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Dear FortuneJack Administration,

I am addressing you with deep dissatisfaction and concern regarding the handling of my account in your online casino. I hope that this complaint will be taken seriously, and the issues will be resolved as soon as possible.

My account was blocked on December 23, 2023, and I was told that the unlocking would occur after a successful verification. I immediately started this process and provided all necessary documents. However, despite a successful verification, my account has not been unblocked.

Later, I was shocked by accusations of fraud from your organization. I was informed that I am allegedly connected to at least three other accounts, which contradicts your rules. I categorically deny these allegations and state that I have no other accounts in your casino. Unfortunately, on December 28, 2023, despite my objections and provided evidence, only the deposit was returned to me, and the winnings were nullified.

I kindly ask you to carefully review my situation and ensure that the accusations of fraud are unfounded. I also request the return of my winnings since I am not guilty of the charges brought against me.

Thank you for your attention to my complaint, and I hope for a fair resolution of this situation.

Screenshots are provided as evidence.

Dear atacsgo000,

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.

• Could you please advise how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hello, I registered my account on December 22, 2023. He placed bets exclusively on sports. I didn't accept any bonuses.

I don’t understand why you don’t answer me and help me solve my problem? My winnings were taken from me, my account was blocked and I have no access to it. I kindly ask you to solve my problem and return the money that I honestly won!

Я не понимаю почему вы мне не отвечаете и не помогаете решить мою проблему? У меня забрали мой выигрыш, заблокировали аккаунт и у меня нет к нему доступа. Я очень прошу вас решить мою проблему и вернуть деньги которые я честно выиграл!

Hi atacsgo000,

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?

Was your account previously verified?

Thank you.

Hello, no. It can not be so! My mail belongs only to me and no one from my family has ever placed bids.

I was verified once when I was asked to do so to confirm my identity. It was December 28, 2023

Thank you very much, atacsgo000, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, atacsgo000,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite FortuneJack Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear FortuneJack Casino team,

If I understand it correctly, we are talking about accusations of multiple accounts use or collusion.

Can you please explain it in more detail? Is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

What did the user (and allegedly linked accounts) gain by playing in this way? If it is related only to sports betting and breaching sports betting rules, can you clarify it in short?

Thank you in advance for providing the information.

Dear atacsgo000,

You will likely not be surprised, but I have bad news for you. As was stated by the casino representative, it also supported its claims with sufficient evidence. Unfortunately, there are too many matches and similarities between at least the 2 above-stated accounts to say we are not talking about multiple accounts or collusion. It means a serious breach of the casino's Terms and Conditions.

In addition, as you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but as was mentioned above, we do not have enough insight to take on this kind of issue, and after gathering all the necessary information, it is clear that the allegations relate to sports betting play. Therefore, I am forced to close your complaint as 'rejected'.

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, to ADR, or directly to the authority that regulates the casino.

If it is convenient for you, we can continue our communication through e-mail (branislav.b@casino.guru).

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.

Thank you too, tokash and FortuneJack Casino Team, for your help and cooperation.

Best regards,

Branislav, Casino.Guru