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

Hi so yeah I completely understand kyc but this is just way over the top & is just become ridiculous. I had at least 5 emails from them when my photos were declined for them finding quality issues in everyone ID upload, them saying....

Please follow our instructions and make sure that:

1. The ID is clearly visible and readable

2. Your face is visible in the picture

3. The elbow of the arm holding the ID document is fully captured and visible in the picture.

When I wasn't able to get a photo upto their quality required using my selfie camera, I took 2 very clear photos in the mirror but they wouldn't accept cause of the mirror, so had to get a friend's camera to complete that last step of extra kyc. Then when they couldn't reject that photo cause met their requirements, they then waited 3more days to say it was missing the note on a lined piece of paper, which they'd never said anything about previously. So now theyd changed it to a selfie holding a note on a lined piece of paper as well as holding my ID somehow with face & elbow in shot while taking a selfie, & that is literally impossible & just ridiculous especially how they waiting over 2weeks to add that extra bit on.

They're doing everything they can to make sure I can't be verified, so it's like they made the original terms as hard as it gets & them thinking I wouldn't be able to take an acceptable photo with meeting their original requirements, so when I did they had to add this on so I really can't complete verification.

It took me over 2weeks & having about 10uploads declined to finally take an acceptable photo meeting their requirements.

It's quite clear that they're not acting in a fair & responsible manner & are making this impossible for literally no reason. Like i live in New zealand & at the same address for over 5years, Play & fully verified at many of their sister casinos, there's honestly no reason for them to be making it this difficult especially when they're doing this to restrict my withdrawal which is less than €40 (0.38Ltc), it really isn't fair play & something I'd never expect from a dama n.v casino as I've always had great trust with them over the years, so don't know what else to do have wasted so much time & effort to get nowhere.

Hoping to get some help with this please, I was shocked when I seen they had a 8.6/10 rating when they're doing this type of thing to players, so maybe there is some hope 🙏

Regards

Ryan P.

Please forward me the photographs that you most recently sent to the casino for verification along with the casino's responses and any other communication that could be relevant to the investigation of your complaint. My email address is veronika.f@casino.guru. Thank you for your cooperation.

Thank you for your emails.

I have reviewed the photos you sent to the casino, and unfortunately, the textual details on your ID are not fully readable. Please understand that it is essential for the casino to clearly see the details on your document in order to verify your identity. They need to be able to compare the photo on your ID with your face, as well as match your selfie holding the ID with the document you previously submitted for verification.

If you are required to submit more selfies, I recommend taking them in a well-lit room. Ensure that all the details on your ID are perfectly clear and readable in the photos.

Please let me know if you need further assistance.

Dear Phillips,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.