Topic: Fortunejack - confiscation of my winnings - page 3. (Read 1353 times)

I guess my initial post wasn't clear enough, so I'd like to clarify. There weren't 3 different people involved in the KYC process, it was two. During the first KYC on Nov 11th, it was one person (Who OP claims is their brother), and the identification document provided at that moment did not match THAT person, the picture on the document and the person on camera during the KYC were not the same person, so the KYC was unsuccessful.

- You are lying. On November 11, I tried to upload my passport. I didn't even start the live check.
You can't start the livecheck if the document hasn't been verified.

Why did I have to upload my passport on December 2 if you say the document was already accepted on November 11?

They are just lying. I ask to see a video of someone else doing the livecheck instead of me. Show me the video of him spinning his head around, blinks and does what is written on the screen.

I am not an idiot to upload my passport and then give my phone to my brother to do the livecheck.

Give me back my winnings. Don't ruin your reputation.

KYC verification system isn't automated on any casino. You have to follow the instructions to complete the KYC verification on every platform. It works in the way like you have described here.

I had completed the KYC verification at FortuneJack a few years ago. I can't recall how the process was actually. If I remember it correctly, I had to blink my eyes and move my head. So, I think that the problem hasn't happened for being two people in the same frame.

FortuneJack sportsbook odds provider is Betby. We have previously seen a lot of complaints here in the forum where the account of the users were blocked by Betby odds provider in different sportsbook. Usually, they make the decision by following the betting pattern. I don't think the decision was taken by the odds provider by following the KYC documents.

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Anyway, we have already said enough here and heard enough from OP. Let's wait for FortuneJack team to come with further explanation and shareable evidences (either here or in the Casino Guru).

The question why the provider restricted the OP should be answered as this could shed some light on this.

to make things abundantly clear, according to you, the photo that invalidate your first KYC process were actually a photo of your passport, where there were the two of you being visible on the camera, not one person like ADante explained?
- I tried to take a photo of my passport using a webcam. They couldn't recognize the document. When I tried to take a photo of my passport, the webcam was on. And they were recording what was happening in the room. I didn't even know about it. And apparently they saw that I wasn't alone in the room. I didn't take a photo of my brother, I didn't upload his document and selfie.
If I had uploaded my passport. And my brother would have passed the live check, then why did they give me a second chance to pass verification? For what?

I applaud your eagerness to learn English, though, given with all of those difficulties, you still set your device default language as English.
-I wrote a message on this forum. My keyboard was switched to English. This is a strange claim

Imagine the situation. You need to pass verification. You click the button to upload a document. It says you need to upload your passport. You go to another room to get your passport, and at that moment your girlfriend/mom/dad comes into the room. Would this be the reason for the verification failure and confiscation of the winnings?

to make things abundantly clear, according to you, the photo that invalidate your first KYC process were actually a photo of your passport, where there were the two of you being visible on the camera, not one person like ADante explained?

And your brother was there to help explains English to you because your English is [if I may speak bluntly, with no offense intended] so bad that you can't understand the simple English written in the instructions? The same reason you needed translator to write fluent English in all of these posts?

I applaud your eagerness to learn English, though, given with all of those difficulties, you still set your device default language as English.

Nor that you checked your KYC process all that time? If I am not mistaken, you initially got into this case when you requested for withdrawal, and they locked it, asking you to do KYC. You submitted it, you leave it for almost one month, and you didn't check nor realized that it got rejected. You also did not re-try to do withdrawal in the meantime? All that long?

On November 11, I tried to take a photo of my passport using a webcam. It was not accepted. I did not start the live check. You can't do it until they accept the passport.
Now Fj say that I failed this verification. But I didn't even realize that I failed it. They didn't send any letter that the verification was failed. They just didn't accept my passport. I thought I'd upload my passport next time. But next day I couldn't log in. I wrote them an email about it https://talkimg.com/images/2024/12/07/pjMs8.jpeg
They didn't say my verification failed. They opened the account for 24 hours. But I was at work at that time. I wrote to them about this https://talkimg.com/images/2024/12/07/pjPXw.jpeg They closed my account again. And said I have a month to verify.

On December 2, I wrote to them that I was ready to go through verification. They opened me account. I uploaded my passport. It was accepted. I scanned the QR code with my phone and turned my face. The account was verified https://talkimg.com/images/2024/12/07/pjTcN.jpeg
The withdrawal was closed. I wrote in the chat. They said wait. After 10 hours I received a letter that verification failed


Though they actually said there was only one person in that first KYC [your narrative would imply you and your brother got in frame] that is your brother and which prompt them to reject the KYC as the person didn't match the ID... if you can help me understand, why do you submit the photo with your brother in it instead of retaking one that is "clean"?
I am sure they gave you option to review photo, retake and reupload them prior to submitting the entire KYC process?

I didn't upload his photo. I'm not an idiot to upload my passport. And then give the phone to my brother so that he turns his head

You all misunderstood what happened. You think that I sent my passport, and my brother did the live check. This is not true. I will try to explain again.

I was sitting at the computer. And I wanted to go through verification. I clicked the "upload document" button and the webcam turned on.
I had to take a photo of the passport with my webcam. This is what it looked like: https://talkimg.com/images/2024/12/07/pjnyD.jpeg
And at that time my brother was in the room. He was sitting next to me. It was not a life check verification. It was the first stage, when you had to take a photo of the passport. Apparently they were recording what was happening in the room when I took a photo of my passport. I did not upload his photo. They did not accept my passport the first time and therefore I could not pass verification. I did not even try to pass the live check.

In order to pass the live check, you have to scan the QR code on your phone and turn your head in a circle. My brother did not do this. I did it on December 2. And my account was verified.

My brother didn't upload his documents, my brother didn't pass live check. He just sat next to me when I tried to take a photo of my passport with my webcam.

Sorry, it's very hard for me to explain this in English. I used a translator.

this entire KYC process is confusing. i mean, does FortuneJack keep the laptop camera on the entire time during KYC? and if other people are present, that cause the KYC to fail?
as far as i know, most automated KYC processes that require a face check are prompted to be done on mobile.

if FortuneJack could explain how the KYC process is done exactly, it would help clear things up.


i assume you did the above during the second KYC attempt, and the KYC was successful based on FortuneJack words, only to be revoked later because the face didn't match the one from the first failed attempt?
if that's the case, and since they approved the KYC without any issues on the second attempt, they should pay OP in full, imo.

but things are still not clear and OP story has some holes in it that don't quite make sense.


you say your brother was in the room with you, was he next to you? in the background? where exactly was he in the room during the live check?


you did the live check on your phone, right? (assuming that's what the QR code is for)
so if the live check is done on the phone, why would they turn on the webcam on the computer during the first KYC attempt?

Thanks holy for explaining the first part with the video call which I thought it was.

One more thing I wonder.  This KYC process, was this just a picture that's taken (when the camera turned on)? Or is there even a video? Since it's a liveliness check there should be some sort of recording maybe?
If there was a video then FJ should be in possession of this video, right? I mean if there was one, it would be easy to tell from the reaction of the 2 people in the video what's going on.
If it's just a picture, then like holydarkness stated, there should have been an option to retake the picture. Every automated KYC process I ever went through had the option to retake the picture before accepting it, to avoid sending an unclear picture or whatever.

The whole situation is so confusing.

Nor that you checked your KYC process all that time? If I am not mistaken, you initially got into this case when you requested for withdrawal, and they locked it, asking you to do KYC. You submitted it, you leave it for almost one month, and you didn't check nor realized that it got rejected. You also did not re-try to do withdrawal in the meantime? All that long?


Though they actually said there was only one person in that first KYC [your narrative would imply you and your brother got in frame] that is your brother and which prompt them to reject the KYC as the person didn't match the ID... if you can help me understand, why do you submit the photo with your brother in it instead of retaking one that is "clean"?

I am sure they gave you option to review photo, retake and reupload them prior to submitting the entire KYC process?

how many times do you inqure for re-KYC after they told you that you failed the first one?

0. I didn't even know that verification failed. No one told me about it in letters or in the chat. https://imgur.com/a/uqHNIP3

I'll try to explain. I hope you understand me.
To pass verification, you need to do 2 things:
1) send a passport
2) turn your head at the camera in a circle.
No one except me did these things.

When I tried to pass verification for the first time. I clicked the "upload document" button. And the webcam on my computer automatically turned on. I tried to take a photo of my passport, but the System did not recognize the document. At that time, my brother was in the room with me. And only because of this, they refuse to pay my winnings. Apparently, they record everything that happens in the apartment.

To pass the live check, you must scan the QR code. And turn your head in a circle. My brother did not do this. Only I passed the verification.
I am accused of the fact that when I uploaded the passport, the webcam on the computer turned on and my brother got into the frame

My question is, unfortunately, still left unanswered. To avoid language barrier, I'll make my question rather obvious for you to find: how many times do you inqure for re-KYC after they told you that you failed the first one?

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I think they refer to the liveliness check or a selfie [though selfie will be a tad bit more severe case, read below on my reply to mahdirakib], not an advanced-KYC video call verification. That's why they keep saying "camera" and not "video", which make their next explanation also more understandable. They can't accept the first KYC because after the data being submitted, the lively check [of which according to OP's side, should be his brother's face] being submitted to the system shows a different face than what the ID [OP's own] had.

If I may guess, they asked for second KYC because it was the automated system that detect differences. Or rather, it was unable to verify matches, thus it asked for another attempt, perhaps it's programmed to ask for another check suppose it can't verify the similarity between liveliness check and the image on the govt ID. Thus, "they" asked for a resubmission, with "they" refer to the automated system.

OP submitted the second one and it got accepted as OP gave his face this time. However, upon being manually checked by human operator, they found out that the KYC should be deemed failed from the first time as it was not a case of an unverifiably-match face, it's a completely different individual.

FortuneJack, you're free to correct me if I am wrong.

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I'll start by saying that I think I might understand the point of your post wrongly. But suppose I am right and you're trying to say that "bought account" is a term where the player try to falsify KYC through submitting someone else's ID is a less-likely case here as there were no fund being unverified, small chances of of bonus and VIP level benefit abuse, and the winning being normal, thus the effort to falsify KYC outweight the amount disputed... sadly, from what I witnessed throughout my stay and being active in this board, the reason that someone bought an account is broader than that.

Sorry, I mean "bought an account", as in the account owner and the ID is actually real.

The username and the ID was indeed owned by that very human. The username HolyDickness is owned by a human being born under name Holy Dicky. And he played there quite often, or perhaps just created and never played. Point is, he owned that account until one point in Mr. Dicky's life where someone approached him. The account then, moved hand.

One Ms. Halley Darkness bought the account, operated it ever since, and at one point, when the casino asked for KYC, as agreed by them when the account exchanged into fund, Mr. Dicky will re-access the site to perform KYC when requested.

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If my guess was right that ADante was referring to liveliness check or a selfie, it made quite more sense than a simple innocent of having two people messed up face verification. I mean, if it's a video verification and they messed it up by having his brother translating the step to him when the camera suddenly turned on and recording them, then automatically uploaded the result to their system without OP hitting the "submit button" [because otherwise, he can just retake before submitting it] then yes, it's a hilarious mistake. But, what are the chance that FJ's KYC system automatically submit data without the player hitting the button?

So, probably it's a liveliness check, where a person needed to move their head up and down, right and left, smile and frown and open their mouth and sing their national anthem... I think a story where the brother accidentally performed the check for OP because he's translating to OP became quite questionable [and unacceptable] while FJ's reason to ban the account after manual check despite OP passed the second verification became quite understandable [and acceptable].

I mean, suppose we reverse the role and we asked our Russian-speaking brother to translate a KYC process of a site that's written in Russian, and we get into the part where the site asked for liveliness check, and our brother did that for us... because he happened to be in front of a camera... I'll personally roundhouse-kicked my brother out of frame and perform the rest of the liveliness check myself.

If OP claimed that he and his brother accidentally being in the same frame, though... that frame is very small. They're usually human-head shaped and require us to position our camera to a distance and angle that our face fill the entire space of the frame. How possible is it for the brother to accidentally be in that designated frame while the one that supposed to be in frame was not?

Now, if we talk about selfie check instead of liveliness check... it brought the case to a whole new level, because it uses and captured a significantly wider frame instead of the dedicated space like liveliness check. Both OP and his brother could fit on that screen. But... based on ADante's latest explanation, there was only one person in frame during first KYC,


So where was OP and why did his brother submitted the document [again, it's very doubtful that FJ's system will just snap and automatically submit things out of the player's control to submit or to retake] that will clearly got rejected?

Moving below to why and how I build this assumption,


A bought account.

What brought me to mull over this possible scenario in my head, the provider marked the user from different casino's KYC and relayed the info to FJ, maybe the other casino asked him just a couple of days before JF can, or at the same day, and maybe they flagged the oddity in OP's KYC documents right away instead of having the same scenario as FJ where they automated KYC asked for resubmission that let him pass.

This is what prompt FJ to hand-check the KYC [well, to be precise, I think the more correct sentence will be "the 3rd party verifier that's assigned to verify KYC for FJ," but at this point, it's a kartoffeln pohtahtoh] and found that their automatic system made a wrong call.

Too many maybe and perhaps even a far-fetched assumption, but my gut-feeling trigger me to build this assumption from the length OP needed to retake the KYC. It's more like a time needed for the account buyer to reach the previous owner to perform the KYC. Because, like I previously said to OP, even for a procrastinator extraordinaire, they'll stretch it to a weekend [or when OP has an off-day, given the added info that he works on train, that have their own schedule and the business runs 7 days a week].

So, OP, allow me to re-ask, how many times do you ask for re-KYC after they told you that you failed the first one?

So, the decision has been made based on the mistake of the video verification (face verification) process during the first attempt! Maybe it was indeed a mistake from OP's side in the first attempt (he and his brother messed up in face verification). In my opinion, OP should receive his whole balance if the documents are valid and OP have completed the verification successfully in the second attempt. Anyway, what about this?


Why such decision came from the odds provider? Was there any sportsbook abuse by OP?

@ADante, OP has said that he works on train, and couldn't manage any time to complete the verification in the November month after the first attempt. Has your team verified his occupation (source of funds)? Is the claim of OP true about the KYC verification procedure?

I totally understand the ToS of casino that’s why I think it’s unfair for a simple mistake. I’m not sure a bought account will rule out here since the fund in question is unverified and the profit mostly comes from normal winning not a bonus abuse or VIP level benefit.

Although I have some doubts here on why OP do a simple mistake on KYC which can completed easily..

Anyway let’s see how this case unfolds since OP is willing to reveal the KYC he is provide to check whether he really submits KYC from different person or just some honest mistake .

What I wonder is, why was there even a KYC video call?? Is this standard at this site. I have been with countless sites in my life and never ever was I asked to do a verification call, not even when I was accused on something like multi accounting (which I proved to be a false accusation).
All I ever did was sending documents or providing screenshots of whatever, but a call, absolutely never.

Another things I wonder about, why was OP even allowed to do a 2nd KYC call attempt if the first one already failed due to the above mentioned problem? Doesn't make any sense to be honest. All sounds very fishy if you ask me. Sure OP also messed up with the first KYC call but he obviously passed the 2nd one so there is no reason to still suspend the account and keep is winnings (basically freerolling him). If you give him the possibility to do a 2nd call then you should also clear him if he passes it. Why else do it again anyway??

You constantly get your words mixed up. And you mislead people.
I sent you my document for the first time and didn't understand what to do next. I called my brother to help me with the translation. He just came and sat next to me. He didn't go through verification. You're lying. He didn't send his documents, he didn't send a selfie. He was just nearby. He didn't participate in verification. I didn't even know you were recording all of this. What's the violation?
You can send all the evidence. I agree

Hi again.

I guess my initial post wasn't clear enough, so I'd like to clarify. There weren't 3 different people involved in the KYC process, it was two. During the first KYC on Nov 11th, it was one person (Who OP claims is their brother), and the identification document provided at that moment did not match THAT person, the picture on the document and the person on camera during the KYC were not the same person, so the KYC was unsuccessful.
 
During the 2nd KYC attempt, on Dec 2nd,  the documentation provided was the same as the one during the first attempt. This time the document matched the person doing the KYC, which was the OP (Based on the claims of OP that the first person was their brother, and the 2nd time it was them). Because the document and the person doing the KYC matched, it was a successful attempt and the system automatically verified the user, but some time later our security team hand-checked the KYC and quickly realized that it was different people on the 1st and 2nd KYC attempt.

I'd like to reiterate OP can withdraw their entire deposit amount, with $3,289.75 already withdrawn and $846.83 on their balance

I obviously cannot share screenshots of documentation provided by OP or the KYC footage here. The CG case is open, and I recommend you all follow how it goes on.


Thank you


ADante - FortuneJack Community team

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.

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?

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.