Monaco Jack Casino - Player’s verification is delayed.

Hello,

I am opening this complaint against Monaco Jack Casino due to an unjustified delay in my account verification (KYC) and a total lack of communication from their team.

I deposited funds into my casino account and immediately submitted the required documents for verification. My ID card and selfie were approved almost instantly. However, I also uploaded my bank statement as proof of address, and it has been stuck on "Pending" status for over a month now.

I have tried to contact their customer support multiple times via live chat on different days and at various times, but I always receive the exact same automated message stating that they are "busy". Furthermore, I have sent several emails to their support address and even left a review on Trustpilot explaining my situation, but I have been completely ignored on every channel.

Since it has been more than 30 days without any update or explanation, I kindly ask for Casino Guru's mediation to help me get my proof of address verified so that I can access my funds.I have attached screenshots of my pending verification status and the automated messages from the live chat as proof.

Thank you for your assistance.

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you checked that your casino profile has been completed correctly, including your address details?
• Does the address listed in your casino account match the address shown on the identity documents you submitted for verification?
• Have you ensured that your bank statement was uploaded in the correct format and that it covers the required verification period (usually the last 3 months)?
• What types of games did you play to accumulate the winnings you are trying to withdraw?

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

Best regards

Veronika