FortuneJack Casino - Povlačenje igrača je odloženo i blokirano.

Fortunejack Casino is refusing to withdraw my money.

I provided all the requested account verification information, but the casino hasn't withdrawn my money. They said they'll conduct another check in two weeks. I wrote back that it's unacceptable to hold my money for two weeks! I demand that you ensure my withdrawal after I provide my information. If you need additional information, you must request it now. I believe the casino is abusing its position and brazenly withholding my money without cause!

I request CasinoGuru to intervene in my dispute and act as an independent party to resolve this matter! If the casino is breaking the law and unreasonably withholding my money, their rating must be objectively lowered! To this end, I request CasinoGuru to intervene in this dispute and render an independent decision.

1. Why did the casino refuse to pay me after I provided the documents?

2. If you have additional demands, on what basis are you withholding my money without further request?

I'd also like to clarify that every email from the casino is accompanied by a provocative tactic, such as, "If you want your money back, you can withdraw your deposit right now, and then we'll block your account." It seems they're trying to scare me, suggesting I take at least something now and avoid criticism.

Demand: After providing all the necessary documents, I demand a refund from my account balance (1077usdt). If the casino refuses, then immediately request new documents. I'm not satisfied with unjustified delays in payment of more than two weeks! This is my money, not yours; give me my money back!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Cheminger, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Do I understand correctly that the verification video call is the last step in the KYC process?

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, 

Attila G.

I've already completed verification by providing them with an online photo of my passport and myself. This was done through a special online verifier. And at the very end, there was a message: thank you, your profile has been verified. At this stage, the verification process has already been completed. But the casino refuses to pay me. They say I'll receive a link to an unknown service on February 3rd. But this statement doesn't guarantee this will happen.

I ask you to call a company representative and explain why you're withholding my money after I've already passed the online verification. If you need additional information, then request it immediately! I also ask Сasino.Guru to participate in the discussion, as I see a clear abuse of the casino's position!

And considering that all my activity on the casino website used only my deposited funds, this is pure winnings that cannot be disputed! Then why is the casino causing all this fuss?

I'm absolutely appalled by what's happening!

On another casino rating site, they wouldn't even let me file a complaint with the following statement: "KIS is sacred - please follow the casino's request, there's nothing we can do."

On the Casino Guru website, they've been ignoring me for three days, even though all I asked was to act as an intermediary for verification due to the casino's clear abuse of power!

My demand was simple: stop delaying the payment. I've already provided all the necessary documents and am ready to undergo any verification right now. But the casino thinks they have the right to schedule a verification in two weeks, that I've been waiting, and that my money, which I won without any bonuses, will be held by them. By the way, there's no guarantee they won't schedule another verification in another three weeks!

In the end, no matter how much I insisted, the casino refused to complete the verification any faster.

The Casino Guru website simply ignored me.

Then I demanded the casino return my deposit. And then it turned out the casino could do it for some reason! User verification suddenly became unnecessary when your winnings were deleted. No, the verification had already been completed! The casino simply decided it wouldn't pay!

As a result, I withdrew my deposit, and my winnings were deleted!

A player who bet his own money, who won fairly, who honestly passed the KOCH, simply couldn't withdraw his money. I had to withdraw my deposit and leave. Just so you understand, all casinos operate like this these days! There's no legal way to stop them from stealing! You'll never understand that casino rules aren't law, and by law, a casino has no right to take away a customer's winnings! Yes, paying $5,000 (or more) for a lawyer to open a case for you just to win your $400 is simply hopeless.

Casino guru, you could have helped me, but you ignored me. Are you going to continue giving high ratings to outright scammers? Or are you going to tell me there's no fraud here, I just need to forget about my money for a long time and wait for the casino to finish its investigation?!

Mark your case as "casino guru doesn't care about my problem, and the casino forced me to give up my winnings." And if you mark it as "solved," you'll be complete idiots!

Dear Cheminger, thank you for your response.

I truly understand your frustration regarding the slow verification process. Please know that the time it takes for us to respond to your request does not reflect a lack of willingness to assist you. You may have noticed the timer in the top right corner, which allows each party involved up to seven days to reply. While we endeavor to respond as quickly as possible, we handle over 1,000 complaints simultaneously, which requires careful investigation and analysis for each individual case.

Unfortunately, since you have decided to cancel your winnings and withdraw your original deposit, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.