I registered last week on fortunejack, I activated 20% cashback/lossback and deposit but not able to bet 2-3 days because I was busy, after 3 days when I was going to bet on fortunejack, I asked customer support, Emma was on other side and I asked her, am I still eligible for that cashback and she said yes. I did reconfirmed her and she still said yes it's activated. Unfortunately I lost bet on Barcelona and after 24 hours I checked mine acc and did not got cashback. I talked to her and she said if it's not credit to your acc in some hours, I will escalate to team. But now suddenly Customer support saying I am not eligible because I did not bet within 24 hours of deposit.
Here is the whole conversation with customer support before I bet and after I bet.
Conversation with Customer Expectations Team
Started on December 19, 2020 at 04:22 PM Tbilisi time +04 (GMT+0400)
--- December 19, 2020 ---
04:22 PM | Visitor: hi
04:24 PM | emma from Customer Expectations Team: Hi, how can I help you?
04:24 PM | Visitor: I activated 3-4 days ago, ist deposit lossback, and deposit fund but did not bet
04:24 PM | Visitor: Am I still eligible for that lossback?
04:25 PM | emma from Customer Expectations Team: Hold on, I will check this for you
04:26 PM | Visitor: ok
04:27 PM | emma from Customer Expectations Team: Players who have Activated 1st Deposit Cashback, will receive 20% cashback on their net loss from the qualifying categories, generated during 24 hours after their first real money bet.
04:27 PM | Visitor: I did not bet yet
04:27 PM | Visitor: so when I will do 1st bet, I will have 24 hours?
04:27 PM | emma from Customer Expectations Team: You can start playing
04:27 PM | Visitor: Thanks, I will bet today
04:27 PM | emma from Customer Expectations Team: You are correct
04:28 PM | emma from Customer Expectations Team:
04:29 PM | Visitor: THanks
04:38 PM | emma from Customer Expectations Team: You are welcome
04:38 PM | emma from Customer Expectations Team: Is there anything else I can help you with?
04:38 PM | Visitor: No thanks, that's it for now
04:40 PM | emma from Customer Expectations Team: Wish you the best of luck!
04:40 PM | emma from Customer Expectations Team: you can reopen chat at any given moment, we are here to assist you 24/7
04:44 PM | Operator: Help emma understand how they’re doing:
04:44 PM | Operator: Rate your conversation
04:55 PM | Visitor: hi
04:56 PM | emma from Customer Expectations Team: Hi again
04:56 PM | Visitor: that 1st dep bonus link not showing in my acc profile
04:56 PM | Visitor: are you sure its activated on my acc
04:58 PM | emma from Customer Expectations Team: You have 20% cashback activated at 2020-12-16 17:12:19, 110% 1st deposit bonus is voided as you can not use both at the same time
04:59 PM | Visitor: sorry, I means that 20% cashback
04:59 PM | Visitor: Because I am not able to see that in my profit
04:59 PM | emma from Customer Expectations Team: it is activated, don't worry
04:59 PM | Visitor: ok thanks so much
04:59 PM | emma from Customer Expectations Team: welcome again
04:59 PM | Visitor: was little worried, but support is very helpful to resolve querry
05:00 PM | emma from Customer Expectations Team: Great to hear it
05:00 PM | Visitor: Thanks again, and you can close chat.
05:00 PM | emma from Customer Expectations Team:
05:00 PM | emma from Customer Expectations Team: you can reopen chat at any given moment, we are here to assist you 24/7
09:13 PM | Visitor: Hi
09:16 PM | emma from Customer Expectations Team: Hi again
09:16 PM | Visitor: Unfortunately I lost on Barcelona
09:16 PM | Visitor: If I deposit again, will that 24 hour cash continue? or It's finished because I lost 1st deposit?
09:17 PM | emma from Customer Expectations Team: It is only first deposit
09:18 PM | Visitor: So now I can activate again any bonus?/
09:18 PM | Visitor: is there any bonus for sports?
09:19 PM | emma from Customer Expectations Team: All the ongoing bonuses, which can be credited will be visible from your end, in the bonus or free spin section.
09:19 PM | emma from Customer Expectations Team: active promotion on sports: https://fortunejack.com/promotions/premier-10/
09:20 PM | Visitor: Those 2nd/3rd dposit bonus I think not for sports,
09:21 PM | Visitor: Could you please confirm when I will get that cashback?
09:22 PM | emma from Customer Expectations Team: You are correct, it is not for the sports
09:22 PM | emma from Customer Expectations Team: after 24 hours of the first bet
09:23 PM | Visitor: OK thanks, You were really very helpful, I am new on this site so will take some days to understand fully. How system work here
09:23 PM | Visitor: You can close chat please.
09:24 PM | emma from Customer Expectations Team: welcome darling
09:24 PM | emma from Customer Expectations Team: You can ask anything, anytime
09:24 PM | emma from Customer Expectations Team:
09:24 PM | emma from Customer Expectations Team: you can reopen chat at any given moment, we are here to assist you 24/7
--- December 20, 2020 ---
06:00 PM | Visitor: Hi
06:00 PM | Visitor: did not received cash back yet
06:01 PM | emma from Customer Expectations Team: Hi
06:01 PM | emma from Customer Expectations Team: Hold on, I will check this for you
06:02 PM | emma from Customer Expectations Team: Players who have Activated 1st Deposit Cashback, will receive 20% cashback on their net loss from the qualifying categories, generated during 24 hours after their first real money bet.
06:02 PM | Visitor: yes
06:03 PM | emma from Customer Expectations Team: Kindly ask you to wait , it will be credited after 24 hours
06:04 PM | Visitor: I did bet I think 24-25 hours before
06:06 PM | emma from Customer Expectations Team: Hold on, I will check this for you
06:07 PM | Visitor: ok
06:17 PM | emma from Customer Expectations Team: Kindly ask you to wait 3 more hours, if it is not credited , I will update the relevant team about the issue
06:17 PM | Visitor: No issue, I want to deposit more, but I am waiting first this to credit
06:18 PM | emma from Customer Expectations Team: totally got you
06:18 PM | Visitor: THanks again,
06:19 PM | emma from Customer Expectations Team: welcome dear
06:23 PM | emma from Customer Expectations Team: Is there anything else I can help you with?
06:26 PM | emma from Customer Expectations Team: you can reopen chat at any given moment, we are here to assist you 24/7
--- December 21, 2020 ---
11:34 AM | Visitor: hi
11:34 AM | Visitor: still no cashback
11:35 AM | eva from Customer Expectations Team: Hi !
How can i help you ?
11:36 AM | Visitor: waiting for 20% cashback since yesterday
11:38 AM | eva from Customer Expectations Team: I will check it for you
11:38 AM | Visitor: thanks
11:42 AM | eva from Customer Expectations Team: I gave your case to the relevant team and as soon as they reach me back i will update you via email !
11:42 AM | Visitor: ok thanks
12:03 PM | eva from Customer Expectations Team: you can reopen chat at any given moment, we are here to assist you 24/7
07:11 PM | Visitor: hi
07:11 PM | Charlotte from Customer Expectations Team: Hello, how can I help you?
07:12 PM | Visitor: waiting for 20% cashback since long time
07:12 PM | Visitor: Don't know what is the issue?
07:12 PM | Visitor: Eva told me, she will mail me but did not got any mail
07:16 PM | Charlotte from Customer Expectations Team: please hold I will check and let you know
07:16 PM | Visitor: ok
07:21 PM | Charlotte from Customer Expectations Team: I have informed them and we will update you throughout the day
07:22 PM | Visitor: Ok
07:22 PM | Visitor: Don't think it's big issue
07:22 PM | Visitor: but taking so long
09:09 PM | Charlotte from Customer Expectations Team: you can reopen chat at any given moment, we are here to assist you 24/7
--- December 22, 2020 ---
11:13 AM | Visitor: Hi
11:13 AM | Visitor: what's happening? no news yet about this?
11:14 AM | Charlotte from Customer Expectations Team: hello
11:14 AM | Charlotte from Customer Expectations Team: we have emailed you yesterday
11:14 AM | Charlotte from Customer Expectations Team: please check your inbox
11:14 AM | Visitor: let me check strange not showing, may be in spam
11:16 AM | Visitor: Now I checked
11:16 AM | Visitor: please give me reason why I am not qualified?
11:16 AM | Visitor: I asked emma clearly, it's activated and she said clearly yes and I am eligible
11:16 AM | Visitor: Thre is not written anywhere that you have to bet same day
11:16 AM | Charlotte from Customer Expectations Team: "We are reaching out regarding your 1st deposit cashback, as far as we checked your offer was activated in 2020-12-16 17:12:19, deposit was made at 2020-12-17 15:24:29, however your first bet was made at 2020-12-19 12:48:37, that means due to the delay you are not qualified for the cashback.
"Players who have Activated 1st Deposit Cashback, will receive 20% cashback on their net loss from the qualifying categories, generated during 24 hours after their first real money bet."
11:17 AM | Visitor: Thier 1st real money bet
11:17 AM | Visitor: Not at the time of deposit
11:17 AM | Visitor: Customer support team told me I am eligible
11:17 AM | Visitor: when I did bet
11:18 AM | Charlotte from Customer Expectations Team: You should have made a bet during first 24 hours dear
11:18 AM | Charlotte from Customer Expectations Team: and you have made it after 3 days
11:18 AM | Visitor: Dear, check chat
11:18 AM | Visitor: I asked herer when I was going to bet
11:18 AM | Visitor: Am I eligible
11:18 AM | Visitor: Emma clearly said yes
11:19 AM | Visitor: And no where written, I have to bet same day to be eligible
11:27 AM | Visitor: ?
11:30 AM | Charlotte from Customer Expectations Team: I would really love to help you but sadly I am not able to change the situation, I have informed responsible department as well and I will let you know their decision
11:30 AM | Visitor: Thanks when I can expect their decision?
11:31 AM | Charlotte from Customer Expectations Team: I think throughout the dayy
11:31 AM | Visitor: Ok thanks, I will wait before taking any action
11:38 AM | Charlotte from Customer Expectations Team: as they have informed me sadly due to this term
1. Players who have Activated 1st Deposit Cashback, will receive 20% cashback on their net loss from the qualifying categories, generated during 24 hours after their first real money bet.
you do not qualify for the cashback
11:38 AM | Charlotte from Customer Expectations Team: but as an exception we will try to provide you with freebet
11:38 AM | Charlotte from Customer Expectations Team: I will also let you know about that
11:39 AM | Visitor: Players who have Activated 1st Deposit Cashback, will receive 20% cashback on their net loss from the qualifying categories, generated during 24 hours after their first real money bet.
11:39 AM | Visitor: It's clearly written
11:39 AM | Visitor: after 1st real money bet
11:39 AM | Visitor: where it's written after deposit
11:41 AM | Charlotte from Customer Expectations Team: this term states that bet should be made by 24 hours in qualified categories
11:41 AM | Visitor: where?
11:42 AM | Visitor: generated during 24 hours after their first real money bet.
11:42 AM | Charlotte from Customer Expectations Team: generated during 24 hours after their first real money be - I know it's confusing but it means bets should be made within 24 hours
11:42 AM | Visitor: it means after 1st bet
11:43 AM | Visitor: ither I am not able to understand simple language or your tea team
11:48 AM | Charlotte from Customer Expectations Team: currently you have 10 mBTC freebt on sportsbook
11:48 AM | Visitor: seriously I don't want freebet
11:49 AM | Visitor: I want what I deserve
11:50 AM | Charlotte from Customer Expectations Team: I would really love to help you dear but this is the only thing we could offer
11:50 AM | Visitor: No issue, I am going to escalate this in bitcointalk forum and other forums
11:50 AM | Visitor: If their users will tell me, I am wrong, I will come and apologize
11:50 AM | Visitor: but what I know, I am not wrong
11:54 AM | Charlotte from Customer Expectations Team: currently we can send you an offer 30% cashback time with this conditions
11:55 AM | Charlotte from Customer Expectations Team: I will send you a screenshot of terms
11:55 AM | Visitor: Look I am really long term player who like to play with good amount, I just started and facing so much problem, just tell me, how I can accept this
11:55 AM | Visitor: I am here to play regular and legandary user of bitcointalk
11:55 AM | Visitor: I did asked from customer support before bet
11:55 AM | Visitor: and she said yes
11:55 AM | Visitor: jsut tell me where I was wrong
11:56 AM | Charlotte from Customer Expectations Team: as I have told you dear, you should have made bet within 24 hours
11:57 AM | Visitor: What you are saying now, if Emma told me, when I did asked her
11:57 AM | Visitor: I did not come to you
11:57 AM | Visitor: I asked her before bet
11:58 AM | Visitor: Hi again
that 1st dep bonus link not showing in my acc profile
are you sure its activated on my acc
emma profile
You have 20% cashback activated at 2020-12-16 17:12:19, 110% 1st deposit bonus is voided as you can not use both at the same time
sorry, I means that 20% cashback
Because I am not able to see that in my profit
emma profile
it is activated, don't worry
ok thanks so much
11:58 AM | Charlotte from Customer Expectations Team: she probably did not stated that first bet should have been during 24 hours after activation
11:58 AM | Visitor: HEre is transcript with emma
11:59 AM | Charlotte from Customer Expectations Team: sadly she did not stated that bets should be made within 24 hours, i would really love to help you but you are not eligible for this cashback
12:00 PM | Visitor: so it wasn't my fault
12:06 PM | Charlotte from Customer Expectations Team: please take into consideration that requirement has not been met and due to this reason you are not eligible to receive this offer, we can send you this cashback offer as an exception with provided terms
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12:09 PM | Visitor: Sorry cant accept, I don't think I have any other option than escalate this on bitcointalk forum and otehr forums. And asking if I am wrong or not
---
Exported from Customer Expectations Team on December 22, 2020 at 12:23 PM Tbilisi time +04 (GMT+0400)
Here is rule of that bonus
Players who have Activated 1st Deposit Cashback, will receive 20% cashback on their net loss from the qualifying categories, generated during 24 hours after their first real money bet.
Qualifying Categories are all FortuneJack Games except Live Casino. So Players will receive 20% cashback on their total losses generated from Slots, Provably Fair Games, Dice and Sportsbook.
Bonus money loss does not count towards 20% cashback
Cashback is credited after 25 hours from the 1st real money bet directly to Player’s main wallet and DOES NOT have wagering requirements.
The minimum Cashback amount that can be claimed 0.0002 BTC. There is no Maximum limit.
Deposit Must be made in a timeframe of 10 days after Bonus Activation in order to receive the cashback.
Only bets that have “not pending” status are included
I don't want to open scam accusation thread yet because I know it can still resolve easily. It wasn't my mistake if they did not wrote rules clearly that, I have to bet within 24 hours after deposit or their customer support confirmed me that, I am still eligible. In their rules clearly written cashback will be credited after 25 hours from the 1st real money bet not 25 hours after deposit.
@fortunejack I am waiting for your response and bitcointalk community response before further escalating this.
