Jackpot.com Casino - Player is struggling to complete account verification.

So I have been a customer at this casino for around 5/6 months and all has been well with depositing and withdrawals

until a week or two again when they asked for more documents ie bank statements I have previously provided passport, driving licence, proof of address. I sent copies of bank account statements with some transactions covered as didn’t think it necessary when it clearly shows name address and account details.. But they are still withholding the withdrawal which I didn’t think was allowed just because they are asking for more documentation..

Dear Jassyjoo12,

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.

I went over the casino KYC policy and I found this (https://lotto.jackpot.com/documentsneeded)

2. Documents to verify your Address - 1 copy of the following documents (issued on your name within the last 3 months):

• Utility Bill: such as Water, Electricity, Gas, Internet and/or Land Line Phone bill.

• Bank Statement

• Tax bill

For these documents to be valid, please make sure they are fully visible with the edges clearly shown and with no part of the document covered. That they are issued on your name, not older than 3 months, and that your address is clearly visible on the documents and match with the details of your Jackpot.com account.

Did the casino specify that this might be the reason why your documents weren't accepted?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

I’m happy to supply documents which I have done and the annoying things is I can still deposit and play so no problem as far as I’m concerned to be able to do this surely my account has to be verified or it’s all one way take my money but don’t pay the winnings.. I feel I’ve sent everything possible to verify who I am my passport has photo and address also date of birth, my driving licence also has photo I’d and address. The letter I have sent proving my address is from a loan I have this has my address and name clearly showing and the bank statements also gave my address, name and account details on I really feel there is no excuse to not process my withdrawal as these document requirements are being asked 5/6 months after I’ve joined the casino and the fact I can still deposit and play surly if my account was not verified they wouldn’t let me do this.. I thought the casinos aren’t allowed to withhold withdrawals because of extra documentation?

Hi again, surprising that today I received my withdrawal of £160 .. Thanks for your input and help ..

Dear Jassyjoo12,

That is great news. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru