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I was requested to send a proof of deposit for verification.

- The proof of deposit has to have your name, bank account number (or IBAN), transaction sum, receiver's name, transaction ID, and date 2024-10-01 14:00:01 (UTC 0)

I deposited with crypto and I've send them transaction details of my wallet showing amount,date,transaction ID,transaction hash and address on which I deposited this amount. And they reject me aall documents becouse It doesn't have my name on transaction. I then write them to email that I deposited with crypto therefore I can't have my name on transaction ,but they are unqulified for this job and doesn't understand It and they want same informations for crypto deposit's as It was like deposit with credit card. Ridicolus.I can't withdraw my 600 eur becouse my account is not verified .

Dear apumazu7,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're experiencing. I would like to ask a few questions to better understand your situation and explore possible solutions.

• Has the casino's customer support suggested any alternative methods for verification since you’re unable to upload a document that includes both your name and transaction details?
• Have you tried reaching out to your payment provider to request a document that confirms your ownership of this payment method?
• Additionally, have you proposed the option of uploading a video that demonstrates your legitimate ownership of your crypto wallet?

Your answers will help us determine the best way to move forward. Thank you for your cooperation, and I hope we can resolve this issue quickly.

Best regards

Veronika

Has the casino's customer support suggested any alternative methods for verification since you’re unable to upload a document that includes both your name and transaction details? No

Have you tried reaching out to your payment provider to request a document that confirms your ownership of this payment method? It can't be done.

Additionally, have you proposed the option of uploading a video that demonstrates your legitimate ownership of your crypto wallet? No,becouse document have all neccesery informations like transaction id,hash,amount,date and address on which I deposited.

Could you please specify what payment method you used for your deposit? Please specify the cryptocurrency or the crypto wallet. Also, kindly forward me the documents you sent to the casino for verification at veronika.l@casino.guru along with the casino's replies. Thank you for your patience and cooperation.

I've used Tether USDT on ERC-20 network for deposit.

Thank you very much, apumazu7, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you apumazu7 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Jokabet Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Dear apumazu7,

Thank you for bringing this matter to our attention. We sincerely appreciate your patience as we work to address it.

We are committed to resolving this matter in a way that is fair and satisfactory for both parties. We kindly request that you respond to our latest communication so we can proceed with scheduling the necessary video verification at your earliest convenience.

Additionally, regarding the crypto deposit statements, please attach them to your email reply. This will enable us to review and discuss the details of the deposits thoroughly.

Should you need any assistance or clarification, please don’t hesitate to reach out. We are here to assist you.

Best Regards,

Jokabet Casino

Dear apumazu7,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.