A Malta player is struggling to withdraw his winnings due to ongoing verification. Despite sending numerous proofs of address and a physical visit to the casino offices, the casino hasn't completed account verification. The player confirmed the issue was resolved.
JackpotCity Casino - Player's withdrawal delayed due to account verification issues.
Amount: €4,000
JackpotCity Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
This webpage ceased operations in Malta, hence causing all accounts to be closed. I've tried to get in touch with them and have sent over 4 different proofs of address to verify my account, yet they refuse to accept them. I visited their offices in Malta in person where the Director told me he'd send an approving email regarding my address. But he insists that everything is done online.
They've kept me in limbo for a week now and are refusing to pay me my money.
Automatic translation:
Public
Public
1 year ago
Dear jmdceballos,
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 correctly verifying your address is the last obstacle in completing the account verification of your account?
Did the casino specify any particular reasons why your documents were rejected so far?
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
Public
Public
1 year ago
Translation
I understand the process 100%, however I have sent you my bank account where my address appears, my residence where my address appears, my mobile bill where my address appears.
At first it was blurry, I sent him another two, after the mobile receipt doesn't work, after the address supposedly doesn't match, and now they stopped responding.
The only contact I have right now is the Director of the Bayton office but he tells me that he is waiting for communication, however there is no response
Automatic translation:
Public
Public
1 year ago
Thanks for your reply.
Could you please forward your interaction with the casino to my email? Please send any relevant emails or chat transcripts to my email at tomas@casino.guru
Public
Public
1 year ago
Dear jmdceballos,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
1 year ago
Translation
Done, the case is solved, thank you very much
Automatic translation:
Public
Public
1 year ago
Dear jmdceballos,
I'm glad to hear that your issue has been resolved successfully. 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
