The player from Germany faced issues with the verification process, as their proof of address was not accepted despite providing several documents. They were uncertain about what additional documentation was required, particularly since they had previously been confirmed as verified. The Complaints Team attempted to mediate with the casino, but despite repeated contact, no response was received from the casino. Consequently, the complaint was marked as "unresolved," and the player was advised to reach out to the Curacao Gaming Control Board for further assistance.
Jet4bet Casino - Player’s account verification is delayed.
Black points: 545
Amount: €1,080
Jet4bet Casino
Safety Index:Below averageSafety Index
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5.0
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Unresolved
Our verdict
No reaction
UNRESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
I am having trouble with the verification process. My proof of address is not being accepted. I have provided the following documents:
Bank statement (current)
Broadcasting fee receipt (current)
Insurance proof (current)
Mobile phone bill and landline bill
I was informed that I need to submit the following:
Examples: Utility bill (e.g., electricity, water, gas), except for telephone and electricity bills, bank statement or credit card statement from physical banks, tax bill, or official certificate of residence.
I am at a loss and believe I have submitted all the necessary documents.
Previously, it was even confirmed that I was verified, but that was retracted.
Automatic translation:
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1 month ago
Hello Tobiego,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jet4bet Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Many thanks for the quick response.
The process has been running since yesterday. However, the problem is not the length of time but that all documents are rejected. These are bank statements, certificates, etc. in the original, which I uploaded as a PDF and photo.
The casino gives contradictory information about address verification. At one point bank statements are rejected, then they say bank statements are accepted. Then they say electricity bills are accepted, then they say they are not. See text excerpt:
Examples: utility bill (e.g. electricity, water, gas), excluding telephone and electricity bills, bank statement or credit card statement from physical banks, tax bill or official certificate of residence.
The following documents were approved:
- identity card
- credit card
I contacted the casino again this morning.
Automatic translation:
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1 month ago
Hello Tobiego,
Would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?
Did the casino ever specify the exact reason for rejecting your documents?
Looking forward to hearing from you.
Regards,
Nick
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1 month ago
Dear Tobiego,
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.
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1 month ago
Translation
Hello,
Unfortunately, I no longer have any screenshots of the correspondence. There was no precise reason given. The casino simply said that the documents were not sufficient. I was also never able to understand why the documents were rejected.
In some cases I was told that they couldn't accept documents from a digital bank. Telephone bills weren't accepted either. I submitted electricity bills, but they also flatly rejected them. Support couldn't give me any specific reasons and referred me to the finance team.
Automatic translation:
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1 month ago
Thank you Tobiego for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 month ago
Dear Tobiego,
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 Jet4bet Casino representative to join this conversation.
Dear Jet4bet Casino, could you please provide more information about this case?
Looking forward to your reply.
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4 weeks ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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3 weeks ago
Dear Tobiego,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao gaming Control Board (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (katarina.d@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Katarina
