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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 kristina.s@casino.guru? 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 (michal.k@casino.guru). 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 michal.k@casino.guru

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 Michal and Casino Guru team,

Thank you for inviting us to join this discussion and for your efforts in mediating player complaints.

We take all verification concerns seriously, as KYC procedures are a mandatory requirement under our licensing obligations and are designed to protect both the player and the platform from fraud, identity theft, and unauthorized account use.

In this specific case, the player's submitted photographs have been reviewed multiple times by our compliance team. Unfortunately, the images provided do not fully meet our verification criteria: some lack sufficient clarity, proper lighting, or complete visibility of required details, and crucially, we require a selfie with the open casino account visible in the background to confirm that the account is being operated by the registered owner.

This particular requirement is a standard additional measure we apply when needed to ensure account security, in line with Section 5.3 of our Terms and Conditions, which allows us to use any additional procedures we deem necessary for identity verification.

We understand that taking a photo with the account page in the background can be challenging for players using only mobile devices. To assist, we recommend the following options:

Use a second device (another phone or tablet) to display the open account page while taking the selfie with the primary camera.

Use the front camera in mirror/selfie mode if the screen is visible in reflection.

Or temporarily access the account from a computer or borrow one for this single purpose.

Once the player provides a clear selfie meeting these criteria (face fully visible, no obstructions, account details readable in the background), along with any previously requested documents in acceptable quality, we will promptly finalize the verification and process any eligible withdrawals.

We remain committed to resolving this matter fairly and ask for the player's cooperation in submitting the required selfie.

If any further clarification is needed privately, please feel free to contact me directly at the email provided.

Best regards,

JackTop Casino Representative

support@jacktop.com

I don't have a second device.

Also, I can't afford to buy a new PC just for selfies.

Please show us how to take a selfie with a casino account in the background using only one smartphone.

Additionally, it is not possible to take photos with higher image quality than this.

If that's not possible, then requiring KYC methods that are impossible for some users is problematic in itself.

CasinoGuru will perform the verification as a third-party organization. If they determine there are no issues, KYC will be completed.

Is that acceptable?

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 andandjonnyx,

While the casino team has not yet provided their response within the usual timeframe, it is somewhat understandable given the Christmas and New Year period, as not all departments may be functioning at full capacity. Therefore, I will be extending the deadline by an additional seven days.

That being said, this extension should be utilized in a constructive manner. You are expected to exert every effort to submit the new photos as requested by the casino team. Adherence to the KYC and AML requirements verification process is not optional; it is a mandatory obligation that remains your responsibility. Failure to meet these criteria will result in not passing the verification.

Your assertion that you cannot afford another device is not a compelling justification, especially considering you have shown no difficulty in depositing several hundred into various casinos in a short timeframe. This argument does not bolster your case and will not be regarded as a legitimate obstacle. Please avoid presenting yourself as a victim in this situation.

Make sure to use the extended timeframe wisely.

Dear JackTop Casino,

I will extend the timer by 7 days to help clarify the case. If you fail to respond in the set time frame, we will close the complaint as ‘unresolved’, which may negatively affect your safety index rating.

I want you to understand that I'm submitting this complaint precisely because sending photos repeatedly is pointless—and that I'm someone who has conducted KYC procedures at hundreds of casinos.

If casino terms of service and standards were absolute, sites like Casino Guru would have no reason to exist in the first place.

Isn't arbitration necessary precisely because ambiguous terms of service and cases deviating from standard casino practices are being questioned?

Financial means are irrelevant.

What I'm questioning is the legitimacy of the retroactive demand itself:

"Forcing users to purchase new devices or monitors solely for casino KYC, when many users rely exclusively on smartphones."

My job involves informing Japanese people about whether casinos can be trusted, and KYC standards are not just an individual's concern.

If your theory holds true, then even demanding wealthy users make additional deposits to the casino "for source-of-funds verification"

would be justified.

If the casino enforced rules not stated in the terms of service, you would surely consider it problematic.

If a casino were to say, "You need to make an additional deposit to withdraw funds," you would likely consider it a scam.

Why do you think this common sense doesn't apply to KYC standards? I'd like to hear your reasoning.

At the very least, I wasn't informed beforehand that this casino's KYC standards were unusual.

Naturally, I wasn't told about the absurd rule that "you need to purchase an additional device for KYC," and there was no such warning on the casino group's referral site either.

I repeat: whether I can afford to buy an extra device is irrelevant.

The fundamental issue is that they set KYC standards impossible for some users to meet and fail to disclose them.

Had I known about such rules beforehand, I certainly would not have deposited at this casino.

Is it correct to understand that Casino Guru is completely powerless against casinos that exploit ambiguous KYC standards to refuse user verification, effectively making withdrawals impossible?

However, as you rightly pointed out, I have continued submitting the required documents.

But, the casino's support has stopped responding entirely.

Even the promotional emails that used to arrive daily have completely stopped.

That's precisely why I filed a complaint, suspecting they're using KYC as an excuse to refuse my withdrawal.

This casino will likely remain a zombie casino for a while—where deposits are possible but withdrawals aren't—before eventually going into indefinite maintenance or becoming inaccessible altogether.

I can't even remember how many times I submitted the same documents to request a withdrawal, but finally my account got blocked.

I guess this casino never had any intention of paying out from the start.

Dear andandjonnyx,

Sadly, I have not received a response from the casino team even after extending the timer.

I’m afraid there is not much that can be achieved without cooperation from their 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.

Regrettably, for your jurisdiction (Japan), the casino seems to operate without a valid and reputable gaming license and only mentions "Jacktop.com is owned and operated by FGS SOFTWARE SOLUTIONS S.R.L., a company registered and established under the laws of Costa Rica. FGS SOFTWARE SOLUTIONS S.R.L. is regulated by the Government of Costa Rica. SOFTWARE SOLUTIONS S.R.L. registration number is 3-102-871832."

Since there is basically no player protection in Costa Rica, there is sadly no authority you can turn to apart from the court.

This being said, Jacktop.com is operating in most jurisdictions under a license by the Curaçao Gaming Authority (CGA) and the Anjouan Gaming Authority. You can submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru