Jackpoty Casino - Player experiences a verification problem.

Verification nightmare. So roughly 3weeks ago I requested a small withdrawal of 0.38Ltc(€38), I'd already verified my ID & address so assumed there would be no issues. 3days later i go back to the casino & it was back in my casino account, so I enquire with chat & told that It was canceled because they needed a photo of me holding my license with clear view of ID & face with elbow in shot, my uploads were continuously declined for the quality not being perfect, so I take it in the mirror for a better quality & take a couple of good shots, but then they get rejected for being in a mirror. So after 10days of trying I get a friend's camera which was a lot better quality and get a shot meeting their requirements needed, so when that photo couldn't be rejected, a couple days later someone decided to make it even more difficult, after over 10days of trying to finally get the photo meeting the requiments they'd asked for in every email they sent when rejecting previous uploads. They then changed to wanting.. a selfie holding my ID also holding a lined piece of paper with writing of casino details & must have elbow showing & clear view of ID the note & face all in 1 shot.

It's just getting ridiculous now, that request is literally impossible with 1hand needed for selfie ect. Like I've already wasted atleast 15-20hours over the past 2weeks, taking photos, emails & chat ect & finally met their requirements asked for, which was clear view of me holding my ID & face showing and elbow in shot. I don't understand why they're doing this, I've offered to help in any way possible but they're just making it impossible, it's absolutely absurd. I'm fully verified atleast 20+ dama nv casinos and am a regular online player with dama. I see people have complained of similar issues so hoping for some help here please 🙏

Regards

Ryan P.

Dear Phillips, 

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

Please understand that KYC (Know Your Customer) is a critical and essential process that ensures the casino sends funds to the rightful owner. As casinos cannot physically verify all players, this process is their only way to complete verification securely. Licensed and reputable casinos take KYC very seriously, and while some requirements may seem excessive, it is generally a one-time procedure. Once completed, future withdrawal requests should be processed more smoothly.

Could you kindly confirm if the documents and photographs you submitted have been successfully approved during the KYC process?

Regarding the recent selfie request, have you tried using a camera with an automatic timer? This feature would allow you to prepare and ensure all the photograph requirements are met. Alternatively, you could ask a friend to assist by taking the picture for you.

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, 

Veronika