FortuneJack Casino - La cuenta del jugador ha sido cerrada.

Register at this casino and play slots

I received the bonus, played, and won the cash portion, so I requested a withdrawal.

After the normal authentication, the site asked me to authenticate for the video call.

There was a misunderstanding in the email exchange between the website and me, and I didn't get a reply when I contacted them on the day.

When I contacted them later, they said I had ignored the video call and blocked my account.

I contacted them on the same day and got no reply.

So I ignored him and blocked him

I wasn't satisfied with it so I filed a complaint.

こちらのカジノに登録してから、スロットをプレイして

ボーナスも貰ってプレイしてキャッシュの部分で勝つ事が出来て出金申請しました

普通の認証してからサイトからビデオ通話の認証がきました。

サイト側と私の方でメールのやり取りの行き違いがあり当日に連絡しても返事がなく

後日連絡したらビデオ通話を無視したと言われてアカウントをブロックされました。

こちらは当日に連絡も入れていて返事がなく

それで無視したからブロックしましたは

さすがに納得いかなくてクレームいれました。

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 Amimapari366,

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.  

• How long have you been a player at this casino?
• Could you please describe the misunderstanding in a greater detail?
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Dear Amimapari366,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru

We’ve reopened this complaint at the request of Amimapari366. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Amimapari366,

kindly answer the questions from my initial response.

Looking forward to your reply,

Katarina

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Katarina

Casino.Guru

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

I would like to resume communication again without noticing the contact.

Hi Amimapari366,

Thank you for getting back to us.

I would like to inform you that I have taken over your complaint, as Katarina is no longer part of our team. I will be assisting you further and doing my best to move your case forward.

To help us proceed with the investigation, please send all relevant communication related to your case (emails, chat transcripts, screenshots, or any supporting documents) to petronela.k@casino.guru.

Thank you in advance for your cooperation, and I look forward to your reply.

Dear Amimapari366,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru