verifying your account, I wasn't referring to verifying your email address and phone number, but rather if you provided personal documents to the casino for identity verification.

Thank you.

Oh yes, I did read those terms but I had previously deposited an amount and those terms and conditions said that the profit was unlimited.

In second Yes yes I uploaded Documents Even a Photograph Holding the Identity Document

Hi RodrigoMaya,

I'm sorry for the late reply. If you placed a real money deposit to activate those Free Spins, please forward a screenshot of your bonus and cashier history to petronela.k@casino.guru. Have you saved any supporting evidence that your account was successfully verified?

Thank you.

I will send what I received in the email since they blocked my access to the Casino, but I have an email

Thank you very much, RodrigoMaya, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

ok

Hello, RodrigoMaya,

I am sorry to hear about your problem. 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's representative to join this conversation and participate in the resolution of this complaint.

Dear FortuneJack Casino team,

Could you please provide us with more details about the player's situation? What steps should the player take to unblock the account and/or withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello, Arroz99 and the Casino Guru Team,

We wish to inform you that this user has violated section 2.5 of our Terms and Conditions (TC), which forbids individuals from registering and/or operating multiple accounts (for further details, please see the attached image).

In relation to the evidence, we're attaching the photo, which demonstrates that the user "Arroz99" is connected to three different accounts. This is clearly against the rules of our platform, as previously stated.

Moreover, in a gesture of goodwill and to show our respect for the Casino Guru platform, we are prepared to refund the deposit amount of $11.40 in USDT. Therefore, we kindly request the OP to provide us with their personal crypto wallet address for the direct refund.

Cheers,

tokash | Community Team Lead

Thank you for the explanation and supporting evidence, FortuneJack Casino team. Now it is clear that other accounts were used on the same devices as the complainant's disputed account.

Can you please additionally provide us with the information on what bonus was used to accumulate the disputed winnings and if the other linked accounts also used bonuses? If the same type of bonus was also used in at least 1 of the linked accounts, can you only provide a screenshot showing it?

If there were no bonuses used in any of the linked accounts, can you explain in short how they abused the casino or its system and gained an unfair advantage?

Then we can ask the player to provide his crypto e-wallet.

Hello once again,

While there has been no specific use of bonuses or behavior that explicitly demonstrates abuse of the platform, we wish to highlight that our Terms and Conditions are designed not solely to address current instances of abuse but also to safeguard the platform against potential future abuse.

We kindly request that you review the case once again and share your insights, which are of great significance to our team.

Cheers,

Thank you for the additional information, FortuneJack Casino Team.

But, why do you think online casinos prohibit multiple accounts?

However, let's simply ask the player to explain it.

Dear Arroz99,

We have not heard from you for a long time. It would be great if you could help us clarify the situation and resolve your complaint.

Can you please explain what was the purpose of registering more than 1 account at the casino?

Or, can you somehow rationally explain several accounts using the same devices to access the casino website as your disputed account?

Looking forward to hearing from you.

But I do not believe those Accounts And yet when I asked them for the information because which Accounts they related to Me, they did not even respond to me at all! They also asked me for Personal Data when they have stipulated in their terms that it is without Kyc

I suppose the verification or asking me for the documents was to give me what I earned, right?

I want Fortune Jack to answer this

How many deposits did those accounts have and how many does mine have?

And I would also like them to upload right here. Since when were those and mine created?

please

Alright, Arroz99. I will clarify the situation and provide you with our position on the matter.

The above data means a clear match of the devices used by your disputed and other accounts, which itself means a breach of the casino's rules about multiple accounts - it would be likely impossible to prove otherwise.

Since the data shows it clearly, I asked you for an explanation, which you failed to provide. Instead, you provided misleading/incorrect information and asked more questions despite not being in a position to ask more. However, I will reply.

The verification serves to verify your identity. It can be done regardless of other/further things performed by the casino additionally after verification. For example, if the verification is the first step, and your identity is verified, then your activity is reviewed, as well as possible matches with other casino accounts. During all those processes, the casino found the connection between your and other accounts. Although there are no more details, players usually do it for some purpose, otherwise it would not have been done. Therefore, we agree with the solution of refunding your deposit, as the casino offered.

So, at this moment, I would only like to ask you if you accept the casino's solution, a gesture of goodwill, to refund your deposit, basically putting your finances in the same state as before depositing.

If you agree, please, provide us with your crypto e-wallet address. Then, the complaint will be closed.

Thank you for understanding. Looking forward to hearing from you.

Yes, it is clearly seen, but I have the right to ask the questions that cause me intrigue since I was the person affected by this and no, I have not been given any erroneous or misleading information, in any case, as an affected party, I can defend myself in this situation. And defending myself is being able to ask for information about the other accounts that say I was the one who created them! And this is why I ask it because I think that the only reason I could have created those Accounts would be to take advantage of some bonus. So I guess there must be some deposit in the other accounts with some record of mine, whether it's a credit card or something. My name and the creation dates also to be able to see that if I wanted to create more accounts the creation dates would be continuous to be able to take advantage of any bonus...

My Account Only Has One Deposit or 2 I don't remember The only payment method I have I think that if I created the other Accounts I should relate that... the payment method.

Dear Arroz99/RodrigoMaya,

Thank you for your replies and the details.

It is common for users who create multiple accounts and are aware of the basic rules governing verification processes in online casinos will avoid using the same personal details or payment method in more than 1 account. For understandable reasons, I will not explain how to avoid detection by the casino if a player creates multiple accounts. However, in this particular case, even if there were no other data matches, the accounts were used on the same device. Therefore, it would be impossible to prove those accounts were not used by 1 person, even if all the accounts had been really used by different individuals. They accessed the casino website from the same device. It makes the verification of such individuals impossible.

Dear FortuneJack Casino Team,

Can you please process the deposit refund offered above using the e-wallet address provided by the player and confirm when it is done?

Hello, apologies for the delay.

Given that the OP has made a deposit using LTC, we would appreciate it if you could provide us with your LTC wallet address.

Thanks!

Since the casino does not respond, I present myself with important information, I think I deserve all the profits since it was explained to the casino in the emails that the people who created those accounts did so with an act of evil and sabotage... therefore they cannot blame me and make me responsible for things that I did not commit, and here it is clarified to the Casino

Yes? And where did you get such an email from, RodrigoMaya? From a person you know nothing about but she somehow managed to use the same device to access the casino website as you?

You can be glad you will receive your deposit back.

Let's wait for the casino's confirmation of your deposit refund.

Thank you for understanding.

Of course I know them If I know these people But as I mention and emphasize again, these accounts do exist I know these people But there it is Clearer than water It says that "THEY CREATED THE ACCOUNTS TO SABOTATE ANY PROFIT WHICH I DESERVED" I know these people, but not because they are friends or acquaintances, I know the kind of person they are and that is why I defend myself against anything And I think I am innocent since I was not aware that these people were investigating what I was doing, they asked me for the wifi But more I found out that ok in the emails it was written what they were and they also gave me this

Dear RodrigoMaya,

As you can see, the refund of your deposit was successfully processed to the payment method you provided.

Although we consider the issue closed, we cannot close it as successfully resolved because you obviously were not able to accept such a solution. Therefore, the disputed amount will be decreased by the amount of the refunded deposit, and the complaint will be rejected.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, FortunaJack Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.Guru