FortuneJack Casino - La retirada del jugador es rechazada sin explicación.

I registered with FortuneJack Casino, which I found online at the beginning of this month, and have been playing using the first deposit bonus etc.

I was able to win on my fourth deposit, so after playing the slots for a while, I requested a withdrawal.

I then received an email informing me of the liveness authentication required to verify my identity, so I responded and the identity verification was completed.

When I tried to withdraw money again, it was rejected for some reason, so I contacted support.

You can’t withdraw money.

The live chat rep doesn't know why.

The answer was:

I can't accept this at all, so please investigate.

今月はじめにネットで見つけたフォーチュンジャックカジノに登録し、初回入金ボーナス等を利用して遊んでいました。

4回目の入金で無事勝利することが出来たのでしばらくスロットで遊んだあと、出金申請をしました。

すると本人確認のためのライブネス認証の案内メールが来たので対応し、本人確認が完了しました。

改めて出金申請をすると、何故か拒否されたのでサポートに問い合わせると

あなたは出金出来ません。

ライブチャットの担当者では理由が分かりません。

との回答でした。

到底納得出来ませんので、調査をしてください

Dear yasuyan,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem with FortuneJack Casino.

To better understand the situation and assist you effectively, could you please provide answers to the following questions?

• What specific reason did the casino give for the rejection of your withdrawal request?
• Have you received any further communication from the casino regarding your issue since contacting support?
• Could you specify if you have completed any additional verification processes aside from the liveness authentication?
• What form of communication did you use to contact the casino’s support team (e.g., email, live chat)?

You can forward any supporting evidence and relevant communication to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

-What specific reason did the casino give for rejecting your withdrawal request?

I don't know. I asked the casino but they wouldn't tell me.

After contacting support, have you received any further communication from the casino regarding the issue?

No, I haven't heard from the casino.

Can you specify whether you completed any additional verification processes beyond biometric authentication?

No additional verification beyond biometrics is required and the site's identity verification section is complete.

· What form of communication did you use to contact the casino's support team (e.g. email, live chat)?

Live chat, but they didn't give me a clear reason for the refusal to withdraw.

・カジノはあなたの出金リクエストを拒否した具体的な理由は何ですか?

分かりません。カジノに問い合わせても教えてくれません。

・サポートに連絡してから、カジノから問題に関してさらに連絡を受けましたか?

いいえ、カジノからの連絡はありません。

・生体認証以外に追加の検証プロセスを完了したかどうかを具体的に教えていただけますか?

生体認証以外の追加検証は要求されていません。サイト内の本人確認欄は完了になっています。

・カジノのサポート チームに連絡する際に、どのような通信形式を使用しましたか (例: 電子メール、ライブ チャット)?

ライブチャットです。しかし出金拒否の明確な理由は教えてくれませんでした。

Hello OP and the CasinoGuru team.

I think we will be able to come to a simple solution to this case. The OP's withdrawal request wasn't technically "rejected." After asking for a Withdrawal, the OP was asked to go through verification, and they didn't respond for 2 days. When this happens, sometimes we return the amount to the user's balance, and that's what we did in this instance. OP was notified about this via an email. The OP must've passed the verification after this happened.

This is a case of miscommunication, mostly. We also didn't receive a response from OP on the email that our team sent.

There are no restrictions on the OP's account right now, I believe they can log in and proceed with the Withdrawal process. Let us know if you need further assistance.

Thanks

FortuneJack Team

Hi yasuyan,

Thank you very much for your update.

Based on the response from FortuneJack Casino, it appears that your withdrawal request was not rejected but rather returned to your balance after there was no response to their verification request within two days. They also mentioned that an email was sent to notify you, and that your account is currently active and unrestricted.

Could you please check your email inbox (including your spam or junk folder) for any messages from the casino regarding this matter?

Additionally, we recommend logging into your account to see if your funds are available and try submitting a new withdrawal request.

If you continue to face difficulties or if the funds are no longer available in your balance, please let us know and forward any relevant screenshots or communication to petronela.k@casino.guru so we can look into it further.

I received an email from the casino, requested a withdrawal, and the withdrawal was completed successfully.

Thank you for your help in resolving the issue.

カジノからのメールが届き、出金申請をしたところ無事出金が完了しました。

問題解決にご協力いただきましてありがとうございました。

Dear yasuyan,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru