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I am having trouble with the verification process. My proof of address is not being accepted. I have provided the following documents:

Bank statement (current)

Broadcasting fee receipt (current)

Insurance proof (current)

Mobile phone bill and landline bill

I was informed that I need to submit the following:

Examples: Utility bill (e.g., electricity, water, gas), except for telephone and electricity bills, bank statement or credit card statement from physical banks, tax bill, or official certificate of residence.

I am at a loss and believe I have submitted all the necessary documents.

Previously, it was even confirmed that I was verified, but that was retracted.

Ich habe Probleme mit dem Verifizierungsprozess. Der Adressnachweis wird nicht anerkannt. Folgende Nachweise habe ich hierzu erbracht:

Kontoauszug (aktuell)

GEZ Bescheinigung (aktuell)

Nachweis Versicherung (aktuell)

Mobilfunkrechnung und Festnetzrechnung

Mir wurde mitgeteilt, dass ich folgendes einreichen soll:

Beispiele: Versorgungsrechnung (z.B. Strom, Wasser, Gas), ausgenommen Telefon- und Stromrechnungen, Kontoauszug oder Kreditkartenabrechnung von physischen Banken, Steuerrechnung oder behördliche Wohnsitzbescheinigung.

Ich komme leider nicht weiter und meines Erachtens habe ich alle Dokumente eingereicht.

Zuvor wurde mir sogar einmal bestätigt, dass ich verifiziert wurde. Das wurde aber zurückgezogen.

Hello Tobiego,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jet4bet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Many thanks for the quick response.

The process has been running since yesterday. However, the problem is not the length of time but that all documents are rejected. These are bank statements, certificates, etc. in the original, which I uploaded as a PDF and photo.

The casino gives contradictory information about address verification. At one point bank statements are rejected, then they say bank statements are accepted. Then they say electricity bills are accepted, then they say they are not. See text excerpt:

Examples: utility bill (e.g. electricity, water, gas), excluding telephone and electricity bills, bank statement or credit card statement from physical banks, tax bill or official certificate of residence.

The following documents were approved:

• identity card
• credit card

I contacted the casino again this morning.

Vielen Dank für die schnelle Antwort.

Der Prozess läuft seit gestern. Allerdings ist das Problem nicht die Dauer sondern dass sämtliche Unterlagen abgelehnt werden. Es handelt sich um Kontoauszüge, Bescheinigungen etc. im Original, welche ich per PDF und Foto hochgeladen habe.

Das Casino gibt widersprüchliche Angaben zur Adressprüfung ab. Einmal werden Kontoauszüge abgelehnt, dann heißt es, Kontoauszüge werden akzeptiert. Weiterhin heißt es Stromrechnungen werden akzeptiert und anschließend wieder nicht. Siehe Textauszug:

Beispiele: Versorgungsrechnung (z.B. Strom, Wasser, Gas), ausgenommen Telefon- und Stromrechnungen, Kontoauszug oder Kreditkartenabrechnung von physischen Banken, Steuerrechnung oder behördliche Wohnsitzbescheinigung.

Folgende Unterlagen wurden genehmigt:

• Personalausweis
• Kreditkarte

Ich hatte heute Morgen nochmal Kontakt mit dem Casino.

Hello Tobiego,

Would it be possible to forward the communication between you and the casino related to this case to [email protected] for further review?

Did the casino ever specify the exact reason for rejecting your documents?

Looking forward to hearing from you.

Regards,

Nick

Dear Tobiego,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

Unfortunately, I no longer have any screenshots of the correspondence. There was no precise reason given. The casino simply said that the documents were not sufficient. I was also never able to understand why the documents were rejected.

In some cases I was told that they couldn't accept documents from a digital bank. Telephone bills weren't accepted either. I submitted electricity bills, but they also flatly rejected them. Support couldn't give me any specific reasons and referred me to the finance team.

Hallo,

leider habe ich keine Screenshots vom Schriftwechsel mehr. Eine genaue Begründung gab es nicht. Das Casino teilte nur mit, die Unterlagen würden nicht ausreichen. Ich habe auch zu keiner Zeit nachvollziehen können, aus welchen Gründen die Dokumente abgelehnt wurden.

Teilweise wurde mir gesagt, man könne keine Dokumente von einer digitalen Bank akzeptieren. Telefonrechnungen würden auch nicht akzeptiert. Ich habe Stromnachweise eingereicht, die hat man auch pauschal abgelehnt. Der Support konnte mir keine genauen Gründe nennen und verwies auf das Finanzteam.

Thank you Tobiego for all the information provided. I will now forward your complaint to my colleague Katka ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Tobiego, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Jet4bet Casino representative to join this conversation. 

Dear Jet4bet Casino, could you please provide more information about this case? 

Looking forward to your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Tobiego,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao gaming Control Board (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Katarina