FortuneJack Casino - Player's account was blocked and his winnings were confiscated.

I tried to make a withdraw, and the company decided that I'm a person who I'm not, so they have decided unilaterally and immediately to close my account with all my profits, which were approximately 2600 usdt

They do not have any proof of IP, country of connection, mobile device, nothing of that

I demand that they return the profits obtained by playing with them legitimately.

Dear sportbeting84,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Could you please describe in more detail why your account was closed? Ideally, send me all the communication between you and the casino that could be relevant to our investigation. My email address is veronika.l@casino.guru.

Could you please advise if you passed the full KYC verification?

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

Best regards

Veronika

hello

They have not even given me the chance to pass the KYC

When I attempted to withdraw an amount of 298usdt, they sent me an email stating that I was supposedly another person who had used an account with them and they immediately closed my account and kept 2600usdt of my funds.

I tried to access the account but it was already closed

Do I understand correctly that the casino accused you of having multiple accounts?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? 

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

Could you please forward me the emails you received from the casino to the email address I gave you (veronika.l@casino.guru)?

¿Entiendo correctamente que el casino lo acusó de tener varias cuentas?

De ser la misma persona que tuvo en el pasado una cuenta con ellos

¿Existe alguna posibilidad de que alguien de su hogar o que use la misma dirección IP también haya creado una cuenta en este casino?

No, en absoluto

¿Has acumulado tus ganancias con o sin un bono activo?

Sin bono activo

¿Podría reenviarme los correos electrónicos que recibió del casino a la dirección de correo electrónico que le proporcioné ( veronika.l@casino.guru )?

Voy a hacer captura y ahora los mando

sí conozco.

es una persona que conoci en internet que tambien apuesta online, y hablamos sobre apuestas a veces.

pero definitivamente no soy yo.

The casino did not claim that you were the same person. More likely, there have been suspicions that you might be colluding or playing together to gain an advantage over the casino.

Could you please advise what types of games did you play? Were they slots, live casino games, or did you participate only in sports betting?

NO ESTUVE EN CONNIVENCIA NI JUGANDO CON NADIE, FUI YO SOLO!

es una verguenza esto

apuestas deportivas y casino en vivo

Thank you very much, sportbeting84, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Dear sportbeting84,

I'm Michal, and I have taken over your complaint. I have reviewed your case and 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,

Could you please forward all supporting evidence that led you to believe the player has opened multiple accounts to me at michal.k@casino.guru?

Additionally, please clarify through which games or sports bets the player gained their winnings.

Hello sportbeting84 and the CasinoGuru team. 

The Original Poster (OP) violated section 2.5 of the Terms and Conditions (TC) (please see the attached image), which restricts a person from registering and operating multiple accounts.

1)

OP tried to withdraw money to a wallet that had already been used for withdrawal previously by a different account ( username - marcloig) on FortuneJack. We have sent you an e-mail with attached screenshots in which you will be able to see that these two accounts are linked to the same wallet address, in the e-mail we are also attaching transaction details from tronscan, as further evidence that there were withdrawals from 2 different accounts to this address. 

The user that OP got linked with, "Marcloig", had a sportsbook restriction issued by our Sportsbook provider. Several months after the user "Marcloig" got a sportsbook restriction, OP’s account "Sportbeting84" was created. Both these users are Sportsbook players. 

Furthermore, we would like to add that the OP, Sportbeting84, was allowed and has successfully withdrawn their entire deposit amount.

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

ADante - FortuneJack Community Team.

Thank you for your response and provided evidence, FortuneJack Casino team.

Dear sportbeting84,

Upon thorough review of all relevant information and evidence, we regret to inform you that your complaint has been deemed unjustified. This decision is based on the fact that multiple accounts were linked to a wallet that had previously been used for withdrawals by a different account with sportsbook restrictions.

The casino's security team has flagged questionable gameplay in the sportsbook on your account again, indicating that you created a new account after your initial account was restricted from sportsbook activities. Unfortunately, after careful consideration of all available information and evidence, we must uphold our decision to reject your complaint as we believe the casino team has acted according to its terms and conditions.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru