FortuneJack Casino - Player’s attempt to close their account has been overlooked.

Hello

I am a gambling addict, and between 30/10 - 03/11 i was allowed to deposit and gamble 93,13805789 LTC (17.865,76$) i lost everything i got and was mad, so i reached out to the support operator concerning i was allowed to deposit this much with no questions asked by Casino, and requested my account closed and deposits minus withdrawals refunded, Emma / Support chat operator confirmed that my request was forwarded.

On 30-11-2021 it was payday and i accessed their website. I could not access the sportsbetting page, it was blank. I reached out to the support chat, and they tell me that Denmark IP has been restricted for all providers. But right after Emma writes to me 'Please change IP address to access casino services' instead of telling me that i cannot use their website as they should.

On 30-11-2021 after this, i was allowed to deposit my paycheck and lose it within hours. This time i reached out to the support again, i was mad because losing whole pay-check and wanted out but i also needed the money for bills, so i informed them that i think it was bad faith for the support operator to instantly encourage me to keep using their site well knowingly that i have lost previous and encourage me to use alternative methods when i did not know it was an option. I wrote that because she confirms my country is restricted, i want to close my betting account.

This is now second time i asks them to close my account, and meanwhile they also actively instantly encourage me to use alternative methods to keep using their site, even when they admit my country was restricted, they allowed me to deposit from danish IP. Doing this time i was allowed to deposit big amounts, asking for bonuses several times which should have given multiple red flags, and asked for account closure multiple times.

So during the time i have been in contact with support operators multiple times asking for bonuses after losses, asked them to close my account twice and they ignore country restrictions and actively encourage me to use another IP just seconds after they write that the country is restricted.

Going into December i had a tough time and personal issues, and i was able to gather a big loan and since FortuneJack was the only site that have not closed my account. Since the casino did not close my account and even restricted my country, i was able to deposit and lose the loan which should have been used otherwise, they allowed deposits and loses of 59,09 LTC (Almost 10.000$).

After this i reached out to the Casino Operator regading this case, and suddenly they write back to me that my account is now closed, but they refuse to give me a reason. Because if it is because of closing account request, they should have done so on 7. November or at latest 1. December when requested it second time, when given clear signs and writing requests for account closure and refunds multiple times the casino ignored clear signs.

I have screenshots of all communication with Casino operator and also downloaded the full chat in their chat-system, so i have all communications.

Deposits and losses on 30. November (deposit minutes withdrawals): 6,40067218 LTC (USD 1024$ with market value at the deposit time)

Deposits and losses on 11-12 December (deposit minutes withdrawals): 57,00196482 LTC (USD 9120$ with market value at the deposit time)

If Casino Operator did close my account back on 7. November where i clearly asked them that i wanted a refund and my account closed, i would not have been able to deposit and lose in total 63,402637 LTC (10.144$ with the market value at the deposit time). But i can accept that the request is regarding losses made after 30. November which was second time i requested account closed, even when i did request my account closed on 7. november and wrote clearly back then for a refund and account closure.

Furthermore i would also like to add that the Casino Operator has no landingpage or information regarding responsible gaming on their website.

If this is not clear evidence of bad faith and break of the responsible gaming by casino operator, being allowed to deposits tens of thausands of dollars, requesting bonuses multiple times after losses, requesting account closed and asking for refunds for all deposits multiple times, no matter the reason for closure it should be taken seriously by casino operator, when also expressing clear dissatisfaction and Casino operator having no responsible gaming policy - Furthermore there should also have been several reports of unusual transactions looking at the Curacao Gaming Control Board laws as transactions above 5000 naf (2800$) should be deemed unusual which should also have given even more red-flags on top of it all.

Dear qwrath,

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. From the forwarded screenshot I understood that you haven’t mentioned gambling problem or any other reason why you wish to close your account, is that correct?

Please, let me explain you what the difference is between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem).

In the case of self-exclusion, if the casino failed in this, player may ask for a refund.

In regard to country restriction, I would like to point out that we accept the situation when the casino allows players from restricted countries to open an account and play as long as they don’t use this as an opportunity to cancel player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here (correct me if I am wrong, please).

Thank you very much in advance for your reply.

Best regards,

Petronela

Hi Petronela

Thank you very much for receiving my case.

I was not aware that there was any difference between account closure and self-exclusion, in regards of when informing the casino the i want my account closed. When losing big amounts that no regular persons are able to, me asking for bonuses multiple times between first and second request for account closure, and asked for a refund and account closure multiple times. I found that some Casinos has its own automatically self-exclude function or has a responsible gaming section that write about self-exclusion.

I did try to find a responsible gaming page if there was a self-exclusion function on the website as others have, where i can do it by myself just when losing, and i found an old article on a forum where FortuneJack had sent a link to responsible gaming page back years ago, but this link didnt work anymore showing that it does not exist any more, and i have searched for self-exclusion on the websites terms and conditions. So i reached out to the Casino hoping for a refund back on 07-11-2021, as the funds we're needed for bills. Writing that i wanted a refund for casino allowing this big deposits without further due and wanted my account closed. I dont guess that a person that dont want to stop gambling, will lose thausands of dollars, asks for bonuses on losses and asks for a refund because i was allowed to deposit big amounts and afterwards asks for account closure, if the person didnt want to be excluded from gambling.

Shoudnt the casino react on requests, especially with my history and active way that i mention that i want a refund and for bonuses multiple signs. Other Casinos i have wrote to in the exact same way, have either closed my account immediately or some casinos asks for a reason but i was never given any choice and support-chat operator immediately responded that the request is received and never returns back, allowing me when i get my next pay-check or money on the account i could not controle it, when i was given clear signs that i have lost, i clearly asks for a refund (This should signify that i cannot afford it) and asks them to close my account, and the casino confirms to have received the request as shown on the screenshot.

I understand your reply regarding to the country restriction - But i do find it bad behavior of the Casino Operator, to actively write to me 'Please change IP', just after they write my country is restricted, instead of just writing 'You country is not allowed, so you cannot gamble here' which led to me continuing using their casino which i otherwise would not have been able to. And the casino write to me as i quote here: 'users living country is not really important' and 'Accordingly IP is not really important', which i find strange since i guess country restrictions is in place for a reason, so seems strange for a Casino to write this as they are regulated to follow rules. But just wanted to mention it, but i understand your reply regarding to the country restriction.

If you need further information, screenshots or anything from me, please let me know.

Thanks.

Dear qwrath,

The casino informed you that "Denmark IP has been restricted for all providers". In the entire conversation between you and the live chat agent, I haven't found any comment or remark to gambling problem or other specific reason that you would state to have yourself excluded from the casino.

I understand your point of view, unfortunately, we are not in the position to help you.

I would recommend sending an email including all the relevant information to support@fortunejack.com. In this way, you’ll have proof of such action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Please, let me know if you need any assistance and keep me updated.

Dear qwrath,

I believe I have answered all your questions and addressed all your concerns in my previous replies.

Please understand that the casino didn't use country restriction to confiscate your winnings and you have had plenty of possibilities to express your wish to be self-excluded (not only to close your account).

I have explained the difference between closing your account and requesting a self-exclusion previously.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.