FortuneJack Casino - Igračev račun je zatvoren zbog optužbi.

I opened my FortuneJack account on January 11, 2022, and it was little used for some time. After about six months and several withdrawals, I was asked to verify my account. I completed the entire verification process. Then, for about three years, I did not use the account. In June of this year, I started using FortuneJack again. After making several withdrawals, my account was blocked, and FortuneJack accused me of having multiple accounts. I only have one Fortune Jack account under my name. I used their site on a used laptop I bought, but I don't know if the previous owner had an account with this company. The accusation is pointless. I ask that you help me get my money back because FortuneJack has no right to confiscate it.

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with FortuneJack Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Do I understand correctly that you have not been active at all for 3 years in this casino?
• When you started playing after your long break, were you asked to confirm your identity?
• 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.

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,

Katarina

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Yes, I haven't used my account for about three years, but in my opinion it doesn't matter in this case. Verification I made twice : the first time in June 2022, or after about 5 months of use. The second time in June this year. Both verifications were positive. I send correspondence from fortunejack to the following address

Hello,

thank you for your reply.

Is anybody in your household also a player at this casino, please?

Have you ever used a VPN when accessing this casino?

Are you currently accessing the casino from the same device used three years ago?

Looking forward to your reply,

Katarina

No one in my household plays at this casino. I did not use a VPN. I currently use this casino on another computer, a used laptop that I purchased.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you katpie77 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask FortuneJack Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello Peter,

Thank you for reaching out regarding this matter.

The account in question, katpie77, was blocked after a thorough internal review found it to be engaged in multi-accounting, which is strictly prohibited under FortuneJack's Terms & Conditions. Specifically, katpie77 was found to be associated with another account, qurde1979.

This activity constitutes a violation of our rules regarding fair play, and as such, any winnings obtained during this period were considered void. Unfortunately, because the account was found to have actively participated in this activity for monetary gain, the withdrawal associated with this account was terminated.

We understand that this can be frustrating, but these measures are necessary to maintain a fair and secure gaming environment for all users.

If you have any further questions, we are happy to clarify our policies or provide additional information about our Terms & Conditions.

Roronoa

FortuneJack Team

Thank you for the update FortuneJack Casino representative. Would it be possible to provide me with evidence of multiple accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello once again

As requested, we have sent all the necessary evidence and supporting documents regarding user katpie77 to your email for review. Please let us know if you require any additional information or clarification.

Kind regards,

Thank you for providing me with the evidence FortuneJack Casino representative. I have responded to your email, and I await your response!

Dear katpie77, I will keep you updated about any new developments. Thank you for your patience during this time!

Hello Peter,

We have submitted new evidence for your review. Kindly check it.

Thank you,

Dear katpie77,

The casino has provided us with significant evidence indicating the involvement of another individual who has an account at the casino in your verification process. This raises substantial concerns regarding the authenticity and validity of both accounts in question.

As you are aware, strict compliance with verification procedures is a fundamental requirement of the industry, designed to ensure fair play, security, and adherence to regulatory obligations. The presence of one individual in another person’s verification call undermines these standards and constitutes a serious breach of policy.

In light of these findings, we consider the measures taken by the casino to be both appropriate and justified. Accordingly, we must formally reject your complaint. We appreciate your understanding in this matter and strongly advise careful adherence to the casino’s terms and conditions in any future interactions. Should you require further clarification, please feel free to contact us.

Kind regards,

Peter