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

Ich soll einen Zahlung bestätigen. Ich habe eine. Screenshot der Überweisung eingereicht. Es wird abgelehnt. Begründung: Mein Name sei auf der Überweisung nicht erkennbar.

Anders kann ich es aber nicht versenden und jetzt will man mir das Dokument nicht verfizieren.

Auf der Überweisung kann man allerdings das Datum den Betrag den Händler und dessen IBAN erkennen.

Dear Klaus91,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

Hi Petronela,

Ich versteh das sehr wohl. Alle anderen Dokumente wurden eingereicht. Ausweis Kontonummer Adresse etc.

Ich habe auch die Transation versendet. Das Problem ist lediglich das mein Name dort fehlt (als auf der Überweisung).

Aber da steht ja nie ein Name.

Hi ich habe Unterlagen eingereicht. Ich bekomme aber nach mehrfacher e mail an den Support keine Antwort mehr.

Ich bitte um Hilfe.

Thank you very much, Klaus91, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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.  

Hi Klaus91,

I've just reviewed your case and am sorry to hear that you have to deal with such an issue. I'll try my best to help you by contacting the casino, and we'll see what can be done for you if the casino replies.

Dear Jackpoty Casino, I'd like to invite you to join this conversation and take part in the resolution of the player's complaint. Can you please share more information regarding the player's case?

I'm looking forward to hearing from you!

Kind regards,

Natalia

Ich habe eine Rückmeldung bekommen. Die wollen von mir für jede Einzahlung mit Volt, Sofort und Überweisung eine einzelne PDF mit Datum, Name Uhrzeit und IBAN zusenden soll.

Ich habe denen erklärt, dass ich denen ein Auszug meines Gesamten Kontos geschickt habe. Und da kann man alle Überweisungen sehen.

Das ist richtig frech. Nie wieder Jackpoty. Die wollen gar nicht auszahlen.

Danke für die Hilfe Natalia

Hello Klaus,

Thank you for escalating this issue. My name is Sara and I am the VIP Manager of Jackpoty casino.

Apologies for the delay, I had to investigate further the case and speak with the payments team regarding this query.

Please, allow me to explain that as mentioned by Casino Guru, we're obligated to follow very strict procedures and guidelines for verification process.

We can process withdrawals only after a successful verification.

In order to release your funds, you must provide the following documentation:

• Proof of deposit made on July 29 02:03 UTC name, IBAN, the date, the amount of your deposit, the transaction data should be visible on 1 screenshot, deposit made on July 02, 22: 50 UTC name, IBAN, the date, the amount of your deposit, the transaction data should be visible on 1 screenshot
• Proof of deposit made on July 03 , 00: 32 UTC, name, IBAN, the date, the amount of your deposit, the transaction data should be visible on 1 screenshot

Once you provide the documentation, we will do our best to verify your account and release the funds as soon as possible. We have no interest to hold your funds. We aim to provide the best experience possible, including fast withdrawals release.

Upon verification, each document has a requirement for a specific information visible and that's indeed - date, name, time and IBAN.

We cannot accept documentation due to strict regulations without all the information visible, including your name.

I understand that this may be a frustrating process at times, but I would like to ensure you, we do our best to smooth the process as much as possible, make it faster and easier.

However, we have no control over the anti-money laundering guidelines and as I mentioned, we're obligated to follow the rules.

vip@jackpoty.com is my email - feel free to contact me further and I will do my best to resolve your issue as soon as possible.

Let me know your thoughts, I remain fully at your disposal, so we can proceed further.

Sincerely,

Sara @ Jackpoty casino

Ich habe Ihnen schon hundert Mal geschrieben, dass ein derartiger nicht möglich ist. Der Betrag, Iban und Zahlungsdatum sind zwar ersichtlich. Aber der Name ist auf dem Screenshot nicht sichtbar. Deswegen habe ich Ihnen meinen Gesamten Kontoauszug für Juli per PDF zukommen lassen. Dort können Sie auf einen Blick alle Zahlungen mit Name Iban Empfänger Verwendungszweck etc erkennen. 

Erzählen Sie mir bitte nicht, dass Sie kein Interesse daran das Geld zu behalten. Selbstverständlich wollen Sie es halten, weil ich ihnen mehr Informationen gegen habe als Sie benötigen. 

Sie schreiben nichts anderes als der Kundenservice. Derselbe misst. Langsam reicht es mir. Es ist eine richtige Frechheit so mit Spielern umzugehen. Kommen Sie mir einem Vorschlag, was ich noch mehr tun kann, wenn meine BANK diesen Service nicht hat. 

Soll ich das per POST SCHICKEN. 

Darüber hinaus ist der Quatsch was sie sagen. Der Verifizierungsprozess zur Bekämpfung des Anti Geldwäsche Gesetzes können Sie frei gestalten. Andere Casino fordern nicht dass selbe wie sie. Da ging alles viel besser und schneller. Es geht hier um scheiß 250 Euro. 

Bevor Sie mir wieder das selbe schreiben, schreiben Sie lieber nichts. Nur wenn Sie mir helfen können. Ansonsten bitte nicht schreiben

Hello Klaus,

Thank you for your time on this matter.

May you please let me know - where have you sent the PDF document as per your description - the full statement for July?

I have carefully reviewed the case with the payments team and unfortunately - we didn't find a document in a PDF format sent by you, in all of our mailboxes and your account.

In your account, there's only a picture of a document and unfortunately, the deposits made to the casino are not visible in this statement.

We need the documentation for two deposits made:

VOLT (deposit on July 26, 2022 10:23:07 20 EUR)

Sofort ( deposit on July 29, 2022 02:03:21 20 EUR)

Feel free to send the documentation to vip@jackpoty.com - I will assist on the verification as soon as you send the documents, in order to resolve this issue.

Looking forward to your feedback.

Best wishes,

Sara

Hey Klaus and Casino Guru,

I would like to inform you that, we are in process of the refund.

Keep you posted. Thank you for your time and patience on the matter!

Sincerely,

Sara

Hallo Sarah,

Meinen Sie, dass die 250 Euro bald ausgezahlt werde?

Können Sie mir schon sagen, wann dies ca geschieht?

Danke für deine Mühe Sara.

Hey Klaus,

Yes, we expect the refund very, very soon. The payments team prioritized it and they are working on the case.

I have sent you also a personal email, feel free to reach me there anytime. 🙂

Keep you posted on the matter.

Have a great day ahead!

Best wishes,

Sara

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Dear Sara and Jackpoty Casino, thank you very much for your engagement.

Dear Klaus91, thank you for keeping us updated. I hope that the refund is on the way to you but please take into account that there can be delays as well. Please, remain in touch with us. I'll set the timer for 7 more days for you, please inform me if you receive your funds or not in the set time frame. If your money won't be paid out in a week, we'll continue resolving your case.

Kind regards,

Natalia

Hello Klaus,

Thank you for your patience and understanding on the matter. I received confirmation that the refund was processed on 11.08 (I will attach screenshot from the refund to your personal email)

Please, excuse us for the delay and note that a refund procedure takes a little bit longer than usual procedures, as there are documentation and things done on a technical level in the payment system.

I hope this will resolve your case and I will be happy if you're satisfied with this solution.

Let me know your thoughts. 🙂

Have a great week ahead!

Best wishes,

Sara

Hallo Sara

Liebes Casino Guru Team,

Das Geld ist angekommen.

Ich bedanke mich bei Ihnen.

Sara danke für deine Hilfe.

Casino Guru danke, dass Sie die Möglichkeit der Kommunikation ermöglicht haben.

Dear Klaus91, that's great news, I'm glad that your money is finally paid out!

Thank you very much for using our complaints resolution center, we really appreciate your trust. Your complaint will be now closed as resolved.

I hope that you won't experience any issues like this in the future, but in case of problems with any online casinos don't hesitate to contact us and we will try our best to help you!

Best regards,

Natalia