JackpotCity Casino IT - Player’s struggling to complete account verification.

I have this sum of 360 euros which is blocked for withdrawal. After so many sending of documents, according to them there are inconsistencies. I wanted to understand how to proceed or if I should put a lawyer

Dear Riccardo,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Hello there are inconsistencies when it comes to my residence. I sent the necessary documents with the related historical account in my name.

Could you please explain in more detail what inconsistencies? Thank you very much.

Are you aware of entering a different address when registering your account from the one displayed on your documents?

Yes, because I changed residence, however, I am always domiciled in Latina where I registered years ago

Have you provided all the requested documents, please?

• an explanation of the inconsistency, (written justification)
• a confirmation of the correct address
• and consent to update the data in your account.

I have already explained the problem by telephone to the operator Salvatore. It is useless to say the same things. Tell me what to do or I'll write a letter with the necessary documents and tell me the exact address.

I just need you to confirm that you have provided all the requested documents to the casino to explain the differences between the two addresses. Thank you very much.

Good morning I sent everything. I have a residence in Foggia for work and therefore rented and I own a house in Minturno in the province of Latina where I go twice a month. In any case, the address of Latina is marked in the documents

Thank you very much, Riccardo, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Thank you and happy holidays

Hello Riccardo!

I will take care of your complaint from now on. I would like to invite representatives of Voglia di Vincere Casino into this complaint in order to help us resolve the verification issue.

More than anything else we can call it a complaint. I just wanted to send a letter from a lawyer about this mistake which doesn't actually happen in other casinos. But luckily the problem was solved anyway.

Dear Riccardo,

Do I understand correctly that your issue was already resolved?

Yes Martin all ok thanks anyway

Hello again,

Thank you for letting us know about the success, I am very pleased to see this. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Dear happy holidays