What Happened
A player says FortuneJack marked a 70 EUR withdrawal to their Neteller account as confirmed, but the money never arrived. Support kept saying the right department was on it, and after about a week nothing had changed. The casino says it sent two payments on 4 October, of 20 EUR and 51 EUR, to the Neteller account tied to the player's email.
How It Developed
- Complaint opened about a week after the withdrawal was marked as confirmed.
- The casino said it had sent the mediator proof of two payments made on 4 October, 71 EUR in all, and asked the player to check their Neteller history for that day.
- The player answered that their email did not appear on the casino's screenshots and that their Neteller history for 4 October showed nothing coming in. They also mentioned a support email about a 22.50 EUR payment that never arrived.
- The player sent the casino their Neteller history for 1 to 19 October 2026 and took the casino's screenshots to Neteller. The casino's time to reply is still running.
Ongoing
The casino says 71 EUR was sent on 4 October; the player says it never reached their Neteller account.
What Has (and Hasn't) Helped
Matching records is the next step: the casino says it has proof of sending, and the player says their statement shows nothing came in. Ask the payment service to trace the transfer by its transaction ID, and check the casino paid the same account and email you use.