JackpotCity Casino - Player’s withdrawal is delayed due to document issues.

I have sent multiple documents thru to verify my account they won’t release my money cos they saying they haven’t recieved the documents or the documents need to be clearer

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Hello,

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.

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you in advance for your reply.

Best regards,

Kristina

These are the documents I sent through

Dear Missuneek,

Thank you very much for providing more information regarding the issue.

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy", we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of JackpotCity Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number. We strictly recommend staying away from JackpotCity Casino. I wish I could be of more help.

The casino can reopen this complaint at any time.