FortuneJack Casino - Das Konto des Spielers wurde geschlossen.

I registered with FortuneJack Casino on July 31st and made three deposits using the deposit bonus.

When I made my third deposit, I played live roulette with the $300 deposit, and my balance rose to about $3,600. Later, on August 6th, when I requested a withdrawal, I received an email requesting KYC, so I took a photo of my ID and used facial recognition via the Identification section on the site. I then received an email stating that additional verification was required and asked me to join a Google Meet on August 21st at 8:00 AM (UTC), as specified by the casino. I attended the Google Meet on the specified date, but since I don't speak English, we communicated via chat.

The casino asked me about my registration date and deposit method, so I tried to reply via chat, but it seems that Google Meet is designed to turn off the camera while you are writing in the chat field, so I received a warning from the casino, but I was unable to change the setting to turn off the camera while replying via chat, so after repeating this several times, the casino unilaterally terminated the chat, and then I received an email saying

I was informed that my account would be permanently closed.

I promptly submitted my KYC and attended the meeting on the date specified by the casino, but the meeting was unilaterally terminated due to the casino's inability to smoothly communicate in English and to change the specifications of Google Meet, which I found unacceptable as my account was permanently closed. I sent an email on August 21st suggesting another meeting or a meeting on a different app, but I received no response from the casino.

I was not informed that I would have to respond in English, and was asked to respond immediately on the same day. While I was panicking, the service was terminated and I found this extremely unfair treatment, so I looked into whether I could get my funds back and came across Casino Guru, which is why I decided to consult with them.

Email correspondence will be sent.

Also, due to a freeze within the casino, I am unable to log in.

7/31にフォーチュンジャックカジノに登録し入金ボーナスを利用して三回入金しました。

三回目入金の際に300ドルの入金部分をライブルーレットで遊んでいると残高が約3600ドルになりまして、後日8/6に出金申請をするとメールにてKYC求められたのでサイト内のIdentificationから身分証明書を撮影して顔認証もしました。その後メールにて追加の確認が必要とのことでカジノ指定の8月21日午前8時(UTC)Google Meetに参加をして下さいとのことでしたので、指定の日にGoogleMeet参加して会話をしましたが、私は英会話ができなかったのでチャットにて会話をしていました。

カジノから登録日や入金方法の質問を受けましたのでチャットにて返答を記入しようとしましたがGoogleMeetはチャット欄に記入中はカメラがオフになる仕様の様でしてカジノ側から警告をうけましたがチャットにて返答中はオフになる仕様を変更することができずに何度か繰り返ししているとカジノ側から一方的に終了され、その後メールにて

アカウントを永久閉鎖にするとの連絡受けました。

私はKYCも迅速に提出し、カジノ指定の期日のミーティングにも参加しましたが英語対応がスムーズにできないことやGoogleMeetの仕様変更などをできないことで一方的にミーティングを打ちきられ、アカウントを永久閉鎖されるのは納得ができず、8/21メールにて再度のミーティングや別アプリでのミーティングを提案しましまたがカジノからの返答がありませんでした。

英語対応しないといけないことも知らされず、当日すぐの対応を要求され、焦っているうちに打ち切られている状況とあまりにも不当な対応でしたので資金を取り返せないのか調べていたところ、カジノグル様に行き着きまして今回相談させていただきました。

メールのやり取り等は送付します。

またカジノ内凍結のために、ログインできない状況です。

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear tokuchan99,

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 and it might take a few working days to complete this thorough process.

• Could you please share the invitation for this KYC call in this thread?
• What was the main language you used when communicating with casino support, please?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

I replied in Japanese.

The first one was on August 6th. I remember it was liveness authentication.

From there, additional verification of the conversation will be on the 21st.

日本語で私は返信しておりました。

最初は8月6日です。ライブネス認証だったと記憶しています。

そこから会話の追加認証が21日です。

Dear tokuchan99,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Email correspondence etc. will be recorded here. There is no record of Google Meet correspondence.

メールでのやり取り等こちらになります。GoogleMeetのやり取りは記録が残っていません

Thank you very much, tokuchan99, for your cooperation. I will now transfer your complaint to my colleague Igor (igor.p@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.

Dear tokuchan99,

I am so sorry to hear about your problem with the FortuneJack Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a FortuneJack Casino representative to join this conversation and participate in resolving this complaint.

Dear FortuneJack Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear FortuneJack Casino,

If the player manages to fix the issue with their camera, would you agree to give him one more chance to complete the KYC?

Alternatively, would you consider using a different platform, such as Zoom or Microsoft Teams?

Dear Casino Guru Team,

Thank you for your follow-up message.

We would like to clarify our position regarding the player’s request for an additional KYC attempt.

As outlined in our previous response, the user already received multiple opportunities to successfully complete verification, including a scheduled Microsoft Teams session after the initial video verification raised strong suspicions of Third-Party Verification Fraud or impersonation.

During the Teams verification on August 21, 2025, the user repeatedly turned off the camera, failed to answer essential account-related questions, and experienced continuous interruptions that prevented proper identity confirmation. These issues were not caused by language barriers, as the user had previously communicated with our support team in English and other non-English-speaking users have successfully completed the verification process using translation tools.

In addition to these failed attempts, our Terms & Conditions clearly state:

"8.7. You must provide all Know Your Customer (KYC) and Customer Due Diligence (CDD) documents that we may request… You must submit these documents within 30 calendar days from the date we make the request. Failure to comply within this timeframe grants us the right to lock your account due to inability to pass the KYC procedure."

The player did not complete the verification within this 30-day window. Therefore, according to our policy and standard procedure, we cannot offer an additional verification attempt, nor can we use alternative platforms such as Zoom or Teams again.

The account remains permanently closed due to failure to verify identity. Only the player’s deposit amount is eligible for refund, which can be processed upon a verified request.

FortuneJack remains committed to ensuring a fair and secure environment for all users and applies the same verification standards equally across all accounts.

Best regards,

FortuneJack Compliance & Risk Team

This was the first time the video had been interrupted since your company had requested that we use Microsoft Teams, and I was confused by the suddenness of the camera being turned off when I commented in the chat box.

Although we have made it possible to support English, you can use a translation app to support English when sending emails, but when you launch the Microsoft Teams app camera, other translation apps do not launch, so if you try to write a comment because you cannot speak English, the camera is turned off, which is confusing.

I don't know why a third party was captured on camera, but since the camera was on outside the home, it is possible that this was the case. Were there any rules that prohibited third parties from being captured on camera?

ビデオが中断されたのはMicrosoft Teamsを使用することが貴社の指定だったことで初めてであり、チャット欄でコメントするとカメラがオフになるという突然のことが起こったことへの戸惑いもありました。

英語対応してきたというものの、メールでは翻訳アプリを入れて英語対応できますが、Microsoft Teamsのアプリカメラを起動した場合は他の翻訳アプリが起動しないので、英語が話せないのでコメントで書こうとしてカメラがオフになる仕様になっていて戸惑った原因になります。

第三者が映り込んだことの理由は分かりませんが、自宅以外でカメラ起動していますので可能性としてはございますが、第三者が映り込んではいけない規約はありましたか？

Dear tokuchan99,

Do I understand correctly that on August 21, 2025, you had both video calls: the first one via Google Meet and immediately afterward the second via Microsoft Teams?

If this is not right, please feel free to correct me.

I'm not sure of the name of the app I used as I've never used any other authentication method, but I received this notification and followed the link instructed on August 21st to complete a one-time video authentication.

There will be no second time.

使用したアプリがこの認証以外で利用したことがないので名称が確かではないのですが、この案内が来て、8/21に言われるがままのリンクから一度きりのビデオ認証でした。

２度目はありません。

Dear FortuneJack Casino,

Do I understand correctly that the player had multiple KYC attempts and that all of them were done via Microsoft Teams?

The earlier one failed because of people appearing on the video, and the latest one failed because of the camera turning off?

Dear Igor,

we would like to clarify the following regarding this user’s KYC verification attempts:

The user had only two KYC attempts – the first on our website and the second via Microsoft Teams. During the first attempt, it is evident that another individual was involved in the process, and we have documented evidence supporting this.

The second attempt, conducted via Teams, showed that the user did not personally respond to any of the questions, and the camera was turned off several times throughout the session.

Based on these observations, both KYC attempts are deemed invalid

Dear FortuneJack Casino,

Would it be possible for you to send me the videos from those KYC attempts?

Yea sure, please tell us your email so we can send it to you.

Hello,

Here is my email: igor.p@casino.guru

There is something a little strange about this, so let me clarify the situation.

There is no interaction with live support the first time.

Furthermore, we have not been informed of the cause of contamination from the first additional certification.

The second time is a completely different authentication that involves interaction with live support.

In other words, the second live authentication was my first attempt, and I didn't know how to use the app or was completely sure that the conversation would be in English.

Furthermore, there's no way to know that the camera won't start if you open a translation app on the same smartphone, so it's difficult to keep the camera on if you're trying to use another translation app on the same smartphone.

少し違和感がありますので状況を整理させてください。

1回目はライブサポートとのやり取りはありませんよ。

また1回目からの追加認証が汚原因に関しては知らされていません。

2回目がライブサポートとのやり取りがある認証で全く異なるものです。

つまり2回目のライブ認証は初めての試みであり、アプリの使い方が分からないのもまた英語での対話になることも確実に把握できたわけでもありません。

それに翻訳アプリを同じスマホで開くとカメラが起動しない仕様なのは絶対分からないので、他の翻訳アプリを同じスマホで使おうとしている時点でカメラがオンになる状態を維持するのは困難です。

Hello Igor,

Recording are sent to the email you provided please check it.

Best regards.

Dear FortuneJack Casino,

Thank you for your email.

I would like to clarify what you meant by "...that the user did not personally respond to any of the questions..."

Does this mean that the player did not answer any questions at all, or that he answered them but not to your satisfaction?

The user did not answer the KYC questions in English. As we do not conduct KYC in any other language, the KYC verification failed.

Please note that we have had numerous users who do not speak English, and we encourage them to use translation tools such as Google Translate. Our team is patient and supportive in these cases. However, in this instance, the user repeatedly turned off their camera, which is strictly prohibited, and did not provide any answers that would allow us to verify their identity.

Moreover, we have written communication showing that the user has contacted our support team in English. It is therefore unclear why they did not use the same resources during this KYC chat if they were indeed able to communicate in English, whether with translation tools or not. Since the user spoke only in their native language and did not provide any responses in English either verbally or via chat there was no way to complete the verification.

As we have explained many times, the reason is that the camera is designed to turn off when you try to open the translation app.

I don't understand English at all, so I can't respond on the spot.

For written documents, email itself has an automatic translation function, so we used that.

In the first place, I don't see any benefit in deliberately turning off the camera.

The problem was that the camera would turn off when you tried to open the translation app.

だから理由は何度もお伝えしておりますように、翻訳アプリを開こうとするとカメラがオフになる仕様です。

英語での対話が全く分からないのでその場での対応が出来ません。

書面に関してはメール自体に自動翻訳機能があるのでそれで対応していました。

そもそもわざとカメラオフにするメリットが私にはありませんよ。

全ては翻訳アプリを開こうとするとカメラがオフになる仕様が問題でした。

Dear tokuchan99,

Can you please confirm or deny that, during the entire verification process, you failed to provide any answers whatsoever?

I deny it.

We will send you an email with all the reasons why the camera is stopping.

I have submitted all the documents requested.

Here is also proof that the emails sent from the casino are machine translated.

This confirms that it is not unnatural for the camera to be turned off when the translation app realizes it is needed during a conversation and tries to open it.

否定します。

メールでカメラが止まる理由を全て送付しています。

それに求められた書類は全て提出しております。

またこちらがカジノから送られてきたメールが自動翻訳されている証拠です。

これにより翻訳アプリが対話の中で必要と気付き開こうとするとカメラがオフになるという流れも不自然ではないと裏付けがあります。

Dear tokuchan99,

My question was about the live session verification.

During the live meeting, did you provide any answers in English in the chat with the casino or not?

I can't speak or understand English at all, and I can't read it without translating, so I don't think I can answer in English.

It happened in August so I don't remember the exact details.

全く英語が話せないし、聞き取りも出来ない上に翻訳無しに読むことも出来ないので、英語での回答は出来ていないかと思います。

8月の出来事なので正確な内容は憶えておりません。

Dear tokuchan99,

Unfortunately, you were not able to complete the KYC verification according to FortuneJack Casino’s requirements.

Please note that the casino provides support only in English, so if you are not an English speaker, it is important to prepare in advance for the verification process.

Since all your previous communication with the casino was conducted in English, it would have been reasonable to expect that the verification would also take place in the same language and to arrange a reliable way to translate if needed.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.