JustBet Casino - Player faces delayed withdrawal from casino.

Hello, I have an account on justbet JB196611, there the support said that it is a sister company of bookmaker.eu. I uploaded photos to my personal account, a notification came from noreply@bookmaker.eu that the documents were accepted. During verification to open a withdrawal of funds, they asked to send photos to the email kyc@bookmaker.eu. I did this 3 months ago (08/16/2024), then sent again a month later, but there is still no answer.

I have contacted justbet support many times, and they have said that they have no time frame for this procedure or that I can contact the verification department. But more than three months have passed and the matter has not moved forward. I think this is abnormal.

so kyc@bookmaker.eu don't answer. I wrote few days ago, they didn't answer. I wrote a month or two ago, they didn't answer.

I registered an account about two or three years ago.

In my personal account, a photo of my passport was required for verification and nothing more. The photo was approved. They asked me to send a photo of my passport and a selfie with my passport by email, nothing complicated.

They did not indicate the reason why my withdrawal was closed. I also sent a photo from another email domain (gmail.com), thinking that my email from registered domain was not being received, where I also did not receive a response.

Previously, before this problem, there were no difficulties with deposits and withdrawals throughout the entire time, all transactions were up to 800 euros, maybe even less, the casino did not ask me for any documents. I can’t say whether I had a lot of wins or losses, sometimes there was a winning streak, and I could withdraw funds 2-3 times. Sometimes there was a losing streak and I could make deposits several times. My activity on the site was infrequent.

For all three+ months that the problem has existed, the account has been open for me and all functionality is available, except for withdrawal of funds.

Dear zombienaut,

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, but it shouldn't take this long.

• Have you provided any other documents to verify your identity? When exactly did you send the last one? 
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

I sent only the documents that were requested - a photo of my passport and a selfie with passport. I sent them on August 16, then took more recent photos and sent them again just in case. The last time I sent photos from the same email that is registered on the site was on September 22. And from another email I sent them on September 23. The documents were sent immediately after I canceled the withdrawal of funds that had not been processed for a long time, saw an error and answered technical support about what documents were required.