JackTop Casino - Player’s withdrawal has been delayed.

Hi my account is verified and I am still not get paid anything.

It is really weird they are not communicating with me.

Could you please help me get the money out??

Dear oneill2, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Could you please advise when exactly you requested this withdrawal?
• Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

1 month ago and no.

Thank you for your reply, oneill2. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Did you accumulate your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you.

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Pending

Did you accumulate your winnings with or without an active bonus?

No real money if I remember correct.

I have no problem with the casino the verification is just unrealistic.

Thank you very much, oneill2, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello how are you? Nice to meet you.

Dear oneill2,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite JackTop Casino representative to join this conversation.

Dear JackTop Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Yes please I would do what ever it takes.

Dear Mirka,

The player's account is not verified, and accordingly, this is the reason for the withdrawal being canceled.

The player was asked for a selfie with clear requirements for additional identity verification. Moreover, we have contacted the player several times about providing a selfie, but no response has been received. 

I want to point out that following clause 5.1. JackTop Terms and Conditions that the player agreed to when signing up he/she must provide us with all information that we may request in order to verify identity. Also, clause 5.3. The Terms and Conditions state that we may, at our sole discretion, use any additional procedures and means we deem fit to verify a player's identity before and after making a withdrawal.

It is in our interest to resolve this situation as quickly as possible. Our customer service is open to assist at any time and we hope for more active cooperation from the player side.

Feel free to ask if you need more details about this matter from the Jacktop side.

Was glad to cooperate,

JackTop Casino Representative

Please check this email.

Here was the selfie.

please jacktop everything is perfect. They just not want to pay me 🙁

Dear Mirka,

After some time, it was decided to ask for an additional player selfie with an open JackTop account. Until this selfie is provided with all the requirements that have been emailed to the player more than one time, the verification process is not complete. The player is keeping quiet about it for some reason.

Dear oneill2,

Have you been able to provide the mentioned selfie with an open JackTop account?

Sorry what is wrong with the picture here? They have multiple pictures. I not feel comfortable doing this.

Dear oneill2,

as per casino respond, you will need to send the required documentation to them. 

Please understand, that know your customer (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, this is the only way gambling establishments are able to complete the verification procedures. 

Please notify me, when you submit the mentioned photo.

Thank you for your understanding.

Super unfair that you side with the casino like this everything is clear you clearly working together with this casinos for affiliate revenue.

Dear oneill2,

As mentioned earlier, your cooperation with the casino regarding your verification process is needed to be able to withdraw winnings. If you decide to cooperate and will be able to submit the mentioned photograph, please notify me.

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 went in the chat and tried again. They just reject every picture

Dear Mirka,

The player has again provided а selfie that do not meet the requirement. There was no open JackTop account on it.

I politely ask once again to provide the player with a selfie that meets the requirement and not to mislead the CasinoGURU moderator.

Dear oneill2,

Even after extending the timer, I still haven't received the requested photograph needed for completing your verification process. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

You can reopen this complaint if you decide to cooperate and provide the requested file.

Best regards,

Mirka