FortuneJack Casino - Igrač tvrdi da mu je isplata odložena.

I made a withdrawal of 300 euros and 100 euros. The 100 euros was credited to my account the next day. I still haven’t received 300 euros. Their customer service kept saying to wait for an email and call my bank. I called the bank for an update as they requested. But they couldn’t see the payment and when I told this to customer service they did not say anything. I passed kyc and I also received the 100 euros which I withdraw AFTER the 300

they said they have approved the payment. They also said it would be the same day as the other withdrawal. This was 10 days ago now

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Dear Jrm.mess,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Jrm.mess,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

This still has not been solved. They have fully approved kyc and said they have sent it. I have sent bank statements to them to show this hasn’t been reflected

Dear Jrm.mess, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Dear Jrm.mess,

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.

I have forwarded emails to you. This is still ongoing and I have not been able to get a response from them since.

they said to get a trace from my bank but my bank informed me they are the only ones who can do this. I’ve asked multiple times and they still have not done it

I’ve made a successful withdrawal before.

I’ve not participated in any bonuses

I’ve bet on sports

ive passed kyc

Dear Jrm.mess,

Thank you very much for your update.

Could you please share a screenshot from your casino account showing the current status of your pending €300 withdrawal?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Jrm.mess,

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,Ayberk, (ayberk.a@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,

Karla Mayfly

Hello Jrm.mess,

My name is Ayberk, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear FortuneJack Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Ayberk

I spoke to the casino again today. They refused to help me trace the payment again. Saying I need to contact the bank. I did the via call which they said to contact the merchant and I’ve done a web chat to confirm their stance on this.

they have done everything possible to fob me off at every opportunity the casino and would not recommend them to anyone

Hello Ayberk,

Thank you for your reply.

We conducted an internal investigation regarding the Jrm.mess account. Based on our records, the €300 withdrawal was successfully processed and delivered from our side.

It is possible that the issue is related to the receiving bank. If needed, we can privately share proof of the successful transaction via email.

Please let us know if you require any additional information.

Thank you.

My bank has confirmed to me many times that you need to set up a forward trace. This is something they cannot do only yourselves. They’ve also told me the payment if it has any issues will take 5 business days. This has been an ongoing thing for over a month. Please as I’ve requested and shown you proof many many times set up a forward trace to see where the money has gone. Thank you

Dear FortuneJack Casino,

Could you please provide evidence that the payment was successfully sent? You may send the relevant details directly to my email at ayberk.a@casino.guru.

Hello Ayberk,

The proof of payment has been sent to the email address provided. Please check your inbox.

Best regards

Payment still not received on my end. Please trace the payment! I don’t understand why you are being so difficult about this

Dear Jrm.mess,

Could you please provide us with an update regarding the outstanding payment? Have you received the funds since your last message, or has there been any further progress regarding the withdrawal?