FortuneJack settled a bet wrong and refusing to correct it [SOLVED]

[BitcoinGirl.Club]

Thanks for your kind words. Its a simple of matter of correct bet settlement, the funds were not from any bonus either

Hopefully it's going to resolve soon. Keep us updated.

[Saint-loup]

Does someone know who is the odds provider of FortuneJack precisely? Because I would be suprised if the odds provider has made a mistake even after a complaint from the FJ customer support and a manual check of the outcome to be honest. It must be a rather common bet.
Their Terms and Conditions for sport and esport bets are rather long and exhaustive actually, so I guess they haven't been written by FJ themselves but by the odds provider instead. And they seem to be rather clear about this point tbh. On the other hand, the mention "(incl. overtime)" in the name of some esport bets is very(too much IMO) confusing and misleading for the customers, and it doesn't fit with their own rules about e-sport bets actually. So I think they should refund OP's bet at least, and change the title of their e-sport bets, in order to harmonize them about this point. It wouldn't be professional to leave things as they are currently, IMO.

[holydarkness]

Does someone know who is the odds provider of FortuneJack precisely? Because I would be suprised if the odds provider has made a mistake even after a complaint from the FJ customer support and a manual check of the outcome to be honest. It must be a rather common bet.
Their Terms and Conditions for sport and esport bets are rather long and exhaustive actually, so I guess they haven't been written by FJ themselves but by the odds provider instead. And they seem to be rather clear about this point tbh. On the other hand, the mention "(incl. overtime)" in the name of some esport bets is very(too much IMO) confusing and misleading for the customers, and it doesn't fit with their own rules about e-sport bets actually. So I think they should refund OP's bet at least, and change the title of their e-sport bets, in order to harmonize them about this point. It wouldn't be professional to leave things as they are currently, IMO.

I was just from my inbox, replying ADante about something. Like... literally. I hit send and then go to new replies "page", and clicked this thread. If no one answer this and/or their rep hasn't officially respond to this query when I got a response on my inbox, I'll make sure I extend them this question.

[Saint-loup]

I was just from my inbox, replying ADante about something. Like... literally. I hit send and then go to new replies "page", and clicked this thread. If no one answer this and/or their rep hasn't officially respond to this query when I got a response on my inbox, I'll make sure I extend them this question.

The name of their odds provider you mean? I'm afraid they won't be very keen on disclosing it tbh. But they should do something because those discrepancies between their written rules and the names of their markets seem to even confuse the provider agents. Because the way the guy replied is ambiguous and could even be interpreted as contradictious when he says "the raund ended in overtime,the user didnt have the market for that", I agree with OP. We don't know what was the actual question sent by the customer service agent to them but the point was precisely about understanding if rounds played or ended during overtime apply to this market not mentioning "including overtime" in its title unlike others, and why.

[Rating Place]

Does someone know who is the odds provider of FortuneJack precisely? Because I would be suprised if the odds provider has made a mistake even after a complaint from the FJ customer support and a manual check of the outcome to be honest. It must be a rather common bet.
Their Terms and Conditions for sport and esport bets are rather long and exhaustive actually, so I guess they haven't been written by FJ themselves but by the odds provider instead. And they seem to be rather clear about this point tbh. On the other hand, the mention "(incl. overtime)" in the name of some esport bets is very(too much IMO) confusing and misleading for the customers, and it doesn't fit with their own rules about e-sport bets actually. So I think they should refund OP's bet at least, and change the title of their e-sport bets, in order to harmonize them about this point. It wouldn't be professional to leave things as they are currently, IMO.

OddsMatrix

[rohang]

Still waiting for an update/resolution from FJ

Today one of their staff told me he's waiting on an answer from the FJ team/odds provider

[FortuneJack]

Hey folks,

Apologies for the late response, I was away on vacation myself and so were other team members. But I'll add that I was in constant communication with both OP and Holydarkness, so while the case took longer than usual to come to a conclusion, we were still working on it.


We'll be able to help OP out in this situation and their bet will be refunded. If I'm not mistaken the refund should already be credited to his account.

We decided to refund the bet to OP as a goodwill gesture. They were really patient while waiting on our side to come to a decision, and also are a long-time member, so we decided to go with it this way. While the markets were a bit confusing, our sports provider wasn't really in the wrong here, but regardless of that, we came to this decision.


Thanks

-ADante

[holydarkness]

Hey folks,

Apologies for the late response, I was away on vacation myself and so were other team members. But I'll add that I was in constant communication with both OP and Holydarkness, so while the case took longer than usual to come to a conclusion, we were still working on it.


We'll be able to help OP out in this situation and their bet will be refunded. If I'm not mistaken the refund should already be credited to his account.

We decided to refund the bet to OP as a goodwill gesture. They were really patient while waiting on our side to come to a decision, and also are a long-time member, so we decided to go with it this way. While the markets were a bit confusing, our sports provider wasn't really in the wrong here, but regardless of that, we came to this decision.


Thanks

-ADante

I can confirm this, that despite the delay due to mass-vacation, their rep [ADante, to be very specific] gave his best to remain in constant communication with me and persistently trying to get this one resolved, as best as he can despite the remote access [so I can imagine this vacation is kinda hell and stressful for him, LMAO]. So, kudos to FJ and their resolution attempt, and especially as they choose to refund the OP up-front, despite the investigation by their provider itself is still ongoing.

OP, can you please confirm that you've get the deposit? If you have, kindly mark this one as resolved and lock this?

[AHOYBRAUSE]

Hey folks,

Apologies for the late response, I was away on vacation myself and so were other team members. But I'll add that I was in constant communication with both OP and Holydarkness, so while the case took longer than usual to come to a conclusion, we were still working on it.


We'll be able to help OP out in this situation and their bet will be refunded. If I'm not mistaken the refund should already be credited to his account.

We decided to refund the bet to OP as a goodwill gesture. They were really patient while waiting on our side to come to a decision, and also are a long-time member, so we decided to go with it this way. While the markets were a bit confusing, our sports provider wasn't really in the wrong here, but regardless of that, we came to this decision.


Thanks

-ADante

It's nice OP finally has a solution but calling it a "goodwill gesture" to only refund the bet is a long shot. In my opinion it's fair to assume that OP won the bet actually since every other map bet stated "including overtime", his bet didn't so he had to assume that overtime is NOT included. So the result in regular time was 12:12 and he bet under 12.5 -> he won.
Sure OP will be happy to get at least some money back but I doubt it's the resolution he was hoping for to be honest.

[rohang]

Have received ans accepted the resolution FJ mentioned above.

I thank them for looking into this for me

[Saint-loup]

It's nice OP finally has a solution but calling it a "goodwill gesture" to only refund the bet is a long shot. In my opinion it's fair to assume that OP won the bet actually since every other map bet stated "including overtime", his bet didn't so he had to assume that overtime is NOT included. So the result in regular time was 12:12 and he bet under 12.5 -> he won.
Sure OP will be happy to get at least some money back but I doubt it's the resolution he was hoping for to be honest.

The case is not so easy to settle IMO, because the rules applying to those e-sport bets say that overtime is included unless the market name "expressly" states otherwise. So market names should only specify an overtime exclusion when needed and nothing else theoretically, unlike what it has been done.
Then, in one hand, written rules are pretty clear regarding overtime for e-sport markets, in another hand market names are misleading and not really aligned with those rules. They should change this rule or change the way they are naming e-sport markets for more consistency IMO.

Sports T&C
Last updated on August 16, 2024
[...]
III. Esports special rules
1. General rules applicable to esports
[...]
1.10. All markets consider overtime, unless expressly stated otherwise in the market name.

https://fortunejack.com/faq/sportsbook