FortuneJack Casino Support and Complaints Thread

Hello, members of the LCB community!

My name is Natalie, and as the community manager at FortuneJack Casino, I'd like to give you all the full rundown on who we are, and why we're different.

FortuneJack is a cryptocurrency casino pioneer. A leader of the niche, we've fostered a community of likeminded players by providing the features that make carefree cryptocurrency gambling second nature. From the selection and quality of games to the promotions and security technology, this is the most transparent, trusted, and thrilling place to place bets.

The FortuneJack team was founded with over 20 years of gambling industry experience – a portfolio that spans some of Eastern Europe's most renowned land-based and online casinos. Our mission was to take all of the features we and our bettors loved about online gambling, take it to the next level, and make it specific to cryptocurrency players.

We've partnered with the industry's leading and most renowned software providers, offering you both quantity and quality – the best of both worlds. With Microgaming, Evolution Gaming, Playson, XPG, and so much more (and many more to come), we have the best of the best.

We offer an incredibly low 1% house edge and provide instant provable fairness verification. (Instant, not 24 hours).

We pay the withdrawal fees for you, and as a BitGo™ partner, processing times for funds to be reflected in your account are nonexistent, no matter what cryptocurrency you prefer: Bitcoin, Dogecoin, Litecoin,       Dash, ETH, Monero.

All year, we offer free spins, giveaways, deposit bonuses, reloads, and other promotions to give you extra bankroll boosters on a consistent basis.

The only thing we're missing is you. Join here, and start a new chapter in online gaming, where unrivaled, imaginative entertainment is just a few clicks away.

If there is anything else you'd like to know, ask away! 

Welcome to LCB forum Natalie! Thank you for being available to assist our members! 

Welcome on board Natalie! We're happy to have you here with us. 

Welcome to LCB forum Natalie

Welcome Natalie! 

Hi Natalie,

Welcome to the forum. 

Thank you, everyone, it is an honor for me to be of your assistance. 
I will mostly be around so do not hesitate to reach out to us here at LCB anytime at your convenience if any issues or questions arise. 
May fortune smile on you :) 

I created my account with FortuneJack Almost 2 years ago now. I had found 0.004btc laying around on an old wallet of mine one day and i deposited it here. After the fee from paxful i was left with just over 2mBit which i than managed to get all the way up to 0.1BTC! That was a fun day unfortunately i didn't take advantage of Fortune Jacks instant withdrawal but i was still very happy with the experience.

yes i made a deposit in your casino using bitcoin a couple of weeks ago, first off i didnot recieve a bonus and the second thing is im from the united states,  i signed up for your site about a year ago and i think yall were taking players from the US at that time.  My question is, is there any way i can get my deposit back please?  My username is jking1234  and email is [email protected]

Hello, Jay

Thank you for reaching out to us here on LCB and sorry for a late reply.
As soon as I saw your comment here in our thread I have requested a further information from our support team.
We have searched for your username and turns out you have already contacted them about this matter before, everything was already explained to you in details. 
You did not receive the bonus because you did not follow the instructions needed. 
Unfortunately, as you have already used up the deposit there is no way we can credit it back to you. 

Yours in gambling,
FortuneJack Team

well i never had anyone explain to me why i didnt recieve my bonus i went to bonus page and tried to get one,  i still dont know why i could not use one.  and another question  is why i was able to deposit in the first place if yall dont accept USA players.

Hello again,
Upon registration, you are receiving an e-mail including the first deposit activation code and the details, no individual explanation is provided by our staff if you do not require one before the code expires/ does not meet the activation rules. 

We do not restrict USA players, but some of the game providers we offer do, that is not something we control from our side. 

Hi Dear LCB Community,

I am writing to inform about one significant change in FortuneJack Management Team, which is me, basically 

I am David, a new community manager at FortuneJack and will be responsible for your happiness with our service and well-being in this or any other FJ related threads on this forum.

Hope my time in the company and with this community will be fabulous, engaging and forward thinking. I have only one style of management and this is listening to the community, catching great ideas from our dear users and implementing them in our product. I am happy to have a chance of being the part of this amazing forum and this amazing service.

Cheers!

Welcome to LCB forum David! Thank you for being available to assist our members! 

Cheers, Sydney.

Happy to be a part of community 

Welcome on board David! 

Welcome to LCB Forum, David! :)

Thanks for warm welcome LCB community!

We have a nice promo for you to jump on, already announced on our twitter 

I was recently told it is not against terms to use a VPN to play slots from the USA that are restricted is this correct?

Hi Daniel,

I would recommend not using any VPN or playing slots not allowed for USA players. If you win over $1000 then the casino needs to do KYC checks and docs need to be sent in, as soon as they see you are from the USA then all your winnings will be void. You can play for fun but you cannot win anything.

Thanks Melcb. I get that. I was curious the casino reps answer because I saw a rep from fortune jack say it was fine on another forum. But my thoughts were what you said, that if you won enough the winnings would be void if/when kyc was done. 

Hope you don't mind me chiming in here. I've straight been told by Ivy at fortunejack.com live chat support to "just use a VPN" when I couldn't play Microgaming Slots b/c I'm from the US. I have a screenshot of the conversation somewhere. It doesn't bother me that they recommend it when I know better than to use a VPN. But I still do it anyways. But whatever, I just want to play different software and I know better than to not expect that any online casino these days is gonna get all KYC policy real quick on me if I do hit big. But hey, what are the chances of hitting it big anyway, right?! Just leave it on the casino and play, play, play for days on end!!

@mushroomjazz - I'm glad to hear you are savvy enough:)

The chances to win are possible and it would suck big time if a jackpot was won and you just couldn't claim it because your country is restricted.

hi David, 

  Welcome. I am  currently having a nightmare of a experience with your customer service in live chat. I have never experieenced such rudeness, I feel like they dont want any business, not mine at least. I had a similar experience as jay King, I saw aadvertised bonus , followed link, deposited and did not get credited my bonus. I tried and tried to get help through chat but nobody was available. I went ahead and played. I left messages that never got answered, I finally decided to make a second deposit and after reading everything on promotions page made a second deposit. I didnt receive that bonus either. I finally got a rep after two days, and  instead of an expected apology and a correction to the account, I got arguing and rudeness, after which I was told she (Lily) couldnt do anything but submit a ticket, that she didnt have the power to fix it. Ive waited a few days and havent heard from anyone, so I just contacted customer service to check on ticket, only to encounter Frankie who refuses repeatedly to let me speak to anyone in management and has ridiculed and belittled me repeatedly. Im in awe of how the casino has such glowing reviews all over the internet. This was not the casino I expected after reading up on it. Thank you for you time, 

                                                                                                                    hbryan75   Heidi Bryan

Hi hbryan75,

Thanks for sharing it with us. The casino rep will be notified. 

I can't review this casino as per LCB players from the USA aren't allowed but, I play here and enjoy it.  One of my first deposits I had a run in with Ivy she was sooo rude.  I demanded her manager who I am guessing did nothing.  They do pay in a timely fashion and they have a faucet for free satoshis to play dice with.  

For those those of you who are considering playing at fortune jack casino please proceed with extreme caution. A few months ago i recieved an email from them promoting a "deposit 1m btc recieve 2 m btc on top" for a total of 3mbtc bonus. I had made a deposit there months prior and was refused my welcome bonus but I thought the 1mbtc risk was worth giving them another shot. I quickly got up to about .05btc and after finishing play through I was at .035btc so I went to withdraw it and after a couple hours I recieved an email that my account was in breach of their terms and conditions. I know I hear people always say "if you don't take the time to read the terms and conditions then you should be ok with your winnings being confiscated" Fortune Jack claimed I had multiple accounts but couldnt provide proof because that would expose their methods lol. And what kind of slimy, greedy, sketchy casino goes out of their way to offer a very attractive bonus to someone they know is in breach of their terms and conditions? Not the type of casino I want to be associated with. I'm sure there are others that may have had a positive experience there but why take that chance when there are many other casinos that do not have the poor track record such as fortune jacks.  I hope everyone reading this has a blessed day.

ive deposited into my account at fortunejack casino and my funds arent there. after hours of chatting with customer service they tell me they would finally foward my information to the right department and they will email me. i asked if i can update my email address and the guy tells me no. so they have my money and wont let me have it .....what to do  please help thank you.. 

Hello s0l0hussling,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative.

Hello s0l0hussling,

Thanks for sending over your casino username. We've sent an email to the casino and asked them to post a reply in this thread.

I even have screenshots of my depositing address with fortunejack and the transaction from blockchain sending the money to the same address as my depositing address with fortunejack. I didn't and only once maybe 3 times ever at the max use bonuses and in this case I didn't use a bonus. So I don't see why and what reasoning there not giving me my money .

Hello s0l0hussling,

We still haven't received a reply from the Casino Representative. We've sent them a reminder email. Keep you posted.

Hello s0l0hussling,

The Casino Representative says they couldn't find your account with the username you provided us with. Could you please send me the email you've registered with at the casino in PM inbox.

i am waiting for 5.08btc to be withdrawn, that is not looking good because they are doing KYC, i have and will provide all evidence. I just feel this is a scam they do when you have winners win big amount. 

Hello Mohammad Wardak,

If you want us to contact the Casino Representative to check what's going on with your withdrawal, please send me your casino username in PM inbox.

I will as soon as KYC is done 

Update. They paid me all the btc out after KYC. Thank you FJ and all that were concerned or willing to help

Hello Mohammad Wardak,

We're glad to hear that. Thanks for the update!

so I get hit with being accused of having multiple accounts when the account belongs to my girlfriend who sure comes over or I go over like reqular couples saying due to that account the can't process my withdrawal and keeping my winnings  of 4K when A: both had our accounts over a year and B. I had deposited and WITHDREW multiple times before up until now that I had a big win . My username is Hectors550 for fortune jack

Hello China26,

Did you register both accounts from the same IP address? 

Nope when I told her about fortune jack she was at her house and she signed up at her house . We are under the same phone plan ? Also after every withdrawal my withdrawals go through security check and I've always been paid out until today 

Hello China26,

Ok, thanks for letting us know. We've checked their Terms and Conditions and here's what they have in their T&C's in section 

2. YOUR ACCOUNT:

2.5. You are allowed to register only one Account. Registering and operating multiple Accounts (more than one) is strictly prohibited. The Company reserves the right to qualify the account(s) registered on anyone from Your family, household, relative, friend or otherwise connected person to be Your another Account and, thus, decide that You have multiple Accounts. In case of multiple Accounting, We reserve the right to immediately block and terminate all such Accounts and confiscate all monetary funds available on such Accounts.

Okay I'm confused so even tho we are both verified and it live in different house hold just cause she's my affiliate they can decide to accuse me of having multiple accounts??

Hello China26,

That's what they have in their Terms and Conditions and if that's the reason why they've held your winnings, I'm afraid we won't be able to help you. That's why it's important to read each casino's Terms and Conditions before making a deposit. 

However,  we'll send an email to the Casino Representative and ask them to explain what happened here. Keep you updated.

Then what's the point of having affiliates bounces and option so they don't have to pay you out when you win big by accusing you of multiple accounts ??? And what bothers me is that I have withdrawn a total of successful 18 transactions out of 19. 19 being this one. Wouldn't this problem of me having multiple accounts come up a long time ago ?

Hello China26,

Ok, so you had 18 successful withdrawals before this one and now they've accused you of having multiple accounts. We've sent an email to the Casino Representative. We'll see what they'll say. Keep you posted.

Yea I've attached 2 pics as proof 

Thank you China26.

Update yesterday they told me the released my withdrawal with hash id  "hallelujah" BUT "AW" that was at 6am yesterday ! I waited all day just for them to  tell me at 11pm even tho I was bugging all day asking for a update they tell me there's been a techinal issue ? Like if the gave me a a hash that means it's been sent right ? Lol so yea I been emailing them asking for updates cause cause live chat can't provide me with that info but no response yet 

Hello China26,

Thanks for the update! We still haven't received a reply from the Casino Representative. We've sent them a reminder email.