FortuneJack Casino - Player's account has been closed for alleged bonus abuse.

Hello casino guru,

Ive never made a case before but this time I just had to as I cant beleive how unfair this was.

Ive played on Fortune jack for some days and deposited and withdrawn without problem untill today 2024-10-21. Ive also gone through KYC and completed that.

At 2024-10-20 I played with a deposit bonus on fortune jack where there is a wager of 30x in which I managed to complete the massive wager after wagering for lots of hours. To note this bonus was very difficult to wager as you could wager in certain slots that they picked out which of course is done to make the wager near impossible.

But anyway I managed to wager the bonus and also with a massive profit and the final balance was 11504 USD.

I make the withdrawal and then I go to sleep just to wake up with an email from the casino stating that my account have been closed beacuse of bonus abuse. Im going to add emails with the casino and which terms they are reffering to.

Here they say that there are still open bets and that to be able to start with bonus wagering the real money balance first have to be below 1 USD. Im going to add here that there is not even possible to start wagering with the bonus balance before the real money balance is below 1 USD as the site gives an error message if you try to do so.

Therefore them stating all of this is just so suspicious as the winnings of the bonus was very high and I would state this is the reason for them to adhere to their bonus terms in an unfair way.

Beacause in the end of the day I managed to wager the bonus according to their terms.

1. I played slots that was allowed to play
2. I played with the allowed bet size
3. I completed the wager of like 50000 USD and then they can just state ridiculous reasons as to not pay out the winnings after bonus have been wagered.
4. AND I risked 0,6 ETH which is around 1600 USD in deposit of my own money to do all of this and now its all gone beacuse I picked the wrong site to play at

If this is a reason as to confiscate the winnings and close the account then I deem the conditions of the bonus to be very unfair !

Dear Dinino,

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. 

• Could you please clarify which bonus you played with? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Did you place any sports bets while this bonus was active?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Hello Kristina,

The bonus in question was from the welcome pack.

And it was the third deposit bonus that I managed to wager:

https://fortunejack.com/promotions/welcome-offers

Once making a deposit and activating the bonus, the deposit made acts as the real money balance and the bonus balance is in a separate balance that has to be wagered to have it transfered to the real money balance.

As of their terms and how the site has put everything, the real money balance has to be below 1 USD for the player to even start with the bonus wagering ! And wagering the bonus balance is only allowed on a so called "bonus wager" slots that the casino have picked.

Therefore, this all becomes so ridiculous as there is no way to actually bonus abuse while wagering this bonus, as the site gives error codes if you try to play another slot, for example, AND you cannot start wagering before the real money balance is below 1 USD. Also, I never bet higher than the max bet of 10 USD.

Therefore, I am stating that the terms are very unfair, as I got accused of bonus abuse when it should not even be possible to commit any bonus abuse, as they have arranged the bonus wagering in such a way that it becomes impossible.

I am sending you a screenshot of the "Bonus wager" slot option that the site has.

And I did not place any sports bets.

Thank you very much, Dinino, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Ok thank you guys !

I will await the reply and hope this can be solved.

Best regards

Hello Dinino,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite FortuneJack Casino to join the conversation.

Dear FortuneJack Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

Furthermore, please forward me the player's full game log to check if the player's real money was still over 1 USD before they started to utilize the bonus funds.

Hello Dinino, Michal, and the CasinoGuru team. 

The Original Poster (OP) violated sections 8, 9, 28, 29, and 30 of the Bonus Terms and Conditions (please see the attached images), restricting players from using bonus balance unless every real money balance is lower Than 1 USD equivalent. 

In order to play with Bonus Balance without getting real money balance lower than 1 USD, the OP did this.  First, start playing with real money balance on different slots, once they got in free spins or bonus feature, the OP would quit the session (before a win could register) and open up a different game, they would repeat this process until their entire real money balance was "lost"/hidden. After this, OP would start playing with Bonus Balance, and when they were done wagering the Bonus Balance, they would go back to the real money sessions and claim their wins.

This is against our T&C, you need to have real balance below 1 USD and have no active sessions for you to be allowed to use the bonus balance, otherwise, we will not count the bonus wager as completed. 

The funds that OP won excluding the bonuses, have already been withdrawn. 

As requested, we have sent additional evidence on e-mail.

To sum up, based on the evidence provided our team believes there is a clear violation of our Bonus Terms and Conditions.

ADante - FortuneJack Community Team.

Thank you for your response and the evidence provided, FortuneJack Community Team.

Dear Dinino,

We have obtained evidence from the FortuneJack team suggesting that you utilized what is in general referred to as the "delayed or postponed round tactic," which is classified as an unauthorized gaming strategy. This tactic was utilized in conjunction with multiple bonuses, suggesting that it cannot be dismissed as a mere accidental occurrence. Furthermore, by terminating the session prior to a win being recorded and subsequently engaging in a different game, you repeated this behavior until your entire real money balance was effectively "lost"/hidden. This action misled the system into believing that your balance had fallen below 1 USD, thereby allowing the use of the bonus balance, which again constitutes an unauthorized gaming strategy.

Unfortunately, after gathering all the necessary information and evidence, we are forced to reject this complaint. We strongly recommend that you carefully review the bonus terms and conditions before activating any bonuses to ensure full compliance with the rules.

We are sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru