GenieJackpot Casino - Player has concerns with KYC process.

I tried to communicate that I couldn’t properly fill out the KYC section, but the support was of no help at all.

Also, I haven't been able to reach the VIP manager for more than five days.

Since this is a new casino, I have nothing but distrust.

Hello hirokann0525,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GenieJackpot 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

Can you tell us when exactly the validation process has been going on?

Tuesday

Which documents have already been approved and which have not yet been approved?

Not a single step forward

VIP manager has not responded for 5 days 124 hours.

When was the last time you spoke to a casino and what did you talk about?

I contact support 3-4 times a day

Dear hirokann0525,

I hope you're doing well.

Could you please clarify if you are receiving an error when trying to upload your documents? It would be helpful to understand how exactly the process is not working for you.

Additionally, would it be possible for you to forward the communication between you and the casino to nikolas.b@casino.guru for further review? This will help us assist you more effectively.

Looking forward to your response.

Best regards,

Nick

No errors occur

Level 4 still not approved

There are 1-4

The transaction hasn't changed much

Hello hirokann0525,

Please forward the communication between you and the casino related to this case to nikolas.b@casino.guru before we would try to reach them.

Awaiting your response.

Regards,

Nick

No interaction

VIP manager has not responded for about 3 weeks

Hello hirokann0525,

Can you please rather forward the communication with the casino's e-mail support as such VIP chats are not entirely trustable anyway.

If there's been no answer from their support either, please let us know and we can try to intervene.

Looking forward to your response.

Regards,

Nick

Support has responded

KYC not progressing

Court proceedings were held

Hello hirokann0525,

Can you please forward the answer the casino has provided to you to nikolas.b@casino.guru?

Awaiting your response.

Regards,

Nick