The player from Germany is experiencing difficulties verifying his casino account. The issue was successfully resolved, the player received his funds.
Casino JEFE - Player’s struggling to complete the account verification.
Amount: €600
Casino JEFE
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Good day,
I played with the first deposit of € 600 that I wanted to withdraw. Before doing this, you have to verify yourself at CasinoJEFE . The documents were also quickly accepted except for the ID. This was rejected on the grounds: "Unfortunately, your ID must be valid with us at least 6 months in advance". It is a provisional identity card which is an official identification document in Germany. This is only valid for 3 months from the date of issue. So I have to wait at least 4 weeks until my new ID has been issued. Only then can I be verified, according to CasinoJEFE. I regard this as pure harassment, if you offer your services in Germany you have to accept German documents.
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear Jan David,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly.
Do I understand it correctly that providing a picture ID seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Good day,
thank you for opening the case. Yes, exactly, all other documents were submitted and also accepted. Only my ID is rejected. My ID is valid until May 18th, 2021 (3 months), but the casino requires ID that is valid at least 6 months in advance.
With best regards
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3 years ago
Thank you very much, Jan David, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Jan,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casino JEFE to the conversation to participate in the resolution of this complaint.
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3 years ago
We would like to ask Casino JEFE to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Translation
Hello Peter, Hello CasinoJEFE
Here is a little update:
My new ID was confirmed and verified yesterday. My account is now fully verified. But I still cannot withdraw because I am not shown a withdrawal method. According to the casino, this is just a technical issue with the payment provider and should be fixed soon. Please keep the complaint open until I have received the payment. Now I just wait far too long.
With best regards
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3 years ago
Hi Jan,
Thank you for the update. Good to hear that there is some progress. We still haven't heard from the casino.
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3 years ago
Hey Jan,
My apologies for your bad experience. Please do keep in mind that when verifying accounts, we are following strict rules and regulations set in by MGA and we need to follow them in order to keep our license. I am tho happy to see that your account was verified now.
In regards to your withdrawal, could you please let me know what withdrawal method are you using?
Kind regards, Henna
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3 years ago
Translation
Good afternoon Peter, good afternoon henna
I am pleased to announce that I have now received the payout. Big compliments to "Benjamin" from CasinoJEFE Support, he was very friendly and helped me with the payout incredibly quickly and executed it manually.
The casino took an active part in solving the problem, for which I thank you.
Finally, thanks again to the CasinoGuru team for publishing my case.
With best regards
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3 years ago
Thank you Jan for the update.
I will make sure to thank our CS team solving this and helping you and send over your compliments to them🙂
Have a nice week all!
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3 years ago
Hi all,
Thank you for your replies.
Dear Jan,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Peter
