Jokabet Casino - Player's account has been closed after a verification issue.

I won 1500 on Jokabet they asked me to up verify my account I uploaded details the rejected it then sent an email I the upload again then the disabled my account I have tried to get in touch but they said 24 hours it’s been more than 48 hours the money still hasn’t hit my bank

Dear thomasbrittania79,

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.

• Do I understand correctly the proof of payment is the only obstacle in completing verification?
• Did the bank statement you uploaded contain the requested information? Was it in the correct format?
• When was the last time you were in contact with casino support and what did you discuss?
• Could you please share your exchange with the casino where you were promised a resolution within 24 hours?
• Send it to my email at tomas@casino.guru

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,

Tomas

I replied and I upload the back off my card they rejected the and asked me to upload requested document with the detail that I upload showing the my name and number and as soon as I did they disabled my account I have been trying to contact them by email since Friday and they wont respond