Jackpot Capital Casino - Player’s struggling to complete the account verification.

As was the case on another site, I received an email on the 9th day after a delay of many days, but was told that my account could not be verified. I was told that I had to send the personal information properly in order to verify my account, but it had to be in English. As was the case with the previous poker match site, this is Japan, and I'm talking about having to make a high passport. If so, I don't think I will accept Japanese people. Do you want me to translate your driver's license etc. into English and email it? I'm not convinced.

Dear azusato1262,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that the casino is asking you to provide translated documents? Which documents have to be translated?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Kyc can be late, but since it is Japan, there is nothing written in English. All you need to translate is your driver's license and address verification documents.

Perhaps you need something that is all written in English. Last night I sent a full translation of my notebook, a driver's license, and two original address verification documents.

Thank you for your reply, azusato1262. Do I understand correctly that you have already provided the required documents in the English language?

Would you be so kind and forward me the latest communication between you and the casino? My email address is kristina.s@casino.guru. Thank you in advance.

understand. I don't know if it's the latest, but I'll send it. Account verification seems to take a long time, and it seems that it takes 3 to 5 days just for verification, so it is very slow.

Thank you very much azusato1262 for your cooperation. I will now transfer your complaint to my colleague Viliam (viliam.v@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 soon.

Hello azusato1262,

I looked at your complaint and will do my best to help you. I would like to invite Jackpot Capital Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

We would like to ask the Jackpot Capital 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’.

Dear Viliam,

Please find the last reply from our customer support below:

"Dear Satoru,

Thank you for choosing JackpotCapital Casino.

We have received your email with documents attached, thank you. We were unable to complete the verification process as the documents submitted has characters that we are unable to verify, and cannot be accepted.

We kindly ask that you take clear, legible pictures of the actual card/document and email:

- Front and back of a signed, valid piece of Photo Identification (either a Driver's License or Passport suitable for International use). Notarized translation of the Photo Identification.

- A Notarized translation of the Proof of Address (Utility Bill or Bank Statement showing the name and address registered on the account), issued within the last 90 days. 

- A picture of you holding your Photo Identification next to your face. Please ensure that the details of your Photo Identification are visible in the picture.

Please ensure that the entire card/document is visible (no portion should be cut off/cropped). Please note that partially cropped photos, will not be accepted and will result in delays.

For clarity, please ensure that the documents are of high resolution.

We look forward to hearing from you.

Regards,

Anderson

JackpotCapital Casino Verification Service"

We are waiting for the relevant documents, there is not much we can do.

Kind regards,

Jackpot Capital Casino Representative

As of June 3rd, I am sending you a translated license and resident's card as it is said. I asked an administrative scrivener to send it to me. I am sending an email with it to Jackpot Capital Casino. Of course, I am also sending the SELPHY image newly added to the email this time.

Thanking you in advance.

Dear Casino,

inform us about progress, please.

Dear Viliam, and Satoru,

Our Casino Verification Service Team received the documents on the 2nd of June.

We kindly appeal for your patience as the team needs 3 to 5 business days to verify the account.

Best regards,

Jackpot Capital Casino Representative

Dear Viliam,

The account has been verified, and the player has requested his payout.

If you need further information, please let us know.

Best regards,

Jackpot Capital Casino Representative

Dear azusato1262,

can I consider this complaint resolved, please?

A few days ago, I confirmed the transfer with Bitcoin.

This matter has been resolved. Thank you very much.

Dear azusato1262,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru