FortuneJack Casino - Os ganhos do jogador foram confiscados.

I signed up to FortuneJack Casino on March 4th. There was a 110% first deposit bonus, so I used it to deposit $400.

The bonus is divisible.

I was able to win on the slots during the cash portion, bringing my balance to $2000.

No bonuses used.

After that, when I requested a withdrawal I was asked for KYC, which I completed.

Then on March 7th, I received an email informing me that my accounts were being confiscated because I owned multiple accounts.

This is my first time signing up with this casino and I do not have multiple accounts.

I would like you to investigate this as this is an unacceptable confiscation.

3/4にフォーチュンジャックカジノに登録しました。110%の初回入金ボーナスがあったので、そちらを使用して400ドル入金しました。

ボーナスは分離型です。

キャッシュ部分でスロットで勝利することができ、残高が2000ドルになりました。

ボーナスは使用していません。

その後出金申請するとkycが求められたので、完了させました。

すると3/7に複数アカウントを所有しているとのことで没収のメールがきました。

こちらのカジノに登録するのは初めてで、複数アカウントを所有していることはありません。

納得のいかない没収であるためそちらで調査して頂きたいです。

Dear yaji31297,

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.

• Is there any chance that someone from the same household or using the same IP address has also created an account at this casino?
• When did you create your casino account and when was it closed?
• Did you pass the verification before you lost access to the account?

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,

Kristina

No there isn't.

I registered and played on 3/4.

The account was closed on March 7th.

Yes, the KYC is complete.

いえ、ありません。

3/4に登録して遊びました。

3/7にアカウントが閉鎖されました。

はい。kycは完了しています。

Thank you very much for your reply, yaji31297. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Transferred.

Thank you very much.

転送しました。

よろしくお願い致します

Thank you very much, yaji31297, for your cooperation. 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 yaji31297 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 were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hello Peter, OP and the CasinoGuru team. 

The Original Poster (OP) violated section 2.5 of our Terms and Conditions, which prohibits players from registering and operating multiple accounts. OP’s account got linked in more than one way. For clarity, I will refer to OP’s account as "Player A" and the account it got linked to as "Player B" 

Firstly, Player A’s KYC and Player B’s KYC had the same person appear in the verification footage/collage. Generally, during the KYC process, the camera captures multiple pictures that are transformed into a collage for us. A KYC attempt can be unsuccessful, but users still get 30 days to complete verification, and once a KYC attempt is successful, our security team manually checks all of them. After OP’s (Player A) account passed the KYC, our security team manually checked it and saw that this person appeared in a different KYC attempt. 

Due to the sensitive nature of these images, I can not attach them here.

Furthermore, the verification software that we use flagged both "Player A" and "Player B" accounts, stating "Duplicate account detection". In addition to this both these players play similar games at the casino, have closely similar usernames and are from the same country, further connecting these two players.

All in all, we believe that this is a clear case of Multi-Accounting and therefore a violation of our terms and conditions. 

I have sent you attachments/proofs to your e-mail.

Thanks

ADante - FortuneJack Community Team

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

yaji31297, the casino has presented substantial evidence confirming the existence of multiple accounts associated with your identity. It is an industry standard that each individual is permitted to operate only a single account in their name. This policy is in place to ensure fairness, security, and compliance with regulatory requirements.

Given that your actions constitute a clear and direct violation of this rule, we have no choice but to reject your complaint. We strongly advise against such behaviour as it can lead to similar situations in the future.

We appreciate your understanding in this matter.

Kind regards,

Peter