FortuneJack Casino - La cuenta del jugador está cerrada por supuesta multicuenta.

My dispute is incredibly stupid!

I'm a very long-standing customer of this casino. I've placed bets before, and everything was fine; I passed verification.

But then I didn't place a bet for a long time.

According to the casino's rules, if your account is inactive for more than one year, it will be deleted.

When I try to log in, I get a message saying I can't access my account.

It's simple: there's a rule that closes inactive accounts, and I also literally can't access my account. THE ACCOUNT DOESN'T EXIST!

Then I simply create a new account. I honestly decline the welcome bonus. I understand I'm not entitled to it. I make a deposit and place a bet with my own money. My bet wins, and I request a withdrawal. After which, I receive a request to verify my account.

It wasn't all smooth sailing there either. But eventually, we reached the final stage. And then they sent me a letter saying my account was blocked due to a rule violation—multiple accounts! I'm absolutely shocked! How can you enforce a rule about using multiple accounts when, in fact, I only have one! Moreover, you clearly see that there are no tricks or advantages for me! That's a fact! Then why are you enforcing such a strict rule?

I ask the CasinoGuru team to contact the Fortunejack team and make a fair decision! Since I received no benefits from the newly created account, didn't use any bonuses, and my bet was 100% unrelated, I request a refund of my deposit and my fair winnings! You can reject me as a player based on your inner convictions, but I certainly do not deserve to lose all my funds because of the wording "multi-account" - this is definitely not a multi-account!

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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.

• According to the email you received from the casino, your original account was blocked. Could you please confirm whether this information is correct?
• When you found out that you could no longer log into the casino, did you first contact customer support for assistance with your account, or did you create a second account immediately?
• What types of games did you play on both accounts?

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear koryaka,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika