Hello, BitcoinTalk community.

Firstly, apologies for the delayed response.

The OP had their winnings confiscated because of an unsuccessful KYC and a violation of section 8.1 of our Terms and Conditions. The Original Poster’s (OP’s) KYC attempt wasn’t successful because different people performed the KYC during multiple attempts. Unfortunately, I cannot share the footage of the KYC here, but I will try to describe in detail what happened.

Generally, during the KYC process, the camera captures multiple pictures that are transformed into a collage for us. A KYC attempt can be unsuccessful, but users still get 30 days to complete verification, and once a KYC attempt is successful, our security team manually checks all of them.

The first KYC attempt took place on 24th February. During this attempt, no person is seen in the footage/ collage, but someone is pointing the camera at a desktop screen displaying a picture of OP’s identification document.

We have another collage on February 25th; this time, it’s a person taking a selfie. For future clarity, I’ll refer to this person as “Person A”. “Person A” did not match the face of the ID Documentation provided from the day prior.

Another attempt was made on February 26th; this time, we have two new people, “Person B” and “Person C”. These two people appear in the collages: “Person B” is seen while trying to take a picture of the ID Documentation. “Person C” appears in a different collage and is actually the one whose ID we have been provided.

After a manual check, our team noticed 3 different people appeared during the verification processes, and because of this, the KYC wasn’t completed successfully. The OP was not allowed to withdraw their winning amount, but despite this, they can withdraw their full deposited amount.

I hope I was able to explain the situation without sounding too confusing, and due to the nature of the situation, I am not able to share any “evidence” here. OP can obviously submit a case to a mediator like CG or AG if they would like to.


Thanks


- ADante

Can we all please uhh... relaxed a bit and take it down a notch?

I got a reply of PM from FJ's representative. Their absence [very short absence, to be honest, just a couple of days] were due to a public holiday. They've noticed this thread and will soon come to address the matter once they know more. Until then, let's not take any drastic measure, everyone stays in their seat [definitely the one in their home, not the one in an airplane] and keep it contained in this forum and see if we can get it resolved.

OP, I know that waiting can be kinda stressful, but it's just two days since I reached their rep with PM and they haven't been online from the day before I sent my PM, so there is a very big likelyhood that they are yet to notice my PM. If you don't mind to wait for a couple more of days, see if they returned to the forum around that time, it'll be very much appreciated.

I think I have their rep's personal contact, though I have yet to ever reach them there, so rest assured that if by [let's set a deadline here] Thursday they are still not yet online and address your matter, I'll try to find a way to gain their attention and bring them here to address it. Does that sound good?

Consider yourself lucky they are allowing you to withdraw coins you deposited, they could easily confiscate everything.
I dont trust fortunejack, they have very strict verification procedure and they tried to confiscate money to other users from this forum.
Only way you can beat them if you take them to the court and sue them, if you think you are on true side.

Generally new accounts claiming promotions will receive the same accusations/multi account so do you claim the deposit bonus or freebet? The first time I created an account and requested my withdrawal I got the same accusation but since I didn't claim any promotion so I can prove there is no reason to have more than one account and that reason is acceptable. I have checked your thread and they give back your deposit while all your winnings are frozen, yeah we don't know if that's fair enough but they don't take your money it's just that your efforts to win it are in vain.

Fortunejack is a renown casino, so I doubt they want to "scam you". They follow laws and regulations.

Also, in the proof you have submitted, nowhere does Fortunejack tell you that your ban has something to do with too many people being in front of the camera. They are accusing you of having multiple accounts to yourself.

Possible solution to get your account back : contact the casino again and ask to re-submit your KYC. Multiple accounts from the same household might be mistaken for "multiaccounting". But any household member can simply turn  in their own KYC to remedy this unless it is forbidden in the T&C in the first place.

Perhaps you use a VPN? That might be the issue?
Same remedy. Contact the casino and explain the situation.

But if you really do have multiple accounts or otherwise went against the terms of service then that is your own fault. Next time read the whole terms and conditions (T&C).

To start with, let me help you quote your post in other to be able to view your images posted, but I discovered they aren't showing, something must be wrong from your posting.

To the discussion in full, I don't seem to believe on everything been said here without viewing any evidence to back it up, but am surprised at the because fortune Jack has been in this platform for a while and there have been many users in the platform right from this end and they are not complaining anything about the use of the gambling platform, why should your case be different if there is nothing wrong from what you have done that might have warrants for the restriction place on your account from making withdrawals.

That use of public Wi-Fi could have caused you some issues, if indeed you are innocent. I think the best thing to do if you are not satisfied with the verdict is to try to make a complaint via AskGamblers or CasinoGuru. That both you and the casino will present some information to the mediator, and they will determine if the casino lied or not.

If i understood everything correctly, FortuneJack says that during the KYC procedure, you were not the only one in the view of the camera? It means you were asked to take a selfie photo right, as part of the KYC process. The second one is multiaccounting, which i know is prohibited in most casinos, but can this be proven. The email you shared also stated that they reserve the right to qualify an account of a family memeber, friend... as yours, and hence multiaccounting, is that right? Does that mean i and my brother can't play on the casino?

@FortuneJack representative is active in the forum, so it would be nice if he can give more information on this. @Holydarkness, do you have any contact at FortuneJack, maybe you can ring them to make some things clear about this case.