JackTop Casino - Player's withdrawal is delayed due to verification.

Hello

I won some money on jacktop they keep asking me for different picture holding my id its really weird it just seems like they not wanted to pay at all

I hope you can help everything making everything clear.

Dear cc00m122, 

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 advise which documents you have already provided and when exactly did you send the last one? Have any of your documents been approved in the KYC process?

Have you provided all the required documents as soon as possible and in the correct format? 

Could you please specify what the problem with your selfie seems to be?

When uploading photographs for verification, please make sure that:

• The photo is clear and of high quality.
• The document's information is clearly visible.
• Your face is fully visible and not covered by the document.

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

Dear cc00m122,

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’d like to clarify that all of my submitted documents and selfies are of high quality, with clear visibility of all details. I’ve carefully followed the KYC requirements, ensuring each image is crisp, with my face fully visible and the document information clearly shown.

However, despite meeting these criteria, the casino has repeatedly requested the same documents multiple times. I’ve provided every required document promptly and in the correct format, but I’m still facing ongoing delays and repeated requests, which have made the process seem unnecessarily prolonged.

Could you please investigate why this is happening and help facilitate a more efficient resolution?

Please forward me the documents you sent to the casino at veronika.l@casino.guru. Also, kindly include all the communication between you and the casino customer support as well as any other evidence that could be relevant to the investigation of your case. Thank you for your patience and cooperation.

Dear cc00m122,

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.

All is forwarded

Could you please double-check if you entered the correct email address? I have not received any message from your user email. My email address is veronika.l@casino.guru.

I am all verified

then they mailed

Adam VIP Manager

Oct 14, 2024, 7:59 AM

to me

Hello!

You're not verified.

We need the following for verification:

--Proof of address: a bank statement, official letter, or utility bill (excluding phone bills), no older than 3 months. (You provided an outdated statement).

Regards,

Your friend,  Adam

VIP Department Jacktop Casino

I provided and later

Hello!

You're not verified.

We need the following for verification:

-Personal identification document (passport/ID/driver's license) with full name, date of birth and expiration date (poor quality photo of the document)

-Ask the player to upload a selfie with a piece of paper that says "Hi, JackTop Casino and the current date" against the background of the casino account.

Regards,

Your friend,  Adam

VIP Department Jacktop Casino

Like in the picture above all this has been done could you please ask to let the staff join in.

Thank you for your reply.

Could you please confirm the following for me?

• Did you upload a utility bill that was no older than 3 months as requested by the casino representative?
• Did you upload a photo of your ID that was clear, sharp, high quality, and contained all the required information?
• Did you upload a selfie in high quality, with your face fully visible, and without any text-covered parts?

If possible, kindly forward these three documents you submitted to the casino for verification to my email at veronika.l@casino.guru. This will allow me to check if they meet the standard verification requirements. Thank you for your cooperation.

Yes everything don't you see all is approved.

Thank you very much, cc00m122, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear cc00m122, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite JackTop Casino representative to join this conversation. 

Dear JackTop Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Katarina,

The current player account status is "Not Verified", and this is the reason for the withdrawal being denied.

Yes, the account was verified, but later it was decided to ask the player to provide a selfie with an open JackTop account. This decision is made in the mutual safety interest and complies with the JackTop T&Cs that the player agreed to when signing up at our casino.

I bring to your attention that in compliance with clause 5.1. and 5.3. JackTop Terms and Conditions the player must provide us with all information that we may request in order to identity verification. We may, at our sole and absolute discretion, use any additional procedures and means we may deem fit to verify the player's identity before making a withdrawal.

Also, we kindly ask the player to redo the passport photo provided by the player as it was given in poor quality, and some of the data is not readable. The personal manager has sent detailed instructions on how to complete the verification to the player's e-mail. 

Feel free to ask if you need more information from our side. I hope the player will understand and cooperate quickly in resolving this dispute.

Was glad to cooperate,

JackTop Casino Representative

Dear JackTop Casino,

thank you very much for your prompt response.

Dear cc00m122, 

could you please comply with casino's instructions and provide necessary documents, please?