What Happened
A player from Germany says they deposited at FortuneJack around March 2026, won, and requested a withdrawal that was never processed because they missed a verification email. By the time they noticed, in June, the account was closed with about €555 inside, and their emails went unanswered. FortuneJack said it had emailed three times, waited a month, then closed the account under its terms, and that the balance could still be withdrawn.
How It Developed
- 2026-07-14The player sent the mediator a screenshot of the verification request and said the last contact with the casino was 13 June.
- 2026-07-21A resolver asked FortuneJack to explain.
- 2026-08-05FortuneJack said three KYC emails went unanswered for a month, so the account was closed, but the remaining balance can still be withdrawn.
- 2026-08-11After the mediator asked how a closed account could withdraw, the casino said it had unlocked the account.
- 2026-08-15The player said the casino's email confirmed this but the login still showed an error; on 17 August FortuneJack said it should now be unlocked.
- 2026-09-01The player never confirmed whether the login worked, and the complaint was closed for lack of response. It can be reopened.
Abandoned
FortuneJack says it unlocked the account twice; the player last reported it was still locked, then stopped responding.
What Helped
Pushing through the mediator got the account reopened, at least on the casino's side, within three weeks of the resolver stepping in. Whether the €555 was actually withdrawn is unknown: the player's last word was that the login still failed. Watch your inbox and spam folder for KYC emails after a withdrawal request; missing one can close the account.