FortuneJack Casino - La cuenta del jugador ha sido cerrada.

Hello

I'm from Poland, please update my flag if possible.

FortuneJack scam me for 0.13709ETH

I've requested withdrawal of 0.13709ETH, after waiting a while I realized that it has been rejected due KYC request.

I passed the verification process successfully as on the screen but later my account was closed and only generic mail was sent without any reason.

Hi Audi88racer,

Here to inform you that you have failed to verify the kyc, for that reason you will only be able to withdraw the deposit amount.

Best Regards

FJ Support Team

when I asked for a reason on live chat they didn't want to tell me why

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• Could you please advise which documents you have provided, and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Were the documents marked as approved/accepted before the account got blocked?
• Have you tried reaching out to customer support for clarification since your account was closed?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Natalia

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Verification was with ID document, yes everything was correct and legible, process was successfully completed.

I tried contact them but as you see on the screen they didn't want to provide exact informations.

Dear player, did the casino only request your ID for KYC?

Could you please advise which games you focused on - slots, live casino, sports betting, etc.? 

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

with a selfie

casino and sports

I did not use any bonuses

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I only noticed now that they "allow me to withdraw deposit only" but I can't do even that because my account is closed

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 audi88,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like FortuneJack Casino to join the conversation.

Dear FortuneJack Casino,

I would appreciate it if you could clarify why the player has not successfully completed the KYC process. If there are any factors influencing this matter that may not be suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Michal,

We apologize for the delayed response. We have already sent all the evidence regarding this case to email. Please review it.

Best regards,

FortuneJack Team

Dear FortuneJack Team,

Thank you for your email. I have responded back with some additional inquiries to better understand the circumstances and am looking forward to your reply.

Dear audi88,

Please forward me all the documents you have submitted to the casino for the Know Your Customer (KYC) verification at michal.k@casino.guru for an independent review.

Hello Michal,

Could you please specify the reason why should I send you my personal ID document?

The verification has been successfully completed. My document is genuine,

May I know what charges the casino has brought against me and why is that necessary?

Dear audi88,

As you have been informed by the casino team via email, you have failed the KYC verification.

While it is accurate that your account appeared to be verified at the automated stage when you submitted the documents to the casino team for review, I have been informed that a manual examination of your documents by the casino security team, along with a video verification, revealed certain discrepancies. These discrepancies resulted in your inability to successfully pass the KYC process.

In order for us to assist you, we must review the documents you submitted to the casino.

It is your choice whether or not to provide these documents to us; however, if you choose not to share them, we will be unable to evaluate the situation and offer any further assistance.

The decision regarding how you wish to proceed rests with you; please just inform me of your choice.

Hello

I have recently noticed that casinos with an Ayoruan license, such as Fortunejack, are often associated with KYC fraud because they have no obligations to the license issuer, which means that they can reject KYC despite all information being entered correctly.

The automated process verified the authenticity of my document along with my biometric data and most likely checked that the data was not duplicated (I do not have multiple accounts).

If their manual verification failed despite the third-party KYC process successfully passed, I consider Fortunejack to be a scam.

Dear audi88,

While you certainly have every right to hold your opinion about the situation, as per the information and evidence I could gather thus far, the casino team, whether you like it or not, have acted in accordance with their terms and conditions to which you agreed to when you registered your account. Please refer to section 5.2. and 5.3. in the casino's terms and conditions.

The Know Your Customer (KYC) and Anti-Money Laundering (AML) verification processes are industry standard requirements that all licensed casinos must follow. These procedures are in place to ensure player safety and regulatory compliance, and every licensed casino is obligated to take them seriously.

As mentioned earlier, for us to be able to assist you further, we’ll need to review the documents you provided to the casino. Of course, it’s completely up to you whether you’d like to share them with us. However, please note that without these documents from your side, we won’t be able to fully review your case or offer additional support. In that situation, we would have no other choice than to close the case due to insufficient cooperation from your side, and we will focus our resources on assisting the hundreds of other players who have requested our help.

If you still believe you are justified in your stance, you can also consider reaching out directly to the casino’s licensing authority for further review; however, we will not be able to provide any other help.

Please let me know how you would like to proceed.

I sent you an email with my id

Dear audi88,

Thank you for your email; I have successfully received it. I have replied with some further questions and am now awaiting your response.

Dear audi88,

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 replied to your mail

Dear audi88,

Thank you for your email.

Dear FortuneJack Team,

I have reached out to you via email and am awaiting your response.

Dear Michal,

we reached out to you via email and am awaiting your response.

Best regards.

Thank you for your emails with the information and evidence, FortuneJack Casino Team.

Dear audi88,

Following a comprehensive review of the information and evidence we could gather, I must regrettably inform you that we cannot proceed further with this case.

Compliance with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations is a fundamental requirement across the industry. These regulations mandate the submission of valid, genuine and original documents in the player’s name. Unfortunately, in this instance, you do not fulfil this criterion.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules, to which you agreed when you created your account.

Your failure to meet the KYC and AML requirements leaves no room for further action, and this complaint will now have to be closed as rejected.

You are certainly free to disagree with this conclusion and can reach out to the casino licensing authority if you feel justified in your position, but we are unable to offer any additional assistance regarding this issue.

Should you face any challenges with this or any other casino in the future, please do not hesitate to contact us. We will try our best to help.

Best regards,

Michal

Casino Guru