FortuneJack Casino - Hráčův účet byl uzavřen kvůli podezřelému odkazu.

Dear Farellosk,

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

• We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?
• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

100% no one in my family could register at this casino!

The email belongs to me and no one else has access to it!

The IP address does not belong to me; a VPN service is constantly running on my computer to bypass local restrictions. But I’m sure this is not a problem, my account has already been fully checked by the security service. However, I don’t know what happened next! The support service tells me something similar to a fairy tale - that someone who is 100% like me registered with them and therefore they blocked two accounts. Why did I suffer from the activities of a stranger?

Although Fortunejack provides a bonus for 24 hours, it did not affect my account in any way because the bonus stopped working even before my account was fully verified, which was completed. Therefore, we can say that the bonuses did not affect my balance in any way. And it stopped working long before I was blocked.

Specifically, Fortunek does not send a letter in which it will be written that your account has been confirmed. First, they sent me a letter saying that the withdrawal of funds was delayed and asked me to go through a KYC check, and then they sent me a letter saying that the money had been withdrawn. This symbolizes the end of the test for them. https://prnt.sc/kV2e7udxHeZW - ask KYC https://prnt.sc/ndJ6Nm_-yWJ3 - withdrawal is being processed

The problem is that in the middle of the week an account appeared, which, as they say, is 100% connected with me and without any investigation they blocked my account with all the money!

Thank you very much, Farellosk, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you Farellosk for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask FortuneJack Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello everyone,

Let's quickly recap the situation concerning the user "Farellosk." This individual registered on our platform on October 26, 2023, made a deposit of $1,500, placed a bet, and won. Following the win, OP completed the Know Your Customer (KYC) verification and withdrew the initial deposit amount from the winnings, leaving the rest in the account balance.

Up to this point, there was nothing unusual about the account activity. However, on November 2, 2023, a new user named "Knightonhorseback" created an account. After some activity, we initiated a KYC check during the withdrawal process. To our surprise, we received the same identification documents and selfie photo that "Farellosk" had previously submitted.

As a result, we notified "Knightonhorseback" about the breach of our Terms and Conditions and subsequently informed "Farellosk" as well. We proceeded with our protocols, including blocking accounts and confiscating the funds.

This sequence of events clearly indicates a violation of our Terms and Conditions, and we believe our decision was justified.

Farellosk, kindly send us an official letter from the email address you used to register your account to our official support email at support@fortunejack.com, confirming your agreement to post sensitive documents (such as passport and selfie pictures) in the public domain.

Cheers,

Community Team Lead | tokash

I sent a mail indicating my consent to the publication of my passport data, but on condition. The condition is simple - I want photographs of documents + selfies used for my account and documents + selfies used to verify that second account to be published!

Provided screenshots clearly showcasing that two different accounts, "Farellosk" and "Knightonhorseback," provided the same documents.

Kindly ask the Casino Guru Team to close the complaint as resolved.

Thanks.

Dear Farellosk, you are in violation of the following rule from the casino's terms and conditions:

2.5. 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 another 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.

It is an industry standard that you can only open one account per person in an online casino. Due to this reason, this complaint will now be rejected. Thank you for your understanding, 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.