The player from Colombia and his uncle had their accounts blocked. Winnings from bets were not allowed to be withdrawn. The Complaints Team had concluded that the casino's actions were justified due to the opening of multiple accounts on the same device, which was generally prohibited. Despite an extension that was granted for the player to provide further information, the player did not respond, leading to the rejection of the complaint.
FortuneJack Casino - Player's and relative's accounts blocked.
Amount: 150 ₮
FortuneJack Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.8
FortuneJack Casino has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Dear juan123321,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with FortuneJack Casino.
However, the opening of multiple accounts is almost universally prohibited. By opening both accounts on your device it's impossible for the casino to determine if the accounts are used by one person or multiple people.
Under these circumstances, we believe the casino's actions were justified.
In the future, I would recommend you ask the casino beforehand if it's okay to have multiple accounts in one household, and I would recommend each person create their own account with their own device to prevent issues.
Please let me know if I may help you in another way, otherwise, your complaint will be rejected.
Thank you very much in advance for your understanding and reply.
Best regards,
Tomas
