FortuneJack Casino - Das Spielerkonto wurde ohne Auszahlung geschlossen.

I have been playing at this casino for more than 5 months. There were no problems with the withdrawal. At the last withdrawal of funds from 03/13/2026, account verification was requested. I passed it, provided the documents and selfies through their special service at the online casino itself. Then they tortured me for a week and accused me of multiaccount. I asked to provide at least some evidence, because this is my only account. Next, they requested the 2nd verification through the mail, and then to send them a selfie with a passport and a passport by MAIL. They dragged it out again and on 03/19/2026 they finally blocked the account without withdrawing money. Scammers.

I played at this casino for over five months. I had no problems with withdrawals. My last withdrawal, on March 13, 2026, required account verification. I passed it, provided documents and a selfie through their dedicated service at the online casino. Then they harassed me for a week and accused me of having multiple accounts. I asked for some proof, as this was my only account. Then they emailed me a second verification request, specifically, that I email them a selfie with my passport and my passport. They dragged their feet again, and on March 19, 2026, they permanently blocked my account without withdrawing any funds. Scammers.

I have been playing at this casino for more than 5 months. There were no problems with the withdrawal. At the last withdrawal of funds from 03/13/2026, account verification was requested. I passed it, provided the documents and selfies through their special service at the online casino itself. Then they tortured me for a week and accused me of multiaccount. I asked to provide at least some evidence, because this is my only account. Next, they requested the 2nd verification through the mail, and then to send them a selfie with a passport and a passport by MAIL. They dragged it out again and on 03/19/2026 they finally blocked the account without withdrawing money. Scammers.

Играл в данном казино более 5ти месяцев. С выводом не было проблем. При последнем выводы денежных средств от 13.03.2026 года запросили верификацию аккаунта. Я ее прошел, предоставил документы и сельфи через их специальный сервис в самом онлайн казино. Далее меня неделю мурыжили и обвинили в мультиаккаунте. Я попросил предоставить хоть какие то доказательства, т.к это мой единственный аккаунт. Далее они через почту запросили 2ю верификацию, а имено прислать им НА ПОЧТУ сельфи с паспортом и паспорт. Опять тянули и 19.03.2026 окончательно заблокировали аккаунт без вывода денег. Мошенники.

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Dear sematicas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Attila

Good afternoon.

1) No, none of the family has a fortune jack account.

2) After the withdrawal (it was not the first withdrawal), there was a request for documents. I have successfully passed the document verification. Next, a letter was sent to the post office so that I could send them a selfie + passport (and I passed verification inside the online casino in a special form)

3) The winnings were on the slots. 350 dollars deposit, + 100 dollars win on slots.

Thanks!

Dear sematicas,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Additionally, have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Thank you for your patience and cooperation.

Good afternoon. I forwarded all the letters to you by email. Thank you!

Hello sematicas,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear sematicas,

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, Michal (michal.k@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,

Attila

Hello sematicas,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite FortuneJack Casino to join the conversation.

Dear FortuneJack Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

Dear Michal,

We have sent all relevant evidence via email,

Please let us know if anything further is required.

Kind regards,

FortuneJack

Thank you for all the information and evidence provided, FortuneJack Casino Team.

Dear sematicas,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering and reviewing all the necessary information and evidence, we are rejecting this complaint as Unjustified due to breaching the casino's terms and conditions - multiple/duplicate accounts.

Multiple accounts have been created and used that were linked by certain same personal details and similar gameplay, as you have already been informed by the casino team via email.

Although earlier withdrawals may have been processed to you without requiring a thorough review of your account and gameplay, the casino team has the authority to initiate this review process at any time. It is also important to note that discrepancies are often identified during or following Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures, which are commonly triggered when withdrawals exceed certain thresholds. This is a standard practice across the industry.

As an independent entity, we have reviewed the information and evidence thoroughly, and the casino has acted according to its terms and conditions, as you have been informed by the casino team earlier.

You agreed to the casino rules when you registered your account, and it is your responsibility, just like any other player, to follow them.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority or the appropriate regulatory body in your jurisdiction if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue. Feel free to let me know of the licensing or the regulatory authority decision, should you opt for this route at michal.k@casino.guru.

We are sorry we could not be of more help on this occasion.

I can only recommend that you familiarize yourself with and adhere to the casino rules to prevent similar situations in the future.

Should you encounter any issues with this or any other casino regarding casino games in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru