Casino JEFE - Player’s withdrawal delayed by complex verification process.

I am trying to verify my account. They asked for a photo of my ID and selfie holding the ID. I uploaded a photo of my NEXUS which is an express passport card that allows me to enter the United States (this is a valid piece of government ID that I can use to verify my identity in canada)

They requested that I send a photo of my passport with a selfie of me holding the passport. Since my passport was expired I had to apply to renew my passport.

I went through the ordeal of applying for a new passport and paid extra fees to receive it in an express manner (2 days) I went through the process, paid the fees, waited 2 days and hours in line at the federal office to obtain my new passport. I sent in the required documents to Casino Jefe support (the photo of my passport and the selfie holding the passport)

Now they sent me an email requesting that I send in a certified copy of original passport proving its legitimacy. This is a completely new application and process and fee of $45 cad to obtain a certified copy. The government or Canada does not just hand out certified copies of my passport when I apply and pay for the original passport.

This seems unfair and frankly a little insulting. Obtaining my passport in such a short amount of time was not a small ordeal and it costs me extra to obtain it in an express manner. Why are they asking me to prove that's it real?

I won a large amount of money (to me) and am very excited about the win and now this verification process is now taking a week and more documents than were originally asked of me.

Please help me with this situation.

Dear Kalvinrauma123,

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your passport?

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

Best regards,

Petronela

Hello, the issue has been resolved. I received my driver's license in the mail and was able to use the driver's license for verification. Now I am just waiting for my first withdrawal to be processed. The live agent said they usually take up to 4 hours between 9 and 1 central european time. The site terms says it usually takes 24 hours. Maybe it is being delayed because it is the weekend. Hopefully it will be processed soon. Thank you

Hello Kalvinrauma123,

Have there been any developments since our last conversation, please? 

Yes the issue has been resolved. I am fully verified and have received all of my winnings. No need to continue the inquiry.

Thank you.

Take care!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Kalvinrauma123, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru