JackTop Casino - Player’s verification process is delayed.

Dear Casino Guru Team,

I am reaching out to seek your assistance regarding an ongoing verification issue with Jacktop Casino. I have been trying to complete my account verification for over a month now, and despite providing the requested documents multiple times, the casino keeps asking for the same documents repeatedly without resolving the matter.

Here is a summary of the situation:

I initially submitted all required documents, including a selfie holding my ID and a note, along with a utility bill as proof of address.

Despite following their exact instructions, Jacktop Casino rejected my selfie multiple times, citing various reasons like lighting or quality issues. I sent five different selfies, but they continued to delay approval.

Eventually, they accepted my selfie, but now they keep requesting updated proof of address documents. Even though I provided a valid utility bill (within the 3-month limit), they asked for the same document again.

I have complied with their requests in good faith, but the constant back-and-forth has been incredibly frustrating and feels like a deliberate stalling tactic.

I believe this process is unnecessarily prolonged, and I would appreciate Casino Guru’s help in getting Jacktop Casino to expedite my verification and allow access to my funds.

Thank you for your support in this matter.

Dear limaasol1,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please specify when was the last time you were in contact with casino support and what did you discuss?
• Would you be willing to send me the document you believe was rejected unfairly by the casino's KYC department? My email is tomas@casino.guru

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

I forwarded most I have.

only they keep repeating asking for the same documents I think the lost it my document this looks like a dangerous casino. I would like you to take a look at it.

I apologize for not replying sooner.

Could you please explain whether you submitted the document requested on the 22nd of October as well?

Could you please share a selfie that was accepted by the casino with me as well?

My email is tomas@casino.guru I apologize for the inconvenience.

All data sent you can see the behavior of this casino. Could you ask them why they not approve all my selfies.

Someone there?

I apologize for the late reply.

I went over the communication between you and casino support.

Have you made subsequent attempts to take a selfie in a well-lit room, so that all the information on the document was legible? With what result?

I'll await your reply.

All the documents are 100% READABLE it's NOT easy to make this pictures. THEY HAVE ALL MY DOCUMENTS.

I try to verify my account!

You think it's FAIR? No it isn't.

Do I over preform my KYC. YES

Does the casino asking for more docs YES.

Please check the pictures can you see them?

Dear limaasol1,

In the correspondence you provided there are no documents for us to review.

Please send me the most recent documents of each kind that weren't accepted by the casino.

My email is tomas@casino.guru I apologize for the inconvenience.

Dear limaasol1,

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.

I wil;l sent I am traveling.

Dear limaasol1,

Kindly note we still haven't received any documents for review from you.

I will set a timer for an additional 7 days. Kindly reply within this timeframe.

Dear limaasol1,

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.

Done

Thanks for your message.

Have you provided the casino with any selfies that are of a better quality, taken in a well-lit room with a better resolution of the foto?

Dear limaasol1,

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.