I signed up to them a few months ago after one night of playing and getting a decent win I called it a night after waking up to be told I'm doing fraudulent and illegal activity, now for months I have asked what I actually did, I wasn't sure if I had another account from years ago which I hadn't accessed and would be my old email I don't have access to, they couldn't and still can't tell me, then asking for a refund not even of my winnings just my deposit they told me they issued one in April ( after closing my account in March) so I check my emails nothing on there saying it and checked my bank statements no refund. After that asks me to send my bank statements through so I did. Just to be told to talk to the live chat to resolve who told me to email to resolve when I call they say no one is available. Still no information why my account was closed even though I constantly ask so I don't make the same mistake. Not happy.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Joe Fortune Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the account closure and verification of your account? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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Thanks for your reply.

Is there any communication between you and the casino, where support accuses you of fraudulent activity, and that the refund is being processed?

Please forward any such communication to my email at [email protected]

I apologize for the inconvenience.

Hey yes I put the pictures up before I'll do it again now I went to bed after putting in for a withdrawal and woke up to them cancelling my account I keep asking what I have done but they say they cannot share the case at this time but it also says the case is closed I am very confused. I may of had an account with them years ago with an old email that is no longer active but I haven't used the account in years. I forgot about it but I wouldn't be able to access it if I wanted to and they would see there has been no activity for at least 5 years on it.

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Thank you very much, dylandzundza1, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello dylandzundza1,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Joe Fortune Casino to join the conversation.

Dear Joe Fortune Casino,

We would like to express our view that just the sole existence of a duplicate account, particularly when it does not confer any unfair advantage to the player, should not serve as a legitimate basis for withholding the player's winnings. Could you please clarify whether the sole reason for the confiscation of the player's winnings is the presence of an old, inactive account that the player supposedly has not used for a considerable time, or are there other reasons? If there are any additional factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at [email protected].

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear dylandzundza1,

I have tried to contact the casino repeatedly, but apart from a brief "generic" response:

Due to the Privacy Policy, it is recommended that account holders contact Joe fortune’s Customer service team to discuss any concern or dispute they may have, as we are not at liberty to divulge player’s personal information and/or account activities with third parties.

 

Additionally, players can contact the Dispute Resolution Office (DRO) as an alternative and final avenue to contest a decision that took place in the account which was not resolved at the supervisory level.

 

Kind regards,

 

Dispute Resolution Officehad

I had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino currently operates without a valid license

and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru