FortuneJack Casino Support and Complaints Thread

Hello China26,

We've received a reply from the Casino Representative. Here's what she says:

"Due to our terms and conditions in order to avoid fraudulent activities, we restrict holding several accounts at FortuneJack under one household:
"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."
Considering the situation that the second account belongs to his girlfriend, we allowed both of them to use their accounts.

Regarding the withdrawal issue, it has been released from our end but didn't go through. Our team is working on this matter, if it is not resolved within the next several hours, we will refund the amount manually and ask the player to request a new withdrawal.

The player has been informed regarding all this via email and has been communicating with us."

Sweet thanks! But as for the last part I didn't know but good to know that hopefully I shall be getting it soon. :) thank you so much 

Hello China26,

You're very welcome. Please keep us updated.

Hello FortuneJack Representative,this is in regards to account name "lighthouseman2@mail.com"

                 I will start by saying that the years that I played at FortuneJack were great and the support team always provided me with the best customer service I've always appreciated that aspect of the casino. I've ran into a problem and I think this might be a better place to try to solve this because I haven't had any luck via emails.

                Many years ago I opened my account with FortuneJack account Name "WINGS344" and had ran into a problem with my email it had been compromised rendered unusable. After this happened I contacted live support and they walked me through the best way of fixing this problem. Since there would be noway to change my email I was instructed to close my account "WINGS344" and then instructed to open a new account with a new email, I did just that. The problem with this is that my first account held my only phone number so the only way possible to open a new account was to use a VIOP phone number and thats what I had to do to open my new account. My New Account "lighthouseman2@mail.com" was then approved by the casino with the VIOP phone number

               I continued on making deposits as I usually do always without claiming any deposit bonuses I prefer to play without bonuses, A few months had passed by I had made a lot of deposits and I I remember placing 2nd in a slot tournament and I made a small withdraw of those winnings which I quickly redeposited that back to the casino. I happened to win a small amount worth withdrawing and I requested the withdraw. I first received an email saying that the withdraw was being processed I then received an email saying that my account was closed due to bonus abuse. I  replied back saying there must be some sort of confusion because I didn't ever claim any bonuses. I got a reply that said that the issue changed it was because of my viop phone number. after that I tried many times to talk with someone about this but only received a response of sorry this account has been closed. Im not sure I had any other options when setting up my second account because I only have the one phone number. I dont think my previous account was taken into consideration and that my previous account was compromised.

What I would like to simply have my account re opened so that I can continue being a fortune jack loyal customer. If someone could take into consideration the things i said above I think you will agree that the viop phone number was a mistake but not one that was made to try to defraud the casino but only made because I wanted to stay a customer. I was left with no way to use my only phone number to set up the second account.

Hi Saturnm22,

We understand your concerns, so we will contact Casino Representative in order to resolve this case as soon as possible. Please keep an eye on this thread for any update.

thank you for helping me resolve this and thank you for replying back so quickly:) fortunejack support has always been a great team, but its been difficult to communicate after this happened, 

Hi Saturnm22,

We will give our best to resolve this in a quickest manner, but first we need to wait for the update from the Casino. Keep an eye on this thread.

Hello Saturnm22,

Unfortunately no response from the Casino. We will send a reminder email in hopes that they will get back to us with some information regarding this case. Please keep posted.

I appreciate your efforts :) thank you !

Hello  Saturnm22,

Still without any update from the Casino. We have sent a reminder once again, and unfortunately if we don't get any answer  we will be forced to close this complaint, because are hands are tied. Please keep posted.

I appreciate your ongoing efforts to solve this for me, fortunejack had always been a great casino to play in my experience, I'm not sure changes with the way they do things that caused them to lose interest in keeping their loyal paying customers around. :( Maybe they are just very busy but from the response I got from them they are not taking any of the info above into their decision. Their response to me have be very short only saying that the account is closed and the decision is final. Anyhow I'll remain hopeful that they will do the fair and right thing here. Thank you again! I'll keep an eye out for a reply 🙂

Hi Saturnm22,

I am sorry that you are encountering this issue, for sure that it's not fair. There shouldn't be excuses for unresponsiveness, if they want to keep players happy and satisfied they need to be up to date and responsible in any format. 

We will consider this case as UNRESOLVED due to Casino unresponsiveness, but we will be glad to update us if you receive the funds.

Just wanted to give an update that there is nothing to update, still refuse to discuss this with me. I remember when this happened the casino was going through some problems where they actually had to shut down the casino for a day or longer, that happened a few times from what i can remember. This was going on the exact moment that i had requested a withdraw and then they closed my account. maybe they changed owners or something im not sure.  But the way all this happened it seems obvious to me that they didnt want to pay this out so they went out of their way to find a excuse. Im going to try try and try again until someone can have a open discussion about this and not just a copy pasted message saying sorry this decision is final. 

Is there anything more lcb.org can do in a situation like this ? i dotn think this casino has gone rogue they have been around for so long. from this forum it looks like they are not active here anymore.

Hi Saturnm22,

We will try once again to reach out to them even though we haven't got any response thus far. Please keep an eye on this thread for any update.

Hello Thank you for replying :) I would like the account lighthouseman2 email lighthouseman2@mail.com reopened , and if possible move my phone number to this account so that i can not encounter this problem again it was stuck on my old account and i couldnt re use it. if Not I can use my wifes cell phone number for the account lighthouseman2.

Looking forward to making some deposits at fortunejack!!!, I always enjoyed this casino more than  others. Thank you for taking time to reconsider re opening my account!!!!

Hi Saturnm22,

We are so glad to hear that your account will be reopened and hope that you will enjoy your time with FortuneJack Casino. Wish you luck in further entertainment.

I appreciate your help with this ! much thanks given 

Hey there,

The above-mentioned account is already unblocked. However, we cannot manually switch the mobile phones as it's against the TC. Kindly remind to attentively read the Privacy and Policy before taking any actions, such as verifying the account.

Good luck.

Account "lighthouseman2@mail.com" I was not able to log into this account. Since it's not possible to change the phone number on this account then do you recommend closing this one and starting a new one ? That way I can use my new phone number also you would need to transfer my balance from "lighthouseman2@mail.com" to the new account. 

Not being able to use my original phone number from my first account is what caused the problem with the second account since I didn't have a second phone number. But I do now have a number that is not a viop number. 

So as it stands currently I can't log into "lighthouseman2@mail.com" it has my balance but has a incorrect phone number attached. 

Let me know how you would like to proceed so that we can call this resolved :) 

I appreciate your time and effort in this matter ! Thank you!

*Update* I'm able to log in but my balance is zero .

Hey Saturnm22,

It's good to know that we are going forward with this case. Please let us know if your find out why your balance is zero. 

Thanks for keeping us informed. 

Hey there,

We've just credited the last withdrawal the OP requested back to his account.

Cheers,

Thank you but now Its not letting me log in... see screenshots 

You can close this fortunejack had fixed the account and put the balance back ! 

Thank you fortunejack and lcb !

You can close this fortunejack had fixed the account and put the balance back ! 

Thank you fortunejack and lcb !

Hello Saturnm22,

We are so happy to hear that your case has been resolved and that you have your balance back. Enjoy further entertainment. 

I am very lucky in  FortuneJackCasino ,now I made a withdrawal  1600 USDT,just waiting for their site news !

after the  help of KYC , I have successfully receive the 1600USD ,great thanks for  FortuneJackCasino

Hi 袁义桂111,

We are very happy that you are satisfied with Fortune Jack Casino and that you got your winnings on time. Wish you luck in further entertainment. 

I tried to register here and it said not available in my location. Not available in the US?

Hello JacobBlack,

Please refer to the casino's terms regarding prohibited territories to see which iGaming providers excluded the USA from their operations.

Please send us your casino username and ID.via private message if it is not up to the gaming providers so we can speak with the casino representative and ask about your case

Thanks, and Happy New Year!

Hello JacobBlack,

We will close this complaint due to the inactivity of the submitter.

I made a deposit of 1250 USDT
After the bets my balance became 3312.5 USDT
Then I asked the casino to withdraw part of the winnings

When I made a request to withdraw part of the money I won, fortunejack asked me to go through a KYC check
After checking, they wrote that supposedly my account has a connection with some other account and therefore they are canceling all my winnings!
At the same time, I sent them my documents to establish my identity!
I am 100% sure that no one could place bets from my computer, just as I have never made bets from other people's computers.
What Fortunejack does is pure fraud - verifying the identity after the player achieves a win. Cancellation of winnings after checking all documents proving my identity!
The casino rules state that I can challenge the decision. And I ask LCB forum to act as a third party arbiter in our dispute.
I did not violate any rules of the casino and I am sure that they have no right to take money away! I ask for your help!

(my username in casino - Zok****,  email - zokle****@proton.me)

Hello Zokleningg,

First of all, welcome to LCB! Glad to have you here. 

Thanks for sharing your casino credentials with us and for detailed information.

We will reach out to a casino representative to inquire about your case.

Keep you posted.

Hello Zokleningg and dear forum members,

We would like to state that this user has breached section 2.5 of our Terms and Conditions (TC), which prohibits individuals from registering and/or managing multiple accounts.

Regarding the evidence, we have already forwarded screenshots from our system to the user. These screenshots conclusively demonstrate a connection between the two accounts. Notably, one of the photos reveals a duplication detected by our system, clearly indicating that the selfies (KYC selfies) belong to the same individual. - We are ready to provide all required evidence to the LCB team upon their request.

It is also crucial to highlight that although we were entitled (T&C 2.5) to confiscate both winnings and deposited amounts, we chose to confiscate only the winnings and have refunded the full deposit amount.

We rigorously enforce our rules and expect our customers to do the same. The decision made is final and cannot be changed

Cheers,

tokash | Community Team Lead

Hello Zokleningg,

We must mark this complaint as Resolved based on the casino representative's statement about your case.

Thanks for your understanding.

Hello FortuneJackCasino,

Thanks for your assistance.

Hi FJ,

I have submitted a request to re-activate my account. Unfortunately, I don't have the wallet address anymore since the last time I logged in was on 2016. Is there anyway to re-activate it?

Thanks

Hello namtab_26,

First of all, welcome to LCB! Glad to have you here. 

Can you please send us your casino username/id via private message so we can reach out to the casino representative and inquire about your case?

Thanks.

Hello namtab_26,

Thanks for sharing your casino credentials with us!

We will reach out to a casino representative to inquire about your case.

Keep you posted.

Hi
My Fortunejack account - Asisasin

Fortunejack recently blocked my account for KYC verification (check for which I have to send my documents)
After checking, they took away all my winnings - 1200 USD
They said that my account is connected to some other account and that is why they are taking away my winnings!

I am 100% sure that I have never had an account with them before and also none of my family/friends have had an account with Fortunejack.

By mail, Fortunejack generally refused to comment on what was happening, pointing out that the decision to confiscate the winnings is final! and that they will not revise it!

I have no other choice left, I hope that the forum, the award from which Fortunejack displays on its main page, will perhaps help me.
I read that according to the forum rules, I need to first write to the bookmaker's representative on this forum. It’s good that they started talking to me on this forum. I have already received a response from them - it turns out that the only coincidence they saw between our accounts was the coincidence of the IP address!!! It's just ridiculous that a casino allows itself to take away all your winnings just because of a matching IP address!!! I want to explain that a VPN service is constantly running on my computer and that the IP address is generally a subjective analysis.
I also want to say that the casino received from me a complete package of documents for verification! Since the casino, having my documents, only indicated that the IP address was the same, I consider it extremely insulting to me! and also violates any conceivable rights of mine as a player! Also, if the casino refuses to return my winnings to me, we can judge the reputation of the casino and its unjustified actions!

They name another subjective reason - behavior analysis. It is a mystery to me what exactly they analyzed (they also did not specify this). There are only two bets on my account 1- a combo bet on two markets 2- a bet on one market AND THAT'S ALL! I am 1000% sure that none of you will be able to indicate that such behavior can be similar to anyone! This is an even more subjective assessment than anything.
Fortunejack, how do you allow yourself to do this???

Fortunejack I want to point out to you that such subjective methods of yours cannot be grounds for confiscation of winnings! Such actions on your part carry an extremely negative reputation and a threat to absolutely any player, so you can, having a full package of documents after checking a suspicious person, still refuse to pay the winnings under a fictitious pretext!
I really hope that the casino will check everything again and pay me my winnings!

I demand that the casino return my $1,200 that I won by betting honestly!

Hello namtab_26,

We have reached out to the casino again.

Keep you posted.

Hello Asisasin,

First of all, welcome to LCB! Glad to have you here. 

Thanks for sharing your casino credentials with us!

We will reach out to a casino representative to inquire about your case.

Keep you posted.

Hello
Okay, I'll be waiting for your response!
I hope for your objective assessment of what is happening.

Hello, already sent a private message since last week. Still awaiting response. Thank you!

Hello namtab_26 & Asisasin,

We've sent a reminder to the casino rep regarding your cases, as soon as we hear back we'll update you on this thread. 

Hello, dear Asisasin and LCB Team,

Before discussing the details that the user mentioned in this complaint, We would love to state that the OP violated 2.5 TC (To read, please see the attached image #1), which restricts a person from registering or/ and operating multiple accounts.

Based on research by our Behavioral Analysis department, the OP's account has raised suspicions and was forwarded to our Fraud Prevention Team for investigating alleged multi-accounting. We have discovered connections between the OP's account and another account, evidenced by consistent patterns. These include the same IP address (image #2), identical deposit method via htx.com (image #3, #4), same locations (RU) as verified through KYC documents (will be provided by email if needed), and utilization of the Welcome Deposit Cashback Offer 20% (image #5, #6). Additionally, we identified the use of disposable phone numbers from the UK (images #7, #8), which is strictly prohibited.

It's important to note that although we had the right to confiscate both the win and deposit amounts, we only confiscated the winnings and, refunded the total deposit amount to the OP, and closed the accounts. This refund serves as a gesture of goodwill and implies the confiscation of any unfair winnings obtained by the OP.

Based on the information provided above, we kindly request the LCB team to close the complaint as resolved.

tokash | Community Team Lead

Due to platform restrictions, I'm sending the rest of the evidence in this message.

Hello Asisasin,

Since your deposit has been refunded and the casino considers your case closed, we are compelled to close this complaint and mark it as resolved.

Hello namtab_26,

The casino rep got back to us and informed us that there are specific security protocols they must follow before reactivating an account.

They will make an effort to have their security team revisit the case once more. We'll keep you updated on this thread.