JackTop Casino - Player's winnings have been confiscated.

I am reaching out to formally complain about how Jacktop Casino voided my winnings of 4,106 EUR after a drawn-out verification process, which started on July 24th and lasted until now, November.

Throughout this process, I was asked for numerous documents: ID, proof of address, several selfies with my ID, payment method verification, Mifinity screenshots, a bank statement, and even a new selfie. 

Each time I submitted the requested documents, they confirmed that my account was verified and that I could proceed with a withdrawal. However, when I attempted to withdraw, they would decline it and request additional documents. This back-and-forth process continued for months. Throughout, I promptly provided every document they asked for.

They removed my original payment method and required me to create a Jeton account, though I had not used Jeton before. After completing all requirements, they requested a video call. However, despite complying, they claimed my answers were "not good enough" and voided my winnings. I want to mention that English is not my primary language.

This process has felt excessive and unfair. After providing every document requested and making myself available on video, I am frustrated by the outcome.

 I feel this decision was unjust and am hoping for a fair resolution.

Dear elchip54, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Am I correct in understanding that all your identity documents were successfully verified, and that only after a video call your account was blocked?

Could you please specify what questions the casino asked you during the verification video call?

Additionally, what types of games did you play, and did you accumulate your winnings with or without a bonus?

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