FortuneJack Casino - A conta do jogador está suspensa devido a problemas contínuos com saques.

Dear FortuneJack Support Team / Dispute Resolution Team,

I am writing to formally address the ongoing issues regarding my account suspension and the subsequent video verification process. I have consented to the video call to withdraw my funds, but there have been serious communication errors and procedural unfairness on your side.

I request an objective review of the following facts based on our email history:

1. The First Verification Attempt (Failure due to your delay and unnotified rules)

The Agreement: Both parties agreed on a specific date and time using Microsoft Teams. I was told that the meeting link would be sent 30 minutes prior to the scheduled time, and I had installed the app in advance.

The Issue: You failed to send the link on time and were significantly late. Because you broke the promise, I resumed my daily routine and welcomed friends into my room.

The Result: When the call finally started, you abruptly informed me that no third parties were allowed in the room. This rule was never disclosed to me prior to the call. Due to your delay and lack of advance notice regarding this policy, the first attempt failed.

2. The Second Verification Attempt (Date dispute and sudden app change)

The Agreement Date: On June 30th, we discussed scheduling, but the date we officially agreed upon for the second call was July 6th.

Your Misunderstanding: You have repeatedly and falsely accused me of failing to attend a meeting on June 30th. I have reviewed all email correspondence, and it is 100% clear that you are mistaken about the agreed date.

The App Change Without Notice: On July 6th, I was waiting for the Microsoft Teams link as previously used. However, you sent a link for a completely different application (Google Meet) without prior notice.

The Result: Due to technical compatibility issues with my device, I was unable to set up Google Meet properly in time, and the link did not function correctly for me. Consequently, I could not join within the designated time frame.

Conclusion and Urgent Request

Your team constantly and unfairly claims that I am refusing to participate in the verification process. This is completely untrue. I am, and have always been, fully willing to cooperate with the video verification.

However, due to technical issues, I cannot use Google Meet. Therefore, I strongly request that the next video call be conducted via Microsoft Teams or an alternative platform other than Google Meet.

I ask for a fair and objective evaluation of this situation by a supervisor or a third-party mediator. The failures so far have been caused by your team's delays, lack of advance notice, and scheduling errors—not by my lack of cooperation.

I look forward to your prompt response with a rescheduled date on a compatible platform.

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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 emails between you and the casino customer support regarding the verification call at veronika.f@casino.guru?
• When was the last time you communicated with customer support regarding the video verification of your account?
• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus?

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

I have forwarded the email thread, which contains nearly 40 exchanges. I forwarded the latest one, so you should be able to review the entire history.

For context, my last contact with customer support was on July 10th. The games I played were roulette and slots, and the winnings in question were generated from bonus money.

The latest email I received from them shows a complete misrepresentation of the verification process. They have accused me three times of failing to attend or respond to the verification sessions. However, the facts are as follows:

First session: They were significantly late.

Second session: It was merely a tentative scheduling request from one side, not a confirmed appointment.

Third session (Actual second session): We both agreed on July 6th. Despite this being only the second actual session, they are insisting it was the third.

The entire email history contains clear evidence of these interactions, making it obvious that their explanations are false.

Thank you for your email.

Could you also please forward me the email conversations regarding the attempted verification calls scheduled for 5 June, the proposal for a second verification call from 28 June, and the conversations you had with the casino on 30 June?

Dear yamakan29,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru