Fortunejack - confiscation of my winnings

[kerosin48]

What happened: I registered at this casino in September. I deposited and withdrew funds. One day I requested for withdrawal but it asked me for KYC verification, I have given my national passport and live check, it was written that verification was passed. but after 10 hours later I got a email that "your verification is failed". https://talkimg.com/images/2024/12/03/pP3I5.png  I asked them tell me what's wrong but they don't answer why they stole my money. This bookmaker has a very good reputation. I don't understand what's going on and how is this possible? I am ready to provide any documents, any checks.

Scammerss Profile link : https://bitcointalk.org/index.php?action=profile;u=303298

Amount Scammed: 1800 USDT
Payment method: USDT (TRC20)
 
Correspondence with fortunejack:

- Hi Sovok414,
Please,  be  informed  that  due  to  failed   KYC  you  can  withdraw only   deposit  amount  335 USDT.
Total  deposit  amount  is   4,136.23USD, already  withdrawn  amount  is  3,289.75USD
​After  withdrawal  account  will  be  blocked 

- What is going on ? I sent you my National Passport
Why did my verification fail?
This is unfair
I am ready to provide any documents, any checks.
I hope this is a mistake. Waiting for an answer

- Hi Sovok414,
This was casino's decision, you can only withdraw 335 USDT.
Total  deposit  amount  is   4,136.23USD, already  withdrawn  amount  is  3,289.75USD
After  withdrawal  account  will  be  blocked .
Best Regards,
FortuneJack Team

-Explain to me what I did wrong? Why did you steal my money? It's not fair.

-Hi Sovok414,
It was casino's final decision and we're letting you withdraw what's left from your deposited amount that you haven't withdrawn yet >>> 335 USDT.
Best Regards,
FortuneJack Team

-firstly my deposits were 4,136.23USD already withdrawn amount is 3,289.75USD
4136-3289=847
secondly why can't i withdraw my winnings? may i know the reason why you stole my winnings?

[kerosin48]

Is this really the best casino?
https://talkimg.com/images/2024/12/03/pPeaW.png

Why does a casino with such a rating steal money? And does not explain anything. How can I fail verification? I just sent them my passport.
How is this possible?

They wrote to me:
Balance update
Your balance has been updated
https://talkimg.com/images/2024/12/03/pPqtJ.png
This is just ridiculous. Yesterday it was 2200 USDT. Today it is 350 USDT.

[owlcatz]

This does seem very weird, but did you break any of their terms and conditions?

https://fortunejack.com/faq/terms_and_conditions

Just reply again and politely ask what TOS rule did I break etc?

Also, what were you doing exactly there? Are you in a legal country? You can answer that yourself I guess too, just by fully reading the above link.

Maybe they'll reply, who knows.

@FortuneJack

[kerosin48]

This does seem very weird, but did you break any of their terms and conditions?

https://fortunejack.com/faq/terms_and_conditions

Just reply again and politely ask what TOS rule did I break etc?

Also, what were you doing exactly there? Are you in a legal country? You can answer that yourself I guess too, just by fully reading the above link.

Maybe they'll reply, who knows.

@FortuneJack

I didn't do anything wrong. I was betting on sports.
I have already sent many messages. The answer is always the same.
I am from Russia. Forunejack accepts players from Russia

[owlcatz]

I didn't do anything wrong. I was betting on sports.
I have already sent many messages. The answer is always the same.
I am from Russia. Forunejack accepts players from Russia

All good man, was just asking.

As I said, this feels wrong - But absent of any reply from them is not a good sign either way, as to the "WHY" here.

Just don't overdo it on the messages, keep your anger level low - I understand you are pissed, but as former customer rep, nobody likes to be yelled at, even in emails.

Keep it cordial, be persistent. Just saying, being nice usually wins.

[holydarkness]

FortuneJack --as many other reputable casinos mostly do-- usually gave their explanation regarding the point in their ToS that someone breached that warrant them to take action against the account.

Let me try to page their rep. At least we'll get a better and more complete picture, and we'll see how should we proceed from that point.

[Mahdirakib]

~ One day I requested for withdrawal but it asked me for KYC verification, I have given my national passport and live check, it was written that verification was passed. but after 10 hours later I got a email that "your verification is failed". ~snip~

Their support team response is strange. They aren't providing further information to you. However, as 'holydarkness' has expressed above, you might get a proper explanation from FortuneJack representative here. Your KYC verification has been marked as failed by FortuneJack team. This is what they have stated about failed KYC verification in their terms:

In the event our requests for documents are not duly completed by the User within the established time period, the Company may at its sole discretion, block and terminate the Account and confiscate any funds that are present therein. Should the documents fail our internal security checks – for example, if We suspect that they have been interfered with, or are in any way provided to mislead or misrepresent – We shall be under no obligation to accept such documents as valid, and under no obligation to provide feedback on the exact nature of our findings with regards to these documents.

[holydarkness]

~ One day I requested for withdrawal but it asked me for KYC verification, I have given my national passport and live check, it was written that verification was passed. but after 10 hours later I got a email that "your verification is failed". ~snip~

Their support team response is strange. They aren't providing further information to you. However, as 'holydarkness' has expressed above, you might get a proper explanation from FortuneJack representative here. Your KYC verification has been marked as failed by FortuneJack team. This is what they have stated about failed KYC verification in their terms:

[...]

They've replied to me and assured us that they'll give a visit to this thread and explain what happened.

Might worth to mention that [as the rep also made me aware] OP also raised a dispute resolution attempt on CG: FortuneJack Casino - Player’s KYC verification has failed., so a more active discussion will probably happen there.

[FortuneJack]

Hello, BitcoinTalk community.

After examining the case, I’d like to share our findings with you. Like Holydarkness mentioned, OP has also opened a case on CasinoGuru, and it’s currently open and you can follow how that goes as well.

The OP failed KYC because different people were undertaking the verification process during different attempts. Two different people were on camera during different KYC attempts.

The first attempt was on Nov 11th, and it automatically failed because the person on the camera and the person on the identification document provided by OP weren’t the same, after which our team notified OP that they had 30 days left to complete the KYC.  The second one was on Dec 2nd, and it was a different person trying to do the KYC this time. This is obviously against our Terms and Conditions.

OP also mentioned that the actual difference between their Deposits and Withdrawn amount is  4136-3289=$847
They're right. I can confirm that this amount is on OP’s balance currently, and they can withdraw it, meaning they will be able to withdraw their entire deposit amount.

OP was also restricted by our Sportsbook provider on Nov 12th

Since the KYC wasn’t completed successfully because of multiple people trying to do it, OP will not be able to withdraw their winning amount, but despite this violation, they can withdraw their full deposited amount.
I will now attach relevant sections of our Terms and Conditions.


ADante - FortuneJack community team.

[Cointxz]

^sounds a bit unfair for me with this decision to hold the winnings if the problem is just the failed KYC and there’s no other violation related to game cheating or sort.

What I’m assuming is OP try to use different identity probably family member/close friend since the first KYC was failed while the account itself still no registered name under it. Maybe if your support try to help him by clarifying why his first KYC failed then he can just repeat the process.

[kerosin48]

My English is weak. And I asked my brother to help me with the translation. I didn't know how to pass the verification correctly. He helped me with the translation and told me where to upload the document. I sent you my documents. Because of this, you stole all my winnings? This is unfair. They stole the money because my brother was in the room. It's just unbelievable.

[kerosin48]

It's hard for me to express my thoughts in English. But I'll try.
When I was going through verification, the webcam immediately turned on. And I had to take a photo of my passport. I took a photo and sent it. Then I took a selfie. My brother was next to me. He helped me with the translation. Do I understand correctly that all my money was stolen because my brother was next to me?

[Andrew221]

This is simply unbelievable. Fortunjack, don't disgrace yourself. Return the winnings to the client.

[Mahdirakib]

When I was going through verification, the webcam immediately turned on. And I had to take a photo of my passport. I took a photo and sent it. Then I took a selfie. My brother was next to me. He helped me with the translation. Do I understand correctly that all my money was stolen because my brother was next to me?

As the way you have created this thread and followed the scam accusation format of Bitcointalk forum, it doesn't look like your English is weak. Your winnings have been confiscated as you tried to complete the KYC verification with different people and documents. Let's have a look into the explanation of FortuneJack representative

The first attempt was on Nov 11th, and it automatically failed because the person on the camera and the person on the identification document provided by OP weren’t the same, after which our team notified OP that they had 30 days left to complete the KYC.  The second one was on Dec 2nd, and it was a different person trying to do the KYC this time. This is obviously against our Terms and Conditions.

Seems like there were 3 different people involvement to complete the KYC verification of your account. Was it you and your so called brother on the 11th November, then a different person on the 2nd December? It is strange that there was 21 days gap between those attempts. Any betting site will confiscate the winnings and block the account in this type of suspicious KYC verification attempt.

[kerosin48]

When I was going through verification, the webcam immediately turned on. And I had to take a photo of my passport. I took a photo and sent it. Then I took a selfie. My brother was next to me. He helped me with the translation. Do I understand correctly that all my money was stolen because my brother was next to me?

As the way you have created this thread and followed the scam accusation format of Bitcointalk forum, it doesn't look like your English is weak. Your winnings have been confiscated as you tried to complete the KYC verification with different people and documents. Let's have a look into the explanation of FortuneJack representative

The first attempt was on Nov 11th, and it automatically failed because the person on the camera and the person on the identification document provided by OP weren’t the same, after which our team notified OP that they had 30 days left to complete the KYC.  The second one was on Dec 2nd, and it was a different person trying to do the KYC this time. This is obviously against our Terms and Conditions.

Seems like there were 3 different people involvement to complete the KYC verification of your account. Was it you and your so called brother on the 11th November, then a different person on the 2nd December? It is strange that there was 21 days gap between those attempts. Any betting site will confiscate the winnings and block the account in this type of suspicious KYC verification attempt.

I didn't use other people's documents.
Fortunjack, show me proof that other people passed verification.
I'm not an idiot. They just deceived me.
I didn't send any documents except my passport. Why are they lying?

[kerosin48]

To get verified on their website, I clicked the upload document button, and the webcam on my computer turned on. I wasn't alone in the room. My brother was with me. I uploaded my passport. Then a selfie. I didn't even know that a video was being recorded. No one else tried to get verified. I didn't send anyone else's documents. My money was stolen just because my brother was in the room. This is absurd. If there is evidence that I sent anyone else's documents, then send them.

[holydarkness]

^sounds a bit unfair for me with this decision to hold the winnings if the problem is just the failed KYC and there’s no other violation related to game cheating or sort.

What I’m assuming is OP try to use different identity probably family member/close friend since the first KYC was failed while the account itself still no registered name under it. Maybe if your support try to help him by clarifying why his first KYC failed then he can just repeat the process.

Not sure if this is the exact same thing that happened here as what I had in mind from my experience overseeing other casino's situation, since that case was about questionable KYC selfie, which roughly the same as what's being counter-accused to OP here.

But, and first thing first, the winning was being hold as the KYC verification process suggested that the account holder and controller are not the same as the one performing KYC. This lead to a strong possibility of a bought account. Though not explicitly mentioning a case of bought account, they actually covered this in there ToS,



By the terms agreed between OP and the casino, they actually have the rights to confiscate everything, even the amount deposited.

That said, second thing I'd like to address is what mahdirakib also brushed upon. OP, is there any reason why you need a very long time to do the second verification?

Normally, at least if I was in your shoes, upon being notified that my KYC failed to be verified and I was asked to re-perform it, even with my procrastination tendency, I'll do that by the weekend after I got notified, at the latest. So why wait that long?

[kerosin48]

First of all, there were no failed verifications. I sent them my passport on December 2.
Why did it take so long? Because they have a very strange casino. To pass verification, you need to write to them by email, wait for their response, and only then they will open an account for 24 hours. If you don't have time, they close the account again. I work on the train. I can't be online all the time.

[holydarkness]

First of all, there were no failed verifications. I sent them my passport on December 2.
Why did it take so long? Because they have a very strange casino. To pass verification, you need to write to them by email, wait for their response, and only then they will open an account for 24 hours. If you don't have time, they close the account again. I work on the train. I can't be online all the time.

On the train that... is without shift and for entire days of the week? So you're pretty much occupied 24 hours daily 7 days weekly? Oh my.

Uh, anyway, can't help but being curious, since I am sure what above is not the case [24/7] and you do work in shifts and have several hours off every now and then [perhaps days off too], how many times do you inqure for re-KYC after they told you that you failed the first one?

[kerosin48]

First of all, there were no failed verifications. I sent them my passport on December 2.
Why did it take so long? Because they have a very strange casino. To pass verification, you need to write to them by email, wait for their response, and only then they will open an account for 24 hours. If you don't have time, they close the account again. I work on the train. I can't be online all the time.

On the train that... is without shift and for entire days of the week? So you're pretty much occupied 24 hours daily 7 days weekly? Oh my.

Uh, anyway, can't help but being curious, since I am sure what above is not the case [24/7] and you do work in shifts and have several hours off every now and then [perhaps days off too], how many times do you inqure for re-KYC after they told you that you failed the first one?

What's funny? I don't understand English very well. I tried to upload my passport. It's in Russian. Their system translated my data into English. Everything was translated badly. https://talkimg.com/images/2024/12/05/ps5XG.png I didn't succeed. Is this a failed verification?
I asked my brother to help me with the translation. So that he could explain what exactly they wanted from me. They accepted my passport and selfie. But in the morning I received a letter that verification failed.
I did not try to deceive the casino in any way.
I am waiting for proof that other people sent you their documents.