FortuneJack Casino - Das Spielerkonto wurde geschlossen, das Guthaben wird einbehalten.

Hello, I have the following problem: I deposited funds at Fortunejack around March, played, and won some money. I then requested a withdrawal, but I didn't notice that it was never processed. Months later, I only saw that Fortunejack had sent me an email asking me to verify my identity. I overlooked the email, and by then it was too late for verification. The casino closed my account and withheld my money. The casino isn't responding to my emails and isn't giving me the opportunity to complete the verification and withdraw my funds. I find it completely unfair to be penalized like this simply for missing an email. Fortunejack states that withdrawals are processed instantly and without KYC, so I assumed the withdrawal was processed immediately and didn't notice anything amiss amidst my other cryptocurrency transactions.

I'm happy to complete KYC if the casino gives me the option. Thank you for your attention.

Hallo, ich habe folgendes Problem und zwar ich habe so ungefähr im März bei fortunejack eingezahlt und gezockt und etwas geld gewonnen. Ich habe dann eine Auszahlung beantragt und mir ist nicht aufgefallen, dass diese Auszahlung nie bearbeitet wurde. Ich habe dann erst Monate später gesehen dass fortunejack mir eine Email gechickt hatte, mit der Bitte dass ich mich verifizieren soll. Die Email habe ich übersehen und dann war es zu spät für die Verifizierung. Das Casino hat mein Konto geschlossen und mein Geld einbehalten. Das Casino reagiert nicht auf meine Emails und gibt mir nicht die Möglichkeit die Verifizierung zu machen und mein Geld auszuzahlen. Ich finde es absolut unfair, dass man so bestraft wird nur weil man eine Email übersehen hat. Auf fortunejack steht dass Auszahlungen instant und ohne KYC bearbeitet werden, daher bin ich davon ausgegangen dass die Auszahlung sofort bearbeitet wurde und ist mir zwischen den Crypto Transaktionen nicht mehr aufgefallen.

Ich mache gerne das KYC, wenn mir das Casino die Möglichkeit gibt. Danke für die Aufmerksamkeit

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the email you received from the casino requesting that you verify your identity? My email address is veronika.f@casino.guru.
• Which documents were you asked to provide for your KYC verification?
• Did you receive any follow-up emails from the casino? If so, kindly forward them to me as well.
• When exactly was your account closed?
• When was the last time you contacted the casino regarding the verification of your account and its closure?
• What types of games did you play to accumulate the winnings you were trying to withdraw?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi

-Attached is a screenshot of the verification request

-I don't know which documents were requested; I'm supposed to log into my account and do the verification, but I can't log into my account because it's locked.

I have not received any further emails.

I don't know exactly when the account was closed. I only know that it was in June when I saw the email from Fortunejack and tried to log in.

-The last contact was on June 13th.

-Casino

Hi

-Im Anahng ein Screenshot der Aufforderung zur Verifizierung

-Ich wei´ß nicht welcher Dokuemnte angefordert wurden, ich soll mich in mein konto einloggen und die Verifizierung machen aber ich kann mich in mein Konto nicht einloggen weil es gesperrt ist.

-Weitere Emails habe ich nicht erhalten.

-Ich weiß nicht genau wann das Konto geschlossen wurde. Ich weiß nur dass als ich im Juni die Email von Fortunejack gesehen habe und mich versucht habe einzuloggen.

-Der Letzte Kontakt war am 13.06

-Casino

Dear hamzarabaiah

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite FortuneJack Casino representative to join this conversation.

Dear FortuneJack Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear player,

I have received an email from the casino confirming that they will review your case on Monday and are expected to update this complaint thread afterwards.

Thank you for your patience.

Dear player,

The casino has informed me that they would contact you directly regarding your case.

Could you please let me know if you have received any email from the casino?

Unfortunately, I haven't received an email from the casino yet.

Leider habe ich noch keine Email vom Casino erhalten

Hello Barbora,

We contacted the user hamzarabaiah via email on three separate occasions, requesting that they complete the KYC verification process. We also allowed one month for a response; however, we did not receive any reply or further communication from the user.

As a result, the account was closed in accordance with our Terms and Conditions due to the user's failure to complete the required KYC verification.

In addition, the user is still able to withdraw their remaining account balance if they wish to do so.

Please let us know if you require any additional information.

Dear FortuneJack Casino,

Thank you for the clarification. If the player is still able to withdraw the remaining balance, could you please explain how she can proceed, considering that her account has been closed?

Also, as the player is willing to complete the KYC verification, please clarify whether she can still complete the verification and access the withdrawal option.

Thank you.

Yes, exactly, so I still can't log into my game account to withdraw my balance.

ja genau, also ich kann mich immernoch nicht in Mein Spielkonto einloggen um mein Guthaben auszuzahlen.

Hello Barbora,

The player’s account has been unlocked, and they can now proceed with their withdrawal.

Best regards

Dear player,

The casino has confirmed that your account has now been unlocked and that you should be able to proceed with your withdrawal.

Could you please let me know if you have already logged in and requested the withdrawal? If so, please let me know whether everything went through without any issues.

Hello, yes, the casino also sent me an email stating that I can withdraw my balance. However, my account is still locked; I can't log in to request the withdrawal. Here's a screenshot of the error message. I would like to ask the casino to unlock my account.

Hallo, ja das Casino hat mir auch eine Email geschickt, wo steht dass ich mein Guthaben auszahlen kann. Allerdings ist mein Konto immernoch gesperrt, ich kann mich nicht einloggen um die Auszahlung zu beantragn. Hier ein Screenshot der Fehlermeldung. Ich würde das Casino bitte mir das Konto zu entsperren.

Dear FortuneJack Casino,

Thank you for the update. The player has confirmed that although they received your email stating that they can withdraw, their account is still locked and they cannot log in to request the withdrawal.

Could you please check this again and unlock the account so they can access it and proceed with the withdrawal?

hey Barbora,

user may check account it should be unlocked

Dear player,

FortuneJack has confirmed that your account should now be unlocked. Could you please try logging in again and let me know if you can access your account and proceed with the withdrawal?

Dear hamzarabaiah,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Barbora
Casino.Guru