FortuneJack Casino - A conta do jogador foi encerrada sem motivo.

Hello

I had ~938USDT in my account, after I asked for a withdrawal, the management asked me to verify my identity.

I verified myself on their 3rd party platform, shufti.pro verification was successful, but my account was still restricted.

After 2 days, my account was permanently closed with no reason given. They only sent me an email with this information, the live chat support doesn't want to give any explanation.

I did not use any bonus there. Please help,

Dear player,

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?

Did you accumulate your winnings with or without an active bonus?

Did you play casino games or bet on sports?

Could you please share your communication with the casino regarding the blocked account? 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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Dominika

This was my first payout ever, yes verification with document and selfie went well.

No bonuses, I played in sports casino

Despite the screen I shared in first post, there is only e-mail

I asked them for a reason but they did not reply me in mail either.

Dear player, just to clarify — did you place bets only on sports, or did you also play casino games?

Both

Thank you very much 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 Kamx369 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 closed and what can we do to help resolve this issue.

Thank you!

Hello, Peter

We appreciate the opportunity to provide our response regarding the complaint

After conducting an internal review, we’d like to provide clarification on why the player’s account was closed.

The identity verification process was completed by the correct account holder. However, during the verification video, another individual appeared, who is already registered on our platform under the username "qurde1979".

This strongly indicates a connection between the two accounts — both users appearing in the same verification video suggests they are from the same household or are otherwise closely linked. This constitutes a clear violation of our policy on multiple accounts.

As per our Terms and Conditions (Section 2.5):

"You are allowed to register only one Account. Registering and operating multiple Accounts (more than one) is strictly prohibited. The Company reserves the right to qualify the account(s) registered on anyone from Your family, household, relative, friend or otherwise connected person to be Your another Account and, thus, decide that You have multiple Accounts. In case of multiple Accounting, We reserve the right to immediately block and terminate all such Accounts and confiscate all monetary funds available on such Accounts."

Source: https://fortunejack.com/faq/terms_and_conditions

Based on the above, the account was permanently closed, and the balance was confiscated in accordance with our platform rules.

Please let us know if you need any additional information.

Kind regards,

Roronoa

community manager

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

Hello Peter,

All video proofs related to case Kamx369 have been sent to your email. You can check them at your convenience. Please let me know if you need any additional information or clarifications.

Thank you.

Thank you for providing me with the information FortuneJack Casino representative.

Dear Kamx369, the casino has provided me with the videos from video verification, where another user who already has an account on the website has appeared to be performing the verification procedure for you. This raises issues with your account, as you may know, each person is only allowed to operate one account in their name, and with this evidence, it is impossible to determine if you were using the account yourself. As such, we are forced to reject your complaint. Thank you for your understanding. I am sorry I could not be of more help on this occasion.

Kind regards,

Peter