Jet10 Casino - Player’s struggling to complete account verification.

I think it will be withdrawn if I wait, but it's been more than two weeks since I applied. At present, I don't feel that the casino's response is very sincere.

It is said that withdrawals will be processed immediately after the verification of the account is completed, but the situation is that the verification of the account is not completed.

April 23 Withdrawal application. Account verification will not be possible from here until the request is contacted.

April 28 Email from verification team to submit account verification documents. Documents sent on the same day.

May 5 E-mail from the verification team to resubmit the documents are incomplete.

May 6 Resubmission of documents.

* When I logged in to the casino and confirmed my account, the withdrawal was canceled on May 6th.

There is no contact from the casino regarding cancellation of withdrawal.

I asked support for the reason, but I couldn't get a clear answer. It doesn't seem to make sense to check it, so I didn't mention it.

The terms and conditions state: "If you do not submit the requested documents within 72 hours of the request date, the pending withdrawal will be canceled and the funds will be refunded to your balance."

I submitted this in time so it shouldn't be a reason for cancellation.

May 6 Withdrawal application (re)

May 11 Waiting for account verification to complete. More than 48 business hours have passed since the documents were submitted. No contact or reply.

The withdrawal policy states that it is within 24-48 hours from the request.

According to the support content, withdrawals and account verification hours are usually 24-48 business hours, excluding Saturdays, Sundays, and holidays.

No clear explanation when asking support why verification is not complete after 48 business hours. Uncooperative to wait for the verification to finish. (I sent a request to the verification team, but it has no effect)

* Currently, there are many requests and the verification team is doing their best promptly. Looking only at the results, the word has no credibility.

Direct emails to the verification team do not reply to any questions.

Emails to the contact information regarding the complaints stated in the terms cannot be sent.

* After sending, at a later date, I received an email with a delivery error saying that it could not be received at the destination (the reason is not clear because there may be multiple reasons).

-This is the content from the withdrawal application to the present. -

Do you think it is highly possible that the reason why the current account verification is not completed is due to the withdrawal delay?

I have applied at dozens of casinos so far, so this is often the case, but this time is the longest non-certification period.

By the way, does account verification sometimes require a long working time?

Hello,

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

Have you been advised what specifically seems to be a problem in verifying your account? Did you try to request a full list of documents required to complete the KYC verification?

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,

Petronela

* Please correct the inability to send complaints because I entered the wrong address by mistake.

The other day I asked about possible withdrawal delays and I'm convinced that it's not the result of the information I've received from support so far.

Despite the fact that the specified time is always exceeded, the work time of the verification team is only from 9:00 to 17:00 on weekdays. I think the reason is that the verification time is simply short.

I will describe the contents after that.

May 12 I received a request to resubmit because the documents were incomplete.

The content is that you need a time stamp of the photo you sent, and that you don't have it.

However, the photo I sent has a time stamp.

I sent an email asking about it, but I didn't get a reply.

The reason is that my question is put to the end of the queue like any other validation email.

In other words, the answer to an important question will not come until a few days later.

If the incompleteness of this document was their misconfirmation, I would have to wait an unreasonable amount of time, but there is no way around it as there is no other way to contact them than this email.

And if that reply doesn't help, you'll probably have to wait the same amount of time again.

That's because there is no process in their work to prevent these problems, and I feel that there is no consideration for the players.

May 12th Withdrawal cancellation email. The reason is that the documents were not sent in time.

I wrote the terms and conditions regarding cancellation in the content the other day, but it seems that resubmission is also included in the documents that must be sent within 72 hours from the withdrawal application.

However, if more than 72 hours have passed to complete the verification of the document, it is impossible to resubmit within 72 hours and I think it is not a valid reason.

May 12 Withdrawal application (re)

-This is the end of the content-

There is no tampering on the casino side with this claim, and I think that the withdrawal itself will be completed someday (it will take a while), so I think that you will not respond to the casino. However, the time required for verification work is short, and the original system of the casino itself is treated with a great deal of disregard for the players, and there is no sense of responsibility or sincerity.

Perhaps everyone working at this casino is unaware of the fact that people and businesses that have no sense of responsibility or sincerity towards their opponents are the worst in society.

All of that comes to us players.

It is very unforgivable for me to continue the operation without improving the business form.

At the moment this casino is the worst non-malicious casino.

By the way, I see a lot of normal contents for about a month to wait for withdrawal in the reply contents to the complaint on this site, but I think that it is not normal that the withdrawal is not processed for a month without any special reason I will.

It can't be the casino I've been using.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello Takuma Negishi!

I will take care of your complaint from now on. I would like to invite representatives of Jet10 Casino into the discussion to provide us any explanation of the issue.

Dear Takuma Negishi,

Please note that our Verification team confirmed that the documents you have sent are insufficient.

To complete your verification process, you have been asked multiple times to provide a selfie of yourself with your ID document and a timestamp. You have sent selfies, but the timestamp was always missing.

You have also been advised that if you do not have a timestamp option on your phone you may feel free to take a photo of yourself holding your ID next to your face and a piece of paper with the current date written on it.

If Casinoguru requires, we can send evidence privately.

Regards,

Mira

Jet10 Team

Petronela Kontos

Martin Donly

I didn't expect it to be dealt with.

Thank you from the bottom of my heart.

I sent the photo again with a memo as specified by the casino.

However, all the photos I have sent so far are time-stamped photos.

If there is a difference in recognition with or without this time stamp, is it due to lack of explanation on the casino side?

And the casino does not have a form to answer such detailed questions.

If I email this question to the verification team, the reply probably won't come until next Monday.

I don't really know this, but it's the response time that has been predicted in the process so far.

May 13 Response to questions from verification team

May 13 Submit photos as specified

We will continue to report on the progress at this time.

Jet10 Casino Representative Mira

I was able to confirm how the photo I requested earlier was submitted, so I don't have to submit it.

I found that the one you specified was different from the one I sent.

However, since the photos I sent are generally time-stamped photos, I think it is often difficult to understand the explanation without detailed information in advance.

And if it takes a few days for a question to be answered to such an explanation, I think that the time required for this verification will only get slower and less consideration for the player.

Everyone wants players to complete verification and withdrawals quickly, and I think that is well known on the casino side.

And it turns out that it is difficult for the casino to respond to all of them.

There are some parts of many casinos, even if they aren't satisfying to the players, even a little bit of a willingness to meet their demands.

But unfortunately there was nothing in this casino where I could feel it.

And that is reflected in the result that my withdrawal has not been completed yet.

Hello Takuma Negishi!

Do you now know which time stamp the casino representatives meant? In case you need any assistance with submitting your verification documents, feel free to contact me via 'martin.d@casino.guru'.

Martin Donly

I was able to confirm the time stamp that the casino means by myself.

Is it okay to send emails in Japanese?

As long as I would be able to translate the documents to English, you can send them in Japanese. I will not be able to translate images, only text. Thank you.

I see, I just resubmitted the documents about 24 hours ago.

If the certification isn't completed by the end of today, I'll have to wait until next week for withdrawals. Can you help me get it done faster?

I haven't completed my withdrawal yet, can you please cooperate?

Account verification is complete.

Dear Takuma Negishi,

Please note that your verification has been completed.

Your withdrawal request is currently with the Finance team.

Regards,

Mira

Jet10 Team

Withdrawal has not been completed even after the specified time has passed since the account verification was completed.

A total of one month has passed since the first withdrawal application.

This should meet all the necessary conditions, but if the withdrawal is still not completed, do you feel like withdrawing?

Will Casino Guru help me with this?

Withdrawal is complete.

I was late to notice because I did not receive a notification that the withdrawal was completed, but I confirmed that the withdrawal was made to ecoPayz earlier.

thank you for your help.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.