FortuneJack Casino - O jogador afirma que o seu pagamento foi atrasado.

I made a withdrawal of 300 euros and 100 euros. The 100 euros was credited to my account the next day. I still haven’t received 300 euros. Their customer service kept saying to wait for an email and call my bank. I called the bank for an update as they requested. But they couldn’t see the payment and when I told this to customer service they did not say anything. I passed kyc and I also received the 100 euros which I withdraw AFTER the 300

they said they have approved the payment. They also said it would be the same day as the other withdrawal. This was 10 days ago now

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 Jrm.mess,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Jrm.mess,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

This still has not been solved. They have fully approved kyc and said they have sent it. I have sent bank statements to them to show this hasn’t been reflected

Dear Jrm.mess, thank you for your response. 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 delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Dear Jrm.mess,

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.

I have forwarded emails to you. This is still ongoing and I have not been able to get a response from them since.

they said to get a trace from my bank but my bank informed me they are the only ones who can do this. I’ve asked multiple times and they still have not done it

I’ve made a successful withdrawal before.

I’ve not participated in any bonuses

I’ve bet on sports

ive passed kyc

Dear Jrm.mess,

Thank you very much for your update.

Could you please share a screenshot from your casino account showing the current status of your pending €300 withdrawal?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Jrm.mess,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Ayberk, (ayberk.a@casino.guru) This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Jrm.mess,

My name is Ayberk, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear FortuneJack Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Ayberk

I spoke to the casino again today. They refused to help me trace the payment again. Saying I need to contact the bank. I did the via call which they said to contact the merchant and I’ve done a web chat to confirm their stance on this.

they have done everything possible to fob me off at every opportunity the casino and would not recommend them to anyone

Hello Ayberk,

Thank you for your reply.

We conducted an internal investigation regarding the Jrm.mess account. Based on our records, the €300 withdrawal was successfully processed and delivered from our side.

It is possible that the issue is related to the receiving bank. If needed, we can privately share proof of the successful transaction via email.

Please let us know if you require any additional information.

Thank you.

My bank has confirmed to me many times that you need to set up a forward trace. This is something they cannot do only yourselves. They’ve also told me the payment if it has any issues will take 5 business days. This has been an ongoing thing for over a month. Please as I’ve requested and shown you proof many many times set up a forward trace to see where the money has gone. Thank you

Dear FortuneJack Casino,

Could you please provide evidence that the payment was successfully sent? You may send the relevant details directly to my email at ayberk.a@casino.guru.

Hello Ayberk,

The proof of payment has been sent to the email address provided. Please check your inbox.

Best regards

Payment still not received on my end. Please trace the payment! I don’t understand why you are being so difficult about this

Dear Jrm.mess,

Could you please provide us with an update regarding the outstanding payment? Have you received the funds since your last message, or has there been any further progress regarding the withdrawal?

I still have not received payment. My bank still is asking for them to set up a trace to see where the money has gone

I’ve spoken to nationwide.

they have now found the payment.

they said it was rejected due to the sender not putting their address and country. The money was returned to them and has advised me to tell them that’s why it was rejected they have had the 300 euros back and this time put in the address and country on the transaction

I am extremely disappointed they did not pick up on the fact the money had returned and it was rejected and the fact they can’t even send customers there payouts properly. Truly troubling

Unbelievably,

I let fortune Jack casino know the good news via their webchat that the payment was returned to them and the reason why I never received it was a error on their end of not putting the company address and country on it.

they have now responded saying despite this they are not willing to help me any further or re try the payment because they have already tried once!!

Its incredible how a fault of their own somehow means they can keep the money to themselves because they didn’t actually fill out the payment properly.

There is truly no reasoning with these people it’s obvious anyone wanting to know if they are safe to use and they will get their money out that this is not the casino for them.

How on earth can they say because they’ve already tried it once they are not willing to send me my money over THEIR MISTAKE.

STAY AWAY FROM THIS DREADFUL COMPANY

I would like to confirm.

My bank has advised me the money was sent back to the sender (fortune jack) more than 6 weeks ago!

They advised just get them to put their address and country on the payment and they will approve it.

Utter scumbags messing me around for such a period of time when they are still holding my money.

Dear Jrm.mess,

Thank you for the update and for contacting your bank regarding the transaction.

Dear FortuneJack Casino,

Considering the information provided by the player, could you please investigate the matter with your payment provider and confirm whether the €300 payment was returned?

If the funds were indeed returned, I kindly ask you to arrange for the outstanding withdrawal to be processed again and ensure that the necessary payment details are included.

Please keep us updated on the outcome of your investigation.

Thank you.

let’s hope they do the right thing and end this saga once and for all!

hello Ayberk,

so we are checking it with the provider right now and will try to be back asap

Dear FortuneJack Casino,

Thank you for the update.

We will await further information from your side once you have received an update from the payment provider. Please keep us informed of any developments regarding the case.

Please Fortune Jack can you show the payment in full. A full copy

Dear Ayberk,

Our payment team has reviewed the case and, in order to investigate the transaction further, we need the player to provide an official letter from their bank.

The letter should be scanned and clearly include:

1. The bank’s name
2. The bank’s official stamp/seal
3. The signature of a bank representative
4. The transaction ID
5. The date the payment was received
6. The date of the reversal/refund

At the moment, we are unable to identify in our system that the funds were returned to us. Therefore, we need the official bank documentation above to verify the transaction and reversal details and continue our investigation.

Thank you for your cooperation.

Dear FortuneJack Casino,

Thank you for the update.

Dear Jrm.mess,

Please provide the requested official documentation from your bank so that the casino can investigate the returned payment further.

Once you have obtained the document, please share it with us so we can proceed with the complaint.

I will contact my bank but they have previously said they couldn’t do that when I asked. I’m not sure why fortune jack can’t see it from themselves or they are being deliberately evasive as per usual

The bank said they don’t do letters like that. How is the investigation going fortune jack? Surely the payment processer has come back with something by now?

Dear Jrm.mess,

Thank you for the update.

Dear FortuneJack Casino,

The player has confirmed that he contacted his bank regarding the requested document, but the bank does not issue letters in the requested format.

Could you please continue the investigation with your payment team or payment provider using the available transaction details and provide us with an update regarding the returned payment?

Hello Ayberk,

We are currently waiting for a response from our provider to see if there is anything they can do regarding this case.

From our end, the transaction appears as successfully sent, and we have not received anything back. For this reason, we would kindly ask you to allow us some additional time while we investigate the matter further with our provider.

Thank you for your patience and understanding.

Dear FortuneJack Casino,

Thank you for the update.

Please keep us informed of any developments regarding the case.

ive made another withdrawal to test out if it would work. It has come through 12 hours later.

fortune jack. I’ve sent you bank statements proving I have not received funds.

does this now clearly show you it was your mistake and I have not been paid 300 euros from yourselfs

Hello Ayberk,

We send out email of proof from our payment provider please check it out

They’ve already stated they’ve rejected the payment due to the country of origin and address not being on there.

Dear Jrm.mess,

Thank you for the clarification.

Dear FortuneJack Casino,

The player has already contacted his bank regarding this transaction and was informed that the payment was rejected and returned to the sender.

Considering the information provided by both sides and the fact that the matter remains unresolved, could you please review the case once again with your payment team and advise how you intend to proceed with the outstanding €300 withdrawal?

Hello Ayberk,

To proceed with the investigation, we require an official letter from the player's bank not a screenshot or informal confirmation. The letter must be on the bank's official letterhead and include the bank's stamp/seal and the signature of a bank representative, along with the transaction ID, the date the payment was received, and the date of the reversal/refund.

We understand the player mentioned their bank doesn't typically issue letters in this format, but this kind of formal documentation is standard for tracing and confirming reversed transactions, and we'd ask that the player request it specifically for this purpose. Without this official letter, our payment team is unable to validate the reversal, as our records currently show the transaction as successfully sent.

We appreciate everyone's patience and continued cooperation while we work to resolve this.

Thank you.

Dear FortuneJack Casino,

Thank you for the information provided.

The player has already supplied the requested bank statement, which your support team confirmed had been forwarded for further investigation. The player’s bank has also advised that it is unable to trace the incoming payment and that the sender should initiate a forward trace.

Could you please therefore provide the outcome of your investigation with the payment provider and confirm the current location or final status of the €300 transaction, including whether it was successfully delivered, rejected, or returned?

Thank you for your cooperation.