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

Super excited won the jackpot, but now that excitement has turned to frustration and me being very skeptical if this is even a legit casino. They asked for all my information which I sent them my driver's license my bank statements my birth certificate my cell phone bill my Visa debit card which is associated with my account and an even another bill that I had received from the hospital and still they say that that's not enough information to provide they want another bill and the problem is where I live my rent the bills are included in my rent so the only Bill I have is my cell phone bill now I recently did move and my driver's license is not the address where I live now but I have gave them information that shows my old address and also my new one I'm just completely Fed up and frustrated with their support because they have no phone number to call and talk to anybody and it takes two or three or four days for them to even get back via email and they say the same thing every time not enough information provided to do the withdrawal like it's absolutely ridiculous

Dear Skylar,

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. None of the serious and licensed casinos takes KYC lightly.

Do I understand it correctly that verifying your home address seems to be the only obstacle standing between you and your winnings?

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,

Petronela

thank you for opening my file, yes confirming my home address is the issue ...i sent bills that i had gotten at old address and also my new one but all i had for new address is a bill from the hospital... but i did send my bank account that shows my new address and the same account etc...that I did my deposit plus withdrawl with and now they are not even replying to me . oh ya i forgot to mention that the bill that they said they would accept which is my virgin mobile bill shows the same address as my drivers license. so really when i signed up for casino if i would have just put my old address everything would be fine but since i was honest and put my new address i am having problems..

thank you for opening my file, yes confirming my home address is the issue ...i sent bills that i had gotten at old address and also my new one but all i had for new address is a bill from the hospital... but i did send my bank account that shows my new address and the same account etc...that I did my deposit plus withdrawl with and now they are not even replying to me . oh ya i forgot to mention that the bill that they said they would accept which is my virgin mobile bill shows the same address as my drivers license. so really when i signed up for casino if i would have just put my old address everything would be fine but since i was honest and put my new address i am having problem

Thank you very much, Skylar, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Skylar,

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

We would like to ask the Jackpot Village 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.