FortuneJack Casino - Račun igrača je zatvoren, a sredstva su zadržana.

Hello, I have the following problem: I deposited funds at Fortunejack around March, played, and won some money. I then requested a withdrawal, but I didn't notice that it was never processed. Months later, I only saw that Fortunejack had sent me an email asking me to verify my identity. I overlooked the email, and by then it was too late for verification. The casino closed my account and withheld my money. The casino isn't responding to my emails and isn't giving me the opportunity to complete the verification and withdraw my funds. I find it completely unfair to be penalized like this simply for missing an email. Fortunejack states that withdrawals are processed instantly and without KYC, so I assumed the withdrawal was processed immediately and didn't notice anything amiss amidst my other cryptocurrency transactions.

I'm happy to complete KYC if the casino gives me the option. Thank you for your attention.

Hallo, ich habe folgendes Problem und zwar ich habe so ungefähr im März bei fortunejack eingezahlt und gezockt und etwas geld gewonnen. Ich habe dann eine Auszahlung beantragt und mir ist nicht aufgefallen, dass diese Auszahlung nie bearbeitet wurde. Ich habe dann erst Monate später gesehen dass fortunejack mir eine Email gechickt hatte, mit der Bitte dass ich mich verifizieren soll. Die Email habe ich übersehen und dann war es zu spät für die Verifizierung. Das Casino hat mein Konto geschlossen und mein Geld einbehalten. Das Casino reagiert nicht auf meine Emails und gibt mir nicht die Möglichkeit die Verifizierung zu machen und mein Geld auszuzahlen. Ich finde es absolut unfair, dass man so bestraft wird nur weil man eine Email übersehen hat. Auf fortunejack steht dass Auszahlungen instant und ohne KYC bearbeitet werden, daher bin ich davon ausgegangen dass die Auszahlung sofort bearbeitet wurde und ist mir zwischen den Crypto Transaktionen nicht mehr aufgefallen.

Ich mache gerne das KYC, wenn mir das Casino die Möglichkeit gibt. Danke für die Aufmerksamkeit

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the email you received from the casino requesting that you verify your identity? My email address is veronika.f@casino.guru.
• Which documents were you asked to provide for your KYC verification?
• Did you receive any follow-up emails from the casino? If so, kindly forward them to me as well.
• When exactly was your account closed?
• When was the last time you contacted the casino regarding the verification of your account and its closure?
• What types of games did you play to accumulate the winnings you were trying to withdraw?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika