JackTop Casino - Player's withdrawal is delayed due to verification issues.

I completed KYC verification at this casino to withdraw funds, but no matter how many times I submit photos, the casino keeps rejecting them, making withdrawals impossible.

Furthermore, they require photos with the casino account as the background—a photo impossible for users without a computer to take in the first place—effectively making withdrawals impossible at this casino.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account. It is also very common to ask for additional documents even if the account has been verified previously.

To better understand your situation and move the process forward, could you please provide the following details:

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Do I understand correctly that the selfie with the casino account in the backgroud was the only document you couldn't provide?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

All documents required for KYC have been submitted.

I have taken selfies, but due to a change in circumstances, I will never be able to take them again.

Looking at the complaints about this casino, it became clear that they repeatedly request the same documents without any reason.

The casino never explains why the same photos must be submitted multiple times, and it seems they lose the submitted documents every single time.

I will attach the photos I actually submitted.

I have submitted multiple photos with identical content. I use various casinos and am aware that authentication is possible without issue at this image quality.

Unless the casino clearly explains the purpose of requiring dozens of identical photos, I consider further submissions pointless and have lodged a complaint.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

There are no further transferable communications remaining.

Dear andandjonnyx

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello andandjonnyx,

It's Michal once more. I have taken over this complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite JackTop Casino to join the conversation.

Dear JackTop Casino,

Could you please provide clarification on why the pictures that the player submitted were not sufficient?

If there are any details or factors affecting this case that are not suitable for public disclosure, please feel free to share them with me directly at [email protected]