FortuneJack Casino - Player's account has been blocked.

Hi, I open account. I deposit 650$, I play and I make about 2.8k $. After that I want withdraw money, they say me my connection with account mbabic and they cancelled all my win and withdraw me only deposit and permanently closed account. I never hear for this username, I havent any connection with this account. Please can you help me. I have more proofs. They stole me winnings when they see I win.

Account: h***99

Dear hmarkoticc67,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the casino believes you created more than one account? Or does the casino believe that you cooperate with this player? Could you please advise if you passed the KYC verification before the casino blocked you?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

Thank you for your reply, hmarkoticc67. Could you please advise if you passed the KYC verification before the casino blocked you? Which games did you focus on - casino games or sports betting?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I dont passed KYC verification.  

Only this they send:

Hello hrki99,

We are reaching out regarding your latest withdrawal.

Your current withdrawal is going under standard security check, it may take longer than usual, as all transactions are checked by our security team. 

If there is an additional need to confirm withdrawal, we will send you the confirmation letter to your registration email. 

We are sorry for the inconvenience.

Yours in luck and good fortune.

Hi Hrvojemarkotic67,

We are contacting you in regards to your account status. FortuneJack strictly enforces its policy of not allowing multiple accounts, and your account has been found to be associated with mbabic, which is considered illegitimate use of our website.

​

Your withdrawal is cancelled and you are allowed to withdraw your deposit amount only .

As soon as you make withdrawal request your account will be closed .

I provide you screens on your mail.

Thank you very much hmarkoticc67 for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.

Hello hmarkoticc67,

I have reviewed your case and will contact the casino to see if I can help.

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

Dear FortuneJack Casino,

The player has been accused of using multiple accounts and consequently had their account blocked. Could I ask you to please provide us with further information and supporting evidence of the use of multiple accounts?

Kind regards,

Adam

Dear hmarkoticc67,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask FortuneJack 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Hello everyone,

Please, be informed that hrki99 was indeed a registered account on FortuneJack. As the User withdrew his/her winnings, the withdrawal went under standard security check, where we found that the account under the name hrki99 was associated with another account – mbabic.

In accordance with the Terms & Conditions (T&C) paragraph 2.5 "You are allowed to register only one Account. Registering and operating multiple Accounts (more than one) is strictly prohibited. The Company reserves the right to qualify the account(s) registered on anyone from Your family, household, relative, friend, or otherwise connected person to be Your other Account and, thus, decide that You have multiple Accounts. In case of multiple Accounting, We reserve the right to immediately block and terminate all such Accounts and confiscate all monetary funds available on such Accounts".

In this particular case both users - hrki99 and mbabic were registered under the same IP address (please, find the attached screenshot). Moreover, our fraud team also analyzed users’ behavior and they were very similar.

FortuneJack strictly enforces its policy of not allowing multiple accounts and the User’s association with another account is considered to be illegitimate use of our website. Due to non-compliance with T&C both accounts were blocked. Despite us having the right to confiscate all the funds, our team decided to let hrki99 withdraw the deposit amount back to his wallet, which he did successfully. The decision regarding this case is final and will not be altered in any way as we have all the proof and evidence of the violation.

If you have more questions regarding the complaint, don't hesitate to get in touch with us.

ampera | Community Team Lead at FortuneJack

First of all, it is not proof that the 2 accounts are connected. You yourself know that you can use wifi from a cafe or restaurant and that everyone connects to the same base station and that IP is read to you. I don't understand what my behavior is supposed to be after you take $2800 from me, because I'm supposed to take it easy? You didn't even let me pass the verification, I have nothing to do with that account. You yourself know that when you go somewhere you connect to wifi. Does that mean if I'm traveling and connect to wifi at the airport and someone from another country is traveling at the same time and connects that it's a multiple account?? Your reasoning is really bad, I didn't even pass the verification. And that's not proof to you because it was connected to that IP once and it's proof to you that the accounts are connected??

Also this is not same period and same time, your proofs is not good to steal deposit. I never hear for this account!!

Dear FortuneJack casino,

Please provide further proof of how these accounts are linked, and how they have been used. Is there any other link beside the IP address? Has either account accepted a bonus? Have they been used for playing casino games or betting on sports? Please also clarify what was similar about the users' behavior.

Kind regards,

Adam

Kindly ask the Casino Guru representative to attentively check the proofs and publish them as per intent/user confirmation.

Images do contain sensitive data.

Attaching more proof in case Casino Guru representatives ask for us to provide:

Image 1:

The user made 5x deposits, a total amount of $648.43, and withdrew it all to the wallet in full.

Transaction ID:

https://blockchair.com/ethereum/transaction/0x027679f4729ce02c4acca1aed911bef1cc7d31d867ad1a49d35e8ea908e01144

Image 2:

Here you can see that the withdrawal is confirmed. Plus the violation of having two same wallet addresses on two different accounts.

Thanks for your attention.

ampera | Community Team Lead at FortuneJack

I have about 3k on account, but you cancelled my winnings

Dear hmarkoticc67,

From the screenshot you have provided, it appears that you have only used your account for Sportsbook, can you please confirm if that is correct?

Kind regards,

Adam

Not correct I provide last what I have, this is my bigger winning. I am not do 30 screenshoots for every play!

Dear hmarkoticc67,

Please clarify further, have the winnings in question, the amount of €2,500, been accumulated using Sportsbook, Casino games or a mixture of both?

Kind regards,

Adam

In this 2.5 is Spoortsbook

Dear hmarkoticc67,

After discussing this complaint internally, I am afraid I must inform you that we will no longer be able to assist you with this case.

The casino has provided evidence that suggests your use of multiple accounts.

When we assess multiple accounts cases, we look at how the accounts may have been used to gain an unfair advantage over the casino. You confirmed you have accumulated the winnings in question by placing bets on sports. We currently do not have enough insight into sports betting to be able to advise you correctly or make a well-informed decision about the usage of your account/sports platforms.

Consequently, the complaint will be rejected. I’m sorry we can't be of more help on this occasion, but please do not hesitate to contact us if you run into any issues with any casino in the future.

Kind regards,

Adam