FortuneJack Casino - Nalog igrača je zatvoren sa odloženom isplatom.

The casino accepted my 60k feature buy. After wining the casino refused too payout me the whole amount because of that I’m left out of pocket approve 400k. They blocked my account and refused too help esculate my complaint. They care little about responsible gambling

Dear OssieBJ,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please specify the feature buy?

Has the casino provided any reason for the account block?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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.

Best regards,

Dominika

Hi Dominika,

thank you kindly for responding to my complaint. I will try answer your questions as clearly and straight forward as possible.

i have made successful withdrawals previously and yes i have successfully passed KYC. I have been a player at fortunejack for few years. Never had an issue with them and never gave them grief. In total I have deposited and lost approx 800k prior too this win. This win would have come too breaking me even. I’m absolutely mortified the casino has decided too turn their backs and leave me so deeply out of pocket. Their excuse been that they have a hidden claus in their terms and conditions stating they have a 300k max win payout. There’s terms are in violation of fairness but also conflicts with the max win provided in the games terms and conditions which clearly state max win of 25000x.

I argued that throughout the months leading up to my win fortunejack were displaying customer wins that far exceeding this 300k some up too a $mil, they blame a glitch for displaying the wrong amounts.

I then pointed out that the terms were added recently and well after I signed up and was not informed or agreed too any such clause. The casino then on 3 occasions by 3 different employees confirmed the date I signed up which conveniently was after the date they claimed the clause was added to their terms and conditions. I was able too luckily retrieve some old screenshots that contradict the date they claim as my screen shots have time stamps that are before the date the casino claims I signed up. This shows the disappointing deception the casino is willing too go too in order too cover the truth and leave me in final ruins rather than treat me fairly and pay me out what I am entitled too. All other casinos max win clause reflect with the games max win. No other casino accepts such large bets if they are not willing too pay it out. There was no warning prior too buying the 60k feature that the win will be limited too 300k. Consumer laws see each bet made as a contract and the contract must be honoured. In this case they accepted my bet and therefore should honour payment. The screen shots I have provided you are in the following order so you can understand what they are.

After all things failed the casino then tried pulling the prohibited country card stating they don’t accept players from Australia even though they had completed a KYC verification and had all relevant documentation too confirm I was playing from Australia but in addition it was fortunejack staff that guided me into using a vpn in order too use the site with no interruptions.

1. The win

2. Staff confirming date of sign up

3. Second staff confirming date of sign up

4. Evidence showing screenshot of my account with dates earlier that they date they provided.

the very ltc address displayed in screen shot number 4 will prove I made deposits too fortunejack before the date of registration they are claiming.

since providing the proof too fortunejack they have displayed a real imbalance of power and treated me very badly and fair from the fairness they promote.

I really hope fortunejack doesn’t choose too ruin the integrity of the online casino for their own benefit. This is not even considered a win. It’s a chance too get back my hard earned money I stupidly deposited and lost on fortunejack and fair and square won it back.

Hello? Haven’t forgotten about me have u lol

Dear OssieBJ, could you please forward any relevant communication along with your game history in Excel format to dominika.l@casino.guru? Please advise the exact time of the incident.

Hi Dominika thank you for your response. I have attached as many responses as I could find but basically fortunejack would give me the same response no matter what. Felt like they weren’t taking anything I had too say seriously.

in terms of the game history you requested. Is there a specific time frame you wanted? Due too been blocked from the site my ability too provide information is limited. This is something fortunejack should be able too provide.

I can however confirm that many many times I had purchased max bet features and almost every time the result would be a massive financial loss too me. No one ever complained then. And no one would have cared if I lost the 60k feature I purchased. I found it very disappointing that fortunejack despite my 800k in net losses would try too enforce this illegally placed clause in their terms and conditions. I would also like to point out the fact fortunejack tried too blame blocking my account on their prohibited countries clause yet I can confirm my friends who reside in the same country still play at fortunejack and the host team actively try convince them too deposit and keep playing often offering various bonuses etc. fortunejacks actions have bought shame on the online casino world.

you will be able too see a list of excuses and straight out lies from the casino. Iv listed a few below

1. They claim a technical glitch for displaying high wins for customers above the max win

2. That I signed up after the clause was added to the terms and conditions even though I have screen shots that contradict those dates

3. Fortunejack breaching rules by not helping me esculate my complaint instead they just lock me out and for months have misled me and neglected too tell me that I’m wasting my time waiting on the regulators that won’t do anything too help

Also just too confirm the exact time for you, all the details of time, date, amount and Game ID number is on the screenshot attached

Dear OssieBJ, have you received the game history in Excel format from the casino?

No. That would require fortunejack too treat me fairly. Help me as a customer and actually respond too my emails or respond via chat. I do how ever have the figures for the months.

as you can see. Fortunejack will too take larger number of deposits but don’t wanna pay. Iv requested the info but no response as usual. But then again they are also ignore a judgement made ordering them too pay a player from the courts but they have little concerns for doing the right thing by any player they owe money too. Perhaps you guys could have better luck requesting the info. I give fortunejack authority too send the info too you

Dear OssieBJ, could you please provide evidence to support your request for game history in Excel format from the casino? My email address is dominika.l@casino.guru.

Yes sure

Dear OssieBJ, kindly forward the email to my email address dominika.l@casino.guru.

Iv sent that too you now

Dear OssieBJ, have you received the game history in Excel format from the casino?

Hi Dominika

As you can see fortunejack have continued too ignore my efforts too recieve the information you have requested. I have sent a follow up email and CC you in. The email was sent too fortunejack support and my host at the time my account was u justly restricted. Assuming fortunejack continue ignoring me, what’s the next step forward?

Thank you very much, OssieBJ, for providing the necessary information. 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 OssieBJ 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 OP, Peter and the CasinoGuru team. 

Firstly, I would clarify that the reason behind OP not being able to withdraw was not their account being blocked. The OP was unable to withdraw the amount ($368,390) because that portion of the win was automatically deducted due to Section 9.8 of our Terms and Conditions(see attached "image1"), which states that the maximum amount a user can receive from a single bet, spin, bonus round, or free spin is 300,000 Euros, equivalent to 325,000 USD at that time.

Any amount that exceeds 300,000 Euros in a single bet, spin, bonus round or freespin, automatically gets deducted. This is not a manual process where we decide to take away a portion of the win; it’s an automatic process where the amount above 300,000 Euros gets deducted. 

OP alleges that this rule was added after they signed up, which is not the case. This section has been in our Terms and Conditions since 2020. On this archive link, dating back to May 2020, you can check out section 8.6, and you will be able to see the abovementioned rule.

OP registered on our platform on 2021-10-11. 

OP provided a screenshot dated June 2021, claiming an attempt to deceive was made from our end, and the registration date we provided to them is incorrect. I will now attach a screenshot from our system confirming their date of registration. You can see that OP registered on FortuneJack at least more than a year after the rule about Max Payouts was introduced.

OP also argues that we regularly displayed wins exceeding the 300,000 EUR amount. Admittedly, there was one time we had a visual bug that showcased a win that was bigger than it was in reality, but that bug was fixed in May of last year.

In addition, I would like to emphasize that the "Recent Big Wins" tab on our website doesn’t exclusively showcase single bet wins, it also showcases amounts won during an entire session. Your win can exceed 300,000 Euros during a session, the rule only applies to a single bet or spin, including any single bonus round or free spin.

Regardless of what the max multiplier may be on a specific game, if a single bet win exceeds 300,000 Euros, the amount above that will be automatically deducted. This rule applies to every single user on our platform and has been in place for many years, and that is why OP received $325,000 from their win. We acted in accordance with the T&C.

Also, I believe our team have sent the game history to OP.

Thank you.

Good morning thank you for finally taking the time too respond. I feel like I have been mistreated by fortunejack. I will attempt too respond too your response in order of relevance.

1. Fortunejack has fail too provide a valid reason as to why my account was blocked. I did nothing wrong but raise my concerns.

2. Why did FortuneJack mislead me too believe I could raise my complaint with regulators when they knew my complaint would be pointless due too FortuneJack changing jurisdictions and regulators. Fortunejack led me a stray for months trying too make a complaint only to find out the new regulators had zero concerns in way of holding FortuneJack responsible for events that occurred prior too granting them with their new license. It clearly states in your terms and conditions that it’s FortuneJacks responsibility too esculate unresolved complaints. Instead you guys left me high and dry.

3. FortuneJack claims I signed up too the site on the 11/10/2021 but iv clearly provided screen shots that clearly contradict this date. Time stamps on photos and screenshots can not be altered. Not too mention the LTC address provided in the screenshot below clearly proves that their was funds send too that address before the date FortuneJack claim I registered. Here’s the LTC address issued by FortuneJack so you can confirm the info I am providing

MDusEiL9wYKHXhKQ9XN6owTPgN82vrZARx

i could make this stuff up if I tried.

4. The max win clause is unfair. The casinos max win should be relative to the max bet allowed too be placed. There was no warning prior too buying a 60k feature that i have no opportunity too win over 300k. No one in their right mind would risk 60k too win 5x their investment. It also means unlike all players who buy lower features get too win max win on the game yet the higher betting players are disadvantaged by having the same max win limit as someone only buying a 12k feature.

when a player places a bet and a casino accepts the bet that forms a legal contract. It means I was willing too loose the money and by fortunejack accepting the bet without any hesitation or warning that any win over 300k would be deducted from the balance. Then consumer affairs and regulators deem this a valid contract. The casino must pay the win in full. The hidden clause in your terms and conditions is deemed invalid and not enforceable.

In reality I would have achieved the same outcome if I had only spent 30k on buying the feature 693390/2=346,695. This means I would have saved myself 30k if fortunejack.

from the excel spreadsheet I have recieved. The win from the 60k feature seems to be missing.

what is evident on the spreadsheet is fortunejacks willingness too accept 10k 30k and 60k feature buys without the willingness too pay out. Many of the max bet wins were loosing bets. These bets should be deemed invalid and returned if fortunejack claim that they would not have paid out the wins exceeding 300k.

what i find most concerning is fortunejacks willingness to accept deposits of 5k, 20k, 30k and 60k without any concerns or any responsible gambling trigger yet they want too impose a restriction on my win? This is far from fair and a clear breach of responsible gambling and regulators rules.

Regulators rules state that a casino may impose max payouts IF and only IF the financial stability of a casino may be effected.

this is not the case here because paying out the whole win would simply mean I break even. Fortunejack have accepted $3.5 mil in deposits and processed $3 million in withdrawals that’s a whooping 500k im out of pocket. Paying me my win will not have any effect on the casino.

the win was paid out in full by the game provider. This means that fortunejack is trying too pocket 368k from my win and willing too leave me in financial ruins. This is morally and ethically wrong.

Fortunejack needs too step up and save the integrity of the industry and pay my win.

if fortunejack is not willing too pay my win then I request a refund of every bet placed that would be deemed invalid due too have wins that would exceed the max win limit of 300k. I am happy too go with which ever option is cheapest for fortunejack.

let the public see that fortunejack is willing too take such large deposits and impose illegal win limits and the player has no leg to stand on because of the imbalance of power

In regards too the so called bug that was displaying wins that exceed the max win limit. If fortunejack claim no such win ever existed then the so called bug would have never had the ability too display such wins. If the bug really did exist. Fortunejack had the responsibility too notify all players that the wins displayed were caused by a bug and should not be relied upon when making bets. I myself relied on this information when carefully considering whether I should make such a large risky bet. This is deemed false and misleading advertising. Below are 2 months of wins exceeding the 300k. That’s proof that your so called bug stretched over at least 2 months but I’m certain I saw wins exceeding the limit days and weeks before my win

. 

Below I have added a couple cases studies that show the results of players taking casinos too court

in the first example you will see that the judge ordered the casino too pay regardless of their attempts too argue that there was a technical or vision glitch

here you can see a judge siding with the players who argued that the Casino offered its services too players outside of it’s jurisdiction. Going down this avenue could be a quite a lengthy and expensive alternative for both parties. But as you can see our positions are quiet similar.

it’s quiet disturbing that fortunejack will try use certain parts of their terms and conditions too their advantage.

if fortunejack wants too stick to the terms and conditions then let’s focus on the fact that fortunejack have breached their terms and conditions and AML obligations by allowing players like myself too play from prohibited countries after completing KYC

my point is fortunejack that iv been an honest a loyal player too your casino. What you continue too do is unethical. I’m all for online gambling. Iv

Please consider the terms and conditions

1.8. The terms and conditions of our game and service suppliers shall complement the Agreement as long as they are not in conflict with the Agreement.

The game Sweet Bonanza 1000 clearly stated max win too be 25,000x

as the max win clause is in direct conflict with the game providers max win it would be logical too assume the max win presented too me upon making the 60k buy would be the one that should be given priority.

On 19/10/24, I used real money funds—not bonus credit—to purchase a feature buy costing the equivalent of 60,000USD on FortuneJack.com. Following this bet, I won a substantial amount exceeding 300,000USD (693,360USD)FortuneJack subsequently removed the amount exceeding this threshold, citing Clause 9.8 of their Terms and Conditions.

In my defence I state the following,

1. Clause 9.8 Is Unfair, Hidden, and Therefore Unenforceable

Clause 9.8, which limits a player’s maximum win to $300,000, is presented in a general Terms and Conditions document and was not made clear or visible at the time of gameplay, especially in relation to high-stakes real-money bets. There was no in-game warning, prompt, or notification informing me of this cap prior to the purchase or execution of the $60,000 feature buy.

This violates key consumer protection principles, including:

• Transparency: Terms that significantly affect a player’s rights or outcomes must be presented clearly and prominently, especially where large financial stakes are involved.

• Fairness: Limiting real-money wins post-spin—without any prior indication—constitutes a deceptive and unfair practice.

2. Clause 16.2 of FortuneJack’s Own Terms Supports Severability

FortuneJack’s own User Agreement (Clause 16.2) states:

"If any part of the User Agreement shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable…"

In this context, if Clause 9.8 is found to be unenforceable under applicable law—due to unfairness, lack of transparency, or deception—then Clause 16.2 allows for it to be severed without invalidating the rest of the agreement.

Thus, enforcement of Clause 9.8 in this scenario is incompatible with the spirit and intention of the User Agreement itself.

3. The Platform Allowed the Win

The gaming system permitted:

• The feature buy for 60,000USDT

• The full win outcome, including the amount above 300,000USDT

• The full winnings to be reflected in my account prior to manual intervention.

This proves:

• The game mechanics and staking limits do not support the imposed $300,000 cap.

• The cap was enforced after the fact, violating the player’s reasonable expectation and the trust inherent in fair gambling practices.

4. I Played Without a Bonus

At the time of the feature buy and win, I was not operating under any promotional bonus, and all funds wagered were real-money deposits. Thus, FortuneJack’s justification for capping wins—typically used to mitigate bonus abuse risk—is not applicable in my case.

5. Jurisdictional Considerations

In almost all jurisdiction (e.g., EU or EEA member states), such a clause may also breach Unfair Contract Terms legislation and consumer rights directives. Even under more permissive licensing bodies (e.g., Curacao), the practice of not disclosing win limits during high-stakes real-money play is ethically questionable and legally challengeable.

Conclusion & Request for Redress

For the above reasons, I assert that Clause 9.8, as applied to my real-money win, is unlawful, unfair, and unenforceable. I respectfully demand:

1. Immediate reinstatement of my fortunejack account reflecting the balance of the withheld winnings of 368,360USDT in the currency at the time of the event.

thank you for your tie

I would Also like too add some examples of the max bets on the same game at other casinos. None of which have a hidden max win clause because the max bet is in line with the games max win. I can’t find a single casino who have imposed similar limits too max wins like fortunejack has.



below is also screenshots of fortunejacks latest and current promotions page which clear shows fortunejack promoting and boasting about max wins opportunities that are displayed in the game it self. There is no mention of max wins or any warnings to players that fortunejack will deduct any amounts won exceeding 300k.

as you can see fortunejack is actively promoting while been deceptive by not warning players. Esspecially ones classified as "high rollers" about having wins over 300k deducted. I find it too be quiet negligent and causes me stress too think fortunejack was more than happy too keep accepting an unlimited amount of loosing max bets but would very quickly impose a limit on what I can win back.

this also brings into question fortunejacks obligations and commitments towards responsible gambling practices. Fortunejack failed too interact with me given the sheer volume of my deposits lost and size of my bets.

these are important factors too consider when determining fortunejacks legitimacy as an online gambling site safe too play on.

Hello OssieBJ,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter 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 Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

That’s not exactly what I was hoping too hear when I have the stress of been out of pocket just under 400k. What’s worse is fortunejacks lack of response or empathy towards players or care towards their responsible gambling obligations. 6 months all iv heard from them is the same old line referring too the hidden clause that’s not enforceable. Just ask your lawyers the likelyhood of that condition upholding in any courts. Why doesn’t fortunejack make the effort to discuss my counter arguments too their deception. Their actions are unjustified and predatory. They slowly robbed me of everything over the years then when finally my efforts paid off they try cap/trap on my win. When really the only cap that should have been in places where fortunejack had a responsibility too do so was the amount I deposited and lost. Fortunejack keeps claiming they are the "pioneers" in the crypto online gambling industry and boasts about having over 1 million active players and also prides themselves on fairness when in reality they are committing such a breach in regulations. This complaint is a prime example as to why online gaming is soo widely scrutinised by people. It’s this kind of behaviour casinos like fortunejack give the whole industry a bad imagine. They are a casino. They earn 10s of millions a year but I’m one person who put all my money into fortunejack and had faith that if I was too win big they would honour that win. Instead they have made it a struggle for me too get through every day.

This is quite disappointing tbh. My complaint has been on going since 19/10/24 when fortunejack first set its sights on taking advantage of me. The value of my complaint is the largest on the site and I get assigned too a complaint specialist whose gone on vacation. Can we not assign some else too deal with the matter a little faster please. This is causing me a lot of stress. Iv been robbed 368k and fortunejack is doing nothing about it. This is why online gambling has a bad name and isn’t allowed in legitimate counties and jurisdictions. Fortunejacks actions is exactly why the industry needs tighter regulations too protect players

Hi there

sorry just doing a follow up. This is the 2nd week casino guru have not responded within the 7 day time frame.

Can I ask why the biggest complaint in dollar value was assigned to someone on vacation? As if the delays from fortunejack isn’t causing me enough stress but now I don’t even get responses from casino guru which leads me too believe I will not recieve the fair outcome and help I need

Hello OssieBJ,

I’m sorry to let you know that Peter has experienced unexpected health issues and is unable to continue handling your complaint. To ensure you get the support you need without further delay, I’m transferring your case to Kubo (jakub.m@casino.guru), who will be your new resolver. Kubo will reach out to you shortly with the next steps.

Thank you for your understanding and patience.

Best regards,

Petronela

Casino.Guru

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear OssieBJ,

My name is Kubo, and I’ll be taking over your complaint. Please allow me a bit of time to review the specifics of your case. I’ll get back to you later today and continue working on the resolution process.

Thank you for your understanding and patience.

Dear OssieBJ,

I’d like to share some findings following the casino’s recent response. The casino has provided evidence that the rule regarding the maximum win per spin has been part of their Terms and Conditions already in May 2020. Therefore, it was neither introduced after your win nor concealed from players as you suggested.

Dear FortuneJack Casino,

Thank you for the information you’ve shared so far. However, we still haven’t received any explanation regarding the reason for the account closure or the current restriction placed on the player’s account. Could you please provide further clarification on this matter?

You’re welcome to share any relevant details either publicly in this thread or privately via email at jakub.m@casino.guru.

Thank you for your continued cooperation.

Kubo. You have completely ignored all my valid points. The clause is hidden. The clause violates consumer and contract laws. The clause is unfair. I’m out of pocket 400k in deposits. Fortunejack pocketed more from my win risk free. The game provider paid the win out. It does not effect fortunejacks financial stability. There’s no law restricting fortunejack from paying the full win.

Gurus Position

If win limits are required by laws or regulations, we tolerate them. We accept them as a necessary evil. We would like to see them gone, but we understand that casinos need to follow regulations.

If a casino applies a win limit that is not required by law, we approach it differently. If the casino's voluntary (i.e., not required by law) win limit is very high (€500,000 for example), we still don't approve of it, but we are able to tolerate it in most cases (depending on the specifics of the limit), as long as it doesn't apply to progressive jackpot wins.

If a casino voluntarily applies a lower win limit, we decrease its Safety Index and warn players against the casino's restrictive win limit.

casino guru does not agree with such unfair rules. Fortunejack has no reason too have this in place. They just straight out stolen 369k the game provider paid me for the win. This is a dodgy practice too increase profits in a hidden corrupt way. Gaining financial advantage by deception is a serious criminal offence.

iv attached an email sent from fortunejack before the date of sign up. It proves that they were accusing my partner of having two accounts but later accepted that my partner’s account was separate too my account.

how do you explain that one? The only reason my partner even signed up was because I recommended it. The dates prove we had accounts before the dates fortunejack is lying about. Changing customer data is fraud.

Gubo perhaps you are unaware of casino gurus views on unfair clauses. Iv attached for your reference

Our position

We do not tolerate any hidden or predatory rules because they are unfair towards players and put them at a disadvantage. If we notice them during our review process or if they are brought to our attention through a player complaint, we decrease the Safety Index and also try to get the casino to start behaving fairly if it's within our capabilities.

When it comes to deciding whether some clauses are predatory or not, we rely on our judgement and experience, as well online gambling best practices we are very familiar with.

The T&Cs should be written clearly so that they are easily and exactly understood by players. The entire system should be set up in a way that doesn't allow players to break the T&Cs unknowingly. All rules should be listed in one place (in the T&Cs), and they should not be unfair and/or predatory (see examples of hidden and predatory rules below).

Our recommendations for casinos

Every single rule that players are required to follow should be stated in the casino's general T&Cs or in the Bonus T&Cs of each bonus. The casino should never try to apply rules that are not stated publicly, as players have no way of knowing about them.

What's more, all rules should be in line with fair play. Most players don't read the Terms and Conditions before creating an account, so they will not notice a predatory rule by themselves. Help them gamble safely by only implementing fair rules. Make sure the T&Cs are simple and easy to follow, and don't try to make up rules that can be misused against players who haven't done anything wrong.

clearly says that no unfair predatory rules should be listed. Fortunejacks terms and conditions are not in line with industry standards or regulations. No other casino has this in the clause. There is no reason for players too assume it would be on fortunejacks site.

according too casino gurus codex and definition of fair casinos

Definition of fair casinos

A 'fair casino' is an online casino that:

Pays out all legitimate winnings

Doesn't have any unfair clauses in their Terms and Conditions (T&Cs) (more on this later in the article)

Doesn't use any deceitful practices to trick players

Enforces restricted countries (doesn’t allow players from them to create an account or play from a restricted country) and restricted bonuses (only gives bonuses to eligible players)

fortunejack has breached every rule. According too casino gurus point index. Fortunejacks ratings should pretty much land them on the casinos blacklist

here’s proof of fortunejack willing too take all my money but when it comes too paying my win they want too display bad sportsmanship and pocket my win.

Furthermore based on my level of game play I should have been rightly invited to vip status where I was entitled too better bonuses and bigger cash backs on losses but instead they just changed the name from yatch too elite club and made it out like I’v moved up. Just more shady events too rip me off a few thousand in cash back on losses. if 3.5 mil in deposits doesn’t get me vip then what does? All I got was short changed 369k and a blocked account for no reason at all besides asking questions about the fairness of taking 369k from me

Here is more evidence I had my account before the date claimed by fortunejack.

Time stamped a month before the date. Just because fortunejack provided some page with a date doesn’t mean it’s automatically correct. Site owners can make up what ever they want. What you can’t do is change the time stamps but you can also look up what year those games were played when I bet on them.

fortunejack has taken 400k in deposits and then pocketed 369k from my winnings. So they are up 769k while as a single player I’m left out of pocket 370k. Is disgraceful. People should be careful of this casino and casino guru should rate them accordingly on the site

Hello, Kubo.

Firstly, we would like to point out that the Casino is the one that pays out and is responsible for the winnings, not the game provider. The suggestion that the Casino took the 369K from the win and netted it as profit is simply not true; that amount got automatically deducted, as I’ve explained in my previous response.

Any amount that exceeds 300,000 Euros in a single bet, spin, bonus round or freespin, automatically gets deducted in accordance with our Terms and Conditions.

Secondly, in a reply posted on April 4th, OP provided a screenshot with an "LTC address issued by FortuneJack", as said by OP, thus claiming that the sign-up date we have provided and showcased is incorrect. That wallet address belongs to a different user on FortuneJack, not to OP’s "OssieBJ" user (I have sent proof on e-mail).

The sign-up date that we have provided is the correct one, OP signed up on our platform after the introduction of the above-mentioned term.

Regarding OP’s account closure - Our team decided to close their account due to OP’s dissatisfaction with the services we’ve provided to them and the feedback we constantly received. After conversations with their personal account manager, we could see that OP was dissatisfied with us in multiple areas, such as : Prize Money and Cashback Calculations, Terms and Conditions, their level ("Rank") on the website, etc.

Thank You

well then fortunejack own staff were lying because multiple times when my withdrawals were delayed and I would ask why. Including the delay of this event. Staff excuse would be that they are awaiting too hear back from game provider as they are the ones paying out wins.

but that doesn’t change the fact the game paid out what it’s taken in. So it was at no burden too fortunejack too pay me my win. If u can’t hack paying out wins then limit ur bets accordingly. Don’t act shady and accept maximum bets all day long then hide behind an unlawful clause. Thats bad business ethics. Did u ever hear me have a cry about loosing 800k in net deposits? But u guys such a pioneer in the crypto industry every so fair wanna limit the win. I’m doubting after I won fortunejack deducted the amount over 300k and put it back into the prize pool for the next player too win. And if that was the case then u have treated me unfairly. U guys have responsible gambling obligations u didn’t meet. All you wanted was to take my money as quick as you could. But I risked 60k and deserve my win. The law doesn’t give a crap about your unlawful unenforceable term. It’s a breach of contract and consumer laws. It’s a disgrace too the industry and you should be shamed for pocketing my deposits illegally and robbing me of my win unfairly.

of course I was dissatisfied with the service. I was robbed 369K anyone would be dissatisfied and the host was frustrating because she explained how cash back works 4 times. Each time changing the calculation too suit herself. Completely misleading and misinformed info.

also ok maybe the ltc address was my partners. It’s hard too tell but that does change the fact she received an email before the sign up date and she signed up after me.

if fortunejack is so hung up on the terms and conditions and won’t consider dropping the clause on this occasion given the amount of money I’m out of pocket then ur in breach of your AML rules and breached the prohibited countries terms.

this proves how shady fortunejack is because they pick and choose which parts of the terms and conditions too follow depending on what benefits them the most. With total disregard too any laws or concern for players well being

Hi does it usually take this long too resolve complaints?

I would like too point out that no slot game would ever pay out more than the RTP % it’s set too. The game paid out what it had too pay out which is proof that the games offered by fortune are taking in over 690k in deposits without paying anything out. That doesn’t sound like a legitimate or fair casino at all. And then when a player does decide too risk buying max feature. Fortunejack straight out robs them more than half the win. I deserve the win and the full amount. I deposited and lost my life savings. I finally won it back and instead of fortunejack been happy for me they prefer too rob me and leave me too struggle. What sort of human beings do that too people?Such greed and corruption

Dear FortuneJack Casino,

Thank you for your clarification and for your cooperation throughout this process.

Dear OssieBJ,

Thank you for your message and for raising your concerns. I’d like to take a moment to address them carefully and provide some clarification.

First, regarding your question about complaint resolution timeframes - these can vary significantly depending on a number of factors, including the complexity of the case, the responsiveness of the involved parties, the availability of supporting evidence from both sides, and the current workload and utilization of our complaint resolution team. While some cases are resolved quickly, others may require more time to ensure a fair and well-informed conclusion.

Second, please rest assured that your points have not been ignored. The clause in question is not hidden; it is publicly available in the casino’s Terms and Conditions. While I understand your frustration, the claim that this clause violates consumer or contract law has not been substantiated, nor have you provided references to specific legal frameworks to support it. Additionally, it’s important to note that online gambling is officially prohibited in Australia, which does complicate any potential legal argument based on local consumer protections.

Regarding the terms of your agreement with the casino - by registering and playing there, you agreed to the Terms and Conditions in their entirety, including the maximum win limit. The casino is under no legal obligation to pay winnings beyond what is defined in those terms, and no existing regulation compels them to do so otherwise in this case.

To clarify another point: winnings are paid out by the casino, not the game provider. Game providers supply the games but do not process or distribute funds. Therefore, the casino has not "withheld" money sent from the provider; they are simply enforcing the limit outlined in their own terms.

I appreciate your reference to Casino Guru’s position on win limits. You are correct that we take a critical view of such limitations when they are not required by law or regulation, especially if they are low or poorly communicated. In this case, however, the rule is clearly outlined in the Terms and Conditions under clause 9.8 and has been in place well before the date of your win (October 19, 2024). While we do consider this type of limitation to negatively affect a casino’s Safety Index, it doesn’t automatically render the practice unfair to a level that would allow us to rule in your favor.

Regarding your attempt to demonstrate an earlier registration date, I must stress that this detail is irrelevant to the case. The clause regarding the maximum win was already active prior to the date your win occurred. Additionally, the screenshot you submitted was determined not to belong to your account, and your later admission that it may have belonged to someone else (possibly your partner) undermines its validity as supporting evidence.

As for our Fair Gambling Codex, it’s true that we oppose hidden or misleading rules. In this case, however, the rule was not hidden - it is clearly published in the Terms and Conditions. While we don’t agree with such win limits, we recognize that many online casinos implement them. Unfortunately, the fact that this came as a surprise to you does not invalidate the rule, nor does it obligate the casino to make an exception.

With that in mind, I regret to inform you that we will not be able to assist further in this particular case. The maximum win limitation was present, clearly stated, and agreed upon at the time of your registration and at the time of your win. Based on these facts, we see no grounds to pursue the matter further.

For future reference, I strongly recommend reviewing a casino’s Terms and Conditions thoroughly before playing - particularly sections dealing with win limits, bonus terms, and withdrawal policies - to avoid similar issues.

I appreciate your understanding, and I'm sorry we couldn’t provide a more favorable outcome in this instance. Should you experience any other issues with this or any other casino, please don’t hesitate to contact our Complaint Resolution Center. We’re always here to help.

Best Regards,

Kubo