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Casino: Jettbet Casino

Amount in dispute: $250

Status: Withdrawal pending / verification issue

Complaint description

I am submitting this complaint regarding a pending withdrawal of $250 at Jettbet Casino.

I have fully completed the standard KYC process and already provided:

Government-issued ID

Selfie verification

Proof of address

All bonus wagering requirements have been fully completed and settled.

The remaining balance is real money only.

I have also made multiple deposits (at least six deposits of $50) using the same payment method, which establishes a clear transaction history.

Despite this, my withdrawal has been placed on hold, and the casino is requesting screenshots of my online banking profile, including full banking details, without allowing any redaction.

For security and privacy reasons, I have refused to provide screenshots of my online banking account. This is not a standard or secure KYC practice. I have asked the casino to confirm acceptance of secure alternatives, such as:

a void cheque

an official bank statement PDF issued by my bank

So far, the casino has not confirmed any acceptable alternative and continues to insist on screenshots, which I consider an unreasonable and excessive verification request.

I am fully willing to cooperate with legitimate KYC requirements, but I do not believe it is appropriate or safe to share full online banking screenshots.

I am requesting Casino.guru’s assistance to help resolve this matter and ensure my $250 withdrawal is processed, or that the casino clearly justifies its verification request in line with standard industry practices.

Thank you for your assistance.

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 Maxguru,

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

Know Your Customer verification is a mandatory process used by licensed online casinos to verify a player’s identity. It typically involves submitting a valid ID, proof of address, and confirmation of the payment method used. The primary purpose of KYC is to meet legal and regulatory requirements, including anti-money laundering (AML) laws, fraud prevention, and responsible gambling obligations. It is a standard industry procedure, especially before processing withdrawals or when potentially suspicious activity is detected. While delays related to KYC verification are relatively common, they are generally considered legitimate, provided the casino acts transparently and proportionately, in accordance with its terms and applicable regulations. Casinos are both entitled and obligated to verify players before releasing winnings, as this ensures platform security and legal compliance and fully aligns with Casino Guru’s standards and principles. There is no universal standard for how verification must be conducted, and we are not in a position to penalize casinos for the way they manage their internal verification procedures.

To help us better assess your case, could you please clarify the following:

• Could you please provide the exact date when you submitted your verification documents and any evidence confirming they were accepted?
• Did you provide all the required documents as soon as possible and in the correct format?
• Please confirm whether Jettbet Casino provided any specific terms or conditions regarding KYC requirements that you may have missed.
• Have you received any notification from the casino explaining why your withdrawal is currently pending?

I hope we will be able to help you resolve this issue as soon as possible.

Best regards,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Maxguru,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra