FortuneJack Casino - Player’s struggling to complete account verification.

Hi I was playing here since 2019 . deposited withdrew in past without any problem today I won 300$ and requested to withdraw then they requested my ID verification that I was verified by their system . After that they sent me email saying I used another person ID card . If I used another person I'd card how could I verify that with face and how their verification provider approved that

Dear rityraj,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly.

Could you please confirm here that you truly used your own ID? Do you have any other document that could confirm your identity such as a driver's license or passport?

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 in advance for your reply.

Best regards,

Kristina

Hi I have sent you several email between me and the casino . They are using a automated and third party verification system . Where I was asked to use a current photo of ID card and my life face video . All I did and I was verified successfully. Their intention is they are not going to pay out. After I sent them email saying I was verified successfully. They told that they will recheck and let me know . Then after few hours they said they have blocked me for multi accounting . And I stated them clearly that I never used multi account and I never used any of their promo or bonus or deposit or withdraw using any account other than this . Then one hour ago they sent me the following email .

" Please be informed that this is final decision of Casino, account has been suspended

 due to violation of T&C- multiple accounting , not passed KYC.

 Kind reminder for you : total deposit amount starting from registration is equal to 630.74 USD,

 total confirmed withdrawal during the same time frame 741.81 USD"

When I was verified successfully. I past deposited withdrew what's problem now with the KYC . I have NID only that i can verify through any system of your choice to show that i am legitimate and not using any other person ID

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

Thank you Kristina. I will be waiting .

Hello rityraj,

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,

Can you please provide further details regarding the blocking of the player's account? Was it due to failed verification, multiple accounts, or both? Please provide any supporting evidence to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Before discussing the details that the user mentioned within this complaint. We would love to state that the OP violated 2.5 TC (To read, please see the attached image) which restricts a person from registering or/ and operating multiple accounts. We're attaching the image that showcases that there are two accounts on the same device. Note to say the fact that the usernames do have the same naming pattern.

As for the complaint inquiry:

Our security department requested the standard KYC (Know Your Customer) request as per 8.3 (To read, please see the attached image).

The user was aware of all the instructions on how to complete the verification procedure. To do so, revmob111 needed to upload a selfie and the ID (Identity document). Onto the first attempt, the system automatically identified that the person's image on the ID was different from the selfie. As soon as the OP realized that the platform denied the entry, revmob111 tried to upload the corresponding ID to the selfie for the chance to complete the verification procedure. However, our Fraud and Prevention department checked all the entries accordingly (For the first try, OP used a male ID but onto the last one, the female which is the one shown in the selfie) and terminated the account as per 8.9 (To read, please see the attached image), which clearly explains that if the user does not comply with the respective KYC and/or CDD requirements, we have the legal right to terminate the account and confiscate all the funds allocated through the illegal activities.

The decision is final and will not be changed as we can clearly see the illegal action taken against the company. Most importantly, we're dealing with criminal activity, not just the standard TC violation, and we as a company cannot and will not allow it to be happening across our digital entities.

They never show the proof of using any other person I'd card. They are using third party verification provider  if I did something wrong while verification the provider shouldn't verify me . I did nothing with any multi accounts and I confirm this . So please help me . They can not take a gambler money like this saying just her has a multi account . When I never had one and I never ever login using any other account other than rityraj . If they are so much serious about this why don't they have a system for duplicate account blocking while some one try to open more than one account. 0.014 btc equivalent to 300 USD DOllars that's all I am asking them to send to my wallet.

Dear FortuneJack Casino,

Thank you for your response. Are you able to provide us with supporting evidence of the use of different IDs? It can be sent to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Hello Adam,

We cannot legally disclose the IDs of our usernames as we're accountable as per gambling license to keep them private, no matter what.

Kindly ask your team to double-check that the device matches the usernames mentioned above, as it clearly indicates the TC violation. OP has not provided any proof, whatsoever and keeps on talking without any evidence. We think this should be taken into consideration too.

In any way, if there's anything you need from us, be sure to let us know.

Okay can they show that the username above has really been logged in how many times . And what has been done wrong from my device . Also I am again saying they are using third party verification system . They are saying I am using another person ID . I never did so and I never done anything wrong with any other account .

Dear Casino Guru representative,

I've just made the request to our Fraud Department to get the log-in history of the alternative account that OP has and as soon as we have the proofs, we should be able to send them here.

Cheers,

Thank you for the update, FortuneJack casino.

We will await further information.

Kind regards,

Adam

Dear Casino Guru representative,

As per FortuneJack's legal team, we're not allowed to publicly post the log history of the above-mentioned accounts, including the main and the alternative ones.

However, we've already sent all the proofs to Adam's email, showcasing the exact dates when both of the accounts were logged in to FortuneJack's platform indicating the TC violation.

The decision on our end is final and will not be altered in any way as we think all the users must have the same and fair gambling environment.

Hello FortuneJack Casino,

I have reviewed the evidence provided, but I am not sure that it is sufficient as a reason for confiscating funds.

When we look at multiple accounts cases, we prefer to assess each one individually, as there can be many reasons an account has been created accidentally/unintentionally.

It may not always be fair to confiscate winnings due to this. With that in mind, I would like to ask:

• I can see there is only a balance on one account, has the other one ever been used (deposits, wagers)?
• Has any unfair advantage been gained by registering this other account?

Kind regards,

Adam

Thanks Adam I agree with your point of view . They never provided what was done by a multi account . I never did anything wrong with any multi account. All I want them to send me my 0.014 BTC equivalent to $300 because my ID was verified successfully by their KYC provider and I did nothing wrong with any multi account.

We think this should not be a topic for us to discuss by any terms because, from the time the user completes the registration, he or she automatically accepts the general Terms and Conditions of FortuneJack. No matter what, as soon as there's a violation of any of those sections, particularly we're talking about 2.5 of the 'Your Account section:

"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."

We have the right to terminate all the accounts and confiscate funds available on those as the action taken against the company is strictly illegal. We don't think there's anything to be added in terms of the proofs as the accounts mentioned above are linked and being operated/logged in from the same device (all the image proofs have been submitted).

Moreover, our security department requested the standard KYC (Know Your Customer) request as per Clause 8.3 of the Casino T&C. The User was well aware of all the instructions on how to complete the verification procedure. To do so, Rityraj needed to upload a selfie and the ID (Identity document). Onto the first attempt, the system automatically identified that the person's image on the ID was different from the selfie. As soon as the User realized that the platform denied the entry, Rityraj tried to upload the corresponding ID to the selfie for the chance to complete the verification procedure. However, our Fraud and Prevention department checked all the entries accordingly (For the first try, the User used a male ID but onto the last one, the female which is the one shown in the selfie) and terminated the account as per Clause 8.9 of the Casino T&C, which clearly explains that if the user does not comply with the respective KYC and/or CDD requirements, we have a legal right to terminate the account and confiscate all the funds allocated through the illegal activities.

The above decision is final as the illegal activities are clearly demonstrated by the user, which cannot and will not be tolerated by FortuneJack.

They never can show or submit a single proof of doing anything wrong . All they are saying that they will not give me my winning in any cost . Can they show any account that is logged in from my IP or device twice or ever used any promotion or wagered anything with any multi account .

About the ID cerification I was successfully verified with their third party provider . If I did anything wrong why their verification provider approved my KYC .

They can at least show you the proof Adam as they told

"

2 DAYS AGO

Dear Casino Guru representative,

I've just made the request to our Fraud Department to get the log-in history of the alternative account that OP has and as soon as we have the proofs, we should be able to send them here.

Cheers,"

But they are not doing so because they have nothing to show against me .

We have to make it clear to Casino Guru that the OP is trying to hide out some of the information. To underline, rityraj made its final deposit in 2021 which was played at that time and ended with a loss. Since then, the account has been activating the free bonuses that could be seen across FortuneJack's social media, including Telegram, Discord, and Twitter. No deposits have been made to the account for the past couple of years. So the fact that we're somehow confiscating the user's funds does not make sense as all the wins within the account were coming from the free spins and free bets we issued back to the user. Kindly ask the Casino Guru representative to take a look at the screenshots to see the details. All the bonuses marked as 'Expired' are the ones that needed a deposit for the compilation and the user had no interest to do so as he/she was intentionally trying to win the funds from the free resources while the 'Completed' ones are from the campaigns that we published across our digital entities and required no deposits/wagerings at all.

To sum it up, multi-accounting violations with the proofs of operating them under the same device and failure of the KYC procedure due to uploading different IDs is enough for us to consider this case closed, as we don't think there's anything to be added from us.

On top of it, the user has not provided any of the evidence or the data supporting the argument of his/her own and keeps on sharing random thoughts that are not in any way backed with the proofs.

The giveaway I won on twitter . It's not your random bonus . I won the retweet giveaway . I played and won from it . Is fortunejack running this giveaway for nothing. Are they fake ? Now you saying I did not deposit. Why should I ? When I won from a giveaway for retweet on twitter. It was from official fortunejack retweet giveaway on twitter. It doesn't make sense at all . I want casino guru to get me justice and all my winning funds . They are showing one by one cause that doesn't make sense.

In their screenshot they are showing my I'd rityraj no multi account proof or log history

Its my personal opinion that I take a deposit promo or not . I won joining a giveaway in twitter among 500 contestants. I did not ask or begged to fortunejack to provide me those giveaway prize . I won . I won non wagering non deposit requirement giveaway . Now they are showing one by one cause that's has no sense . They even cant proof I used multi account with any bad intention. I withdrew from this casino in past also . But now they are started this game for not paying . It's really not expected from a casino .

In regards of:

"In their screenshot, they are showing me I'd rityraj no multi-account proof or log history".

As per the screenshot, the user has been notified the both of the TC violations (not passing the KYC and operating/owning multiple accounts). 

As for:

"They even cant proof I used a multi-account with any bad intention. I withdrew from this casino in past also. But now they have started this game for not paying. It's really not expected from a casino ."

We've already attached the proof of you operating two accounts under the same DeviceID. On top of it, the naming patterns of those are similar. Not to mention, the attempt of passing through the KYC procedure with the fake ID (it was completely different from the selfie the OP sent).

We think there's no reason for us to discuss the details as the OP is proving himself wrong. Kindly ask the Casino Guru representative to take immediate action as the current discussion does not have the right direction which negatively influences FortuneJack's presence, considering the fact that we've provided all the proofs supporting multiple TC violations.

When you are not paying my winning without any reason means this discussion is legal. I passed KYC by your third party verification provider . I did nothing wrong with any multi account . So you must pay me as a player . If you are so much strict why don't you have a system for multi account creation blocking . A lot of complaints online similar to this about fortunejack casino . I am not the first person who raised the voice.

Dear FortuneJack Casino,

I appreciate that the player agrees to the terms and conditions upon registering an account, but as mentioned previously, based on our experiences in mediating complaints it is not always fair to confiscate the player's funds for multiple accounts just because there is a rule that states you can. This is in accordance with our Fair Gambling Codex (https://casino.guru/fair-gambling-codex-for-casinos#duplicate-accounts).

If the player has opened a second account to claim, for example, a welcome bonus for a second time, then this is clearly an intentional circumvention of the rules. However, there are many situations where players may have opened a second account accidentally. Therefore, we ask for all relevant proof of how the accounts have been used, when they were created and last used, and if they have been previously verified to determine how the player may have gained an unfair advantage. We primarily ask the casino for such proof as the casino keeps records of all this information.

Up to this point, all we know regarding the multiple accounts is that the player's account was linked to another. You still have not stated if the second account has even been used, or when it was created.

I would also like to ask if the player has made withdrawals in the past (as they have stated), and

regarding the free bonuses, is it against the terms of the casino to redeem multiple free bonuses in a row without making a deposit?

Kind regards,

Adam

About my withdrawal and deposit I attached screenshot . I won a giveaway for twitter retweet not a free bet or spin . I won no wagering casino balance. I won 0.014 btc and submitted my withdrawal . I never used any other account other than rityraj to take advantage of any FJ promotion , logged in or used for deposit , playing , withdrawal. About KYC they use a third party verification provider. Their KYC verification provider passed my documents and verified my account with live ID photo plus and live face verification.

@fortunejack casino I have no intention to spread any negative impact for the casino . All I excuse Is to release my withdrawal amount. I registered here on FJ in 2019 and deposited withdrew in past. I kept me engaged in all your social sites . Never used more than one account to claim any free code or bets . All you know better than me . I really hope the casino will be fair enough . You ran the giveaway I joined and won then I played with the giveaway prize and I won 0.014 btc that I requested to withdraw. Please understand If i use different ID card other than mine how the verification system verified me . I first used saved ID card on phone. Then your verification system asked for live ID photo other than a saved one. Then I took my ID on hand then they first took both side photo . After analysing the photo , they asked for live face . After this I was verified successfully. My profile section showed me as verified. I hope you will release me my winning .

Thanks in advance

Rima A****

Hello Adam,

It's unfortunate to see that Casino Guru has not yet made any response to the fact of the user failed the KYC procedure. The OP had multiple attempts of using different persons' IDs trying to bypass the verification procedure which is strictly against the Terms and Conditions.

It is illegal to possess or sell an ID for the purpose of establishing a false identification. Persons who possess, use, or distribute fake IDs are charged with a Class 1 misdemeanor. On top of the violation, if the document is used to purchase a firearm, the charges increase to a Class 6 felony.

FortuneJack will never allow any user to take financial advantage by using another person's identification as one's own. Any of the funds allocated by the corresponding illegal activities must be confiscated. In the case of FJ as a company allowing it to happen, makes us another participant in the crime, which is coordinated and not allowed by the current Gambling License we operate under.

To conclude, as per discussion with the international gambling license representatives and FortuneJack's legal team, the decision is final and will not be changed in any way.

If there's anything you need on this part, we can assist you accordingly.

As I am saying again and again I never use another person ID card . I used mine . I can re verify if needed using video . So I don't think I have done anything wrong .

Hello FortuneJack Casino,

The reason for addressing the multiple accounts is that it has been stated as part of the reason for blocking the player's account, and so I asked for information about it.

I also asked for information/supporting evidence pertaining to the failed verification and use of another person's ID, but you have not been able to provide any evidence of this.

Are you able to supply anything further regarding this?

Kind regards,

Adam

As a final reply to the complaint, we're attaching the log history of the OP trying to use different IDs to complete the KYC procedure. The verification status 'Not finished' is the identification of it failing due to providing another person's identification document and it not being the same as the selfie we asked for. After realizing the fact that it would be impossible for the OP to bypass the verification procedure as FortuneJack's Fraud and Prevention Department was already in charge of reviewing the document, he/she decided to upload the real ones. At that moment, all the documents he/she sent to the system had been manually reviewed by the team and accordingly the fraud had been identified.

As I told you last time that I uploaded my ID from saved photos then they ask me to use a live photo other than the saved one on device . This is why my first attempt were failed. Finally in a few minutes I got my ID card physically on hand then took picture using verification providers system and then they finally ask for live face . And after I did all I was being verified successfully. As you can see in their attached screenshot .

As soon as the system identified that the user uploaded the corresponding ID to the selfie the OP sent, our Fraud and Prevention Department manually reviewed the documents that were being sent for the first and the second try, which clearly showcased that behavior was intentional as male's ID was used for the first try while at the last one, where the system automatically completed the procedure as 'Accepted' was the female's.

There were no manual review or such thing . I was verified instantly after I took I'd card photo and face photo . I never did anything wrong with the multi accounting . All I ask FJ team to send me my winning . Please @adam give me justice . I hope as a verified gambler since 2019 . Deposited and withdraw in past without any problem. So I hope you will send me my winning

As you can see in the following screenshot they attached. There is only 18426 is completed having my full name , DOB .

Others are not finished because they asked for live photo of ID card other than saved photo . In others 18423 18424 18425 there my name or DOB or reason is not listed because of the quality of ID card photo that was saved in phone . their system asked for a live ID card photo using the in app camera of verification provider. After I take photo of ID Card and live face it was verified successfully. As you can clearly see in the screenshot . I can retake any verification by the monitoring of casino guru representatives if needed. I can also attend to a video verification or take selfie ID Plus anything written on paper .

When I played on Fortunejack from 2019. I deposited multiple times and withdrew . When I have been verified successfully by their verification system . When there is nothing wrong with multi accounting. Just for 0.014 BTC winning the casino is denying the payment. It is really sad . I hope Fortunejack casino will send me my withdrawal amount of 0.014 btc . Please SIr Adam help me on this

Dear rityraj,

I am still waiting for further information from the casino, and once I have received it I will post an update in the complaint thread.

Kind regards,

Adam

Hello everyone,

We would love to respond to the following quote of yours:

"If the player has opened a second account to claim, for example, a welcome bonus for a second time, then this is an intentional circumvention of the rules. However, there are many situations where players may have opened a second account accidentally"

We're attaching a screenshot of the alternative account history that showcases the fact that it was intentionally created to claim a certain welcome bonus for the chance of hitting the big win. Depending on the amount, the OP would decide which account, he would make the withdrawal request from. However, as soon as she realized that the bonus required a deposit to claim the reward, there was only one way left for her to continue, which was the free bonuses. On top of it, the second account was created purposely not incidentally, as it had been fully verified with the email and mobile phone. No entity or person can persuade us to believe that the following actions can be executed without the user's intent.

As for the KYC procedure failure, let's recap some of the facts according to the proofs we provided. Hopefully, it helps Casino Guru's team see the truth rather than supporting the OP that has used just the words to support her evidence rather than utilizing the data/proofs for it.

As per the screenshots we provided:

rityraj = Man (Main)

rimaraj = Woman (Alternative)

On the first try, OP sent the male's ID to complete the KYC procedure, while the selfie the user sent, in the end, was female's. The correlation between the user being female in real life and an alternative account linked to the same device ID as the main which was registered as Man is another pattern of us dealing with one person trying to bypass the 'Know your Customer' procedure.

To sum it up, the OP violated two terms of FortuneJack's privacy policy. The first is the multi-account and the second is one failure of the KYC procedure. Due to the violations, we terminated accounts and confiscated the wins. Note to say no deposits have been confiscated, but the wins coming from the bonus abusive actions (creating multiple accounts to increase the chance of winning a higher amount).

The decision on our end is final and will not be changed no matter what as multiple official entities already denied the OP request.

It's unfortunate to see the third-party website, Casino Guru supporting the user who committed the fraud and on the other end asking us, a licensed company to provide the user's personal information for the sake of closing the complaint. We will never accept it anyway as all the user's data are protected and will not be shared with a third party.

We're planning to overview this complaint on the market's leading crypto forum and invite all the reputable members of this niche to state their opinion rather than discussing it over here where the decisions are made without considering all the proof and blindly trusting the user which has not provided anything to the complaint. We think it is the right way for us to continue and most probably will never make an official announcement about the current or the upcoming complaints if the current method of approach does not change. It as well might lead us to terminate any connection to the entity and request the removal of the FortuneJack company listing as false information is spread around the company which negatively influences the company's presence.

Thanks for your attention.

If there's anything you would love to discuss with us, kindly ask you to send it via email at t.kipiani@fortunejack.com

Best Regards,

Hi adam they are in a rush to close this case when nothing proof that I did anything wrong . I am not enemy of fortunejack and not known to casino.guru . I am here to ask for help to get my winning . Where everything is clear that the casino Fortunejack is playing a very bad game with players . I hope you will help me on this .

What are they saying here totally false I did not use a bonus . I got twitter giveaway prize of $50. The prize was non wagering . It means it wasn't a bonus in any terms of fortunejack . I played with my prize money and won 0.014 btc equivalent to $300. I was verified . I never used any multi accounts for anything wrong .

Where it is says rityraj= man or other = woman. They do not require any user info while I signed up. I entered my details full name , address gender etc at the date of the last withdrawal before the KYC. at the following screenshot they are showing their default info. Where u can see the date of birth is 00-00-0000

Dear FortuneJack Casino,

Thank you for your detailed response.

Yes, the player has been accused of two violations:

-         Uploading someone else’s ID

-         Multiple accounts

Regarding the ID, you have stated that you are unable to share evidence of this, and I am not able to just take your word for it, the same as I am not able to take the player’s word that they did not do this.

Therefore, I asked you for evidence supporting the use of multiple accounts and I explained what we need to see regarding this – evidence of an unfair advantage gained by having multiple accounts. I also explained that we need to see this because there could be situations in which it may not be fair to confiscate the winnings of the player, such as if the second account had never been used.

To determine this, I asked for information regarding the use of the account and if it had claimed bonuses. This information was not provided, despite multiple requests.

Please understand, it is not that I am "blindly trusting" the player in this case. If I had been, the case would have been closed long ago. I am merely asking for evidence of the claims against the player from the party that not only made the claims but also is the one with access to all the required information to support them.

This is our normal approach to complaints regarding multiple accounts, as per our Fair Gambling Codex:

"each case should be considered separately. If the casino finds out that a player has created five separate accounts and claimed the full bonus amount on each of them, it is likely that this is a bonus abuser, and the casino has every right to penalize them. On the other hand, if a casual player mistakenly creates two accounts and doesn't even claim the bonus, the casino shouldn't penalize them just because it has a rule that can be used against them."

Also mentioned previously, this can be read in full here: https://casino.guru/fair-gambling-codex-for-casinos#duplicate-accounts

In accordance with this, as the latest screenshot you have now provided in your last post does seem to show the use of the bonus on the second account, I would like to ask FortuneJack Casino if they can clarify this information so that this case can be brought to a reasonable conclusion.

Kind regards,

Adam

Yes, we do confirm the fact that the bonus mentioned above was claimed by the alternative account. The status 'Bonus Completed' as shown in the screenshot clarifies that the free spins had been successfully used and corresponding wins had been assigned as a reward to the account. However, to claim the wins she had to make the deposit which was not a subject of her interest as it would be an additional cost or potential threat to our Fraud and Prevention department to find out the evidence of operating multiple-account for purpose of increasing chances of winning higher amount on any of her accounts. As the wins from the main account turned out to be big, she decided to push the interest to the main one.

We're adding another screenshot of her alternative account that showcases other bonuses that had been actively claimed/used by the alternative account.

This clearly shows the above attached account bonus activation dated at 14-02-2022 even no where says its completed . No deposit no withdrawal or not connected with my account rityraj

Dear rityraj,

The casino has already provided evidence showing your account has been linked to the other account by the use of the same device. It has now provided proof that both accounts have been used to claim multiple bonuses, are you able to explain how this could be the case?

Kind regards,

Adam

Hi as I told you that account was used 1 year ago and for a day only . But the bonus was not completed . That could be a mistake. That account never used twice . Also I cant remember it when or how it was created.

Dear rityraj,

The casino has now provided sufficient evidence to show that you have created more than one account and used them to redeem multiple bonuses. This is a direct breach of the terms and conditions of the casino, even if the second account was not used recently.

We do believe that casinos should implement checks for multiple accounts at the point of registration, but this is currently not the industry standard procedure, and duplicate accounts are often detected upon request of a withdrawal.

We are unable to comment on the situation regarding the verification or the use of another person's ID, but as the casino has acted in accordance with its terms regarding your use of two accounts, we can no longer assist you with this case and the complaint will now be rejected. Please understand, we can only make a decision based on the evidence provided.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam