Dear pso555,
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 forward me the communication with Jeton customer support confirming that obtaining such a document as the casino requests from you is not possible?
Did the casino offer you any alternative ways to verify your payment method, such as submitting a verification video?
Have all your other identity documents been successfully approved during KYC?
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 pso555,
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 forward me the communication with Jeton customer support confirming that obtaining such a document as the casino requests from you is not possible?
Did the casino offer you any alternative ways to verify your payment method, such as submitting a verification video?
Have all your other identity documents been successfully approved during KYC?
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