HomeComplaintsJackpotCity Casino IT - Player is struggling to withdraw her winnings due to unfinished KYC verification.

JackpotCity Casino IT - Player is struggling to withdraw her winnings due to unfinished KYC verification.

Amount: €38

JackpotCity Casino IT
Safety Index:High
Submitted: 18 Aug 2020 | Case closed : 23 Sep 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Italy has requested a withdrawal. Unfortunately, it has been pending due to ongoing verification. We rejected the complaint because the player didn't respond to our messages and questions.

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3 years ago
Translation

x nn pay me for impossible things ,, a month ke I send documents well done but x they don't ,, so one gets tired and gives up .............. they think

Automatic translation:
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3 years ago

Dear Anna,

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. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. If you wish to receive your winnings, I’d suggest cooperating fully with the casino. Anna, please provide the necessary documents in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

 

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3 years ago

Dear Anna,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

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3 years ago
Translation

Go to fnc..you and the winning.damn.at 63 years old I have to go crazy for you.I have parkinson's and I sent tt.photo luce carta.pa

***

Edited by a Casino Guru admin
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3 years ago
Translation

The guilt and finance nos. Fine

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3 years ago

Dear Anna,

I’m sure you understand that I don’t work for Voglia di Vincere Casino, but as one of the Casino.guru independent employees and professionals I’m trying to help you to resolve your problem.


Have you provided all the required documents for the account verification?

Thank you.

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3 years ago
Translation

Me things I am. Kyc

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3 years ago

Dear Anna,

I’m afraid I don’t understand completely. Have you provided all the required documents for the account verification?

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3 years ago
Translation

Finite guys

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3 years ago

Dear Anna,

If you refuse to cooperate, I’m afraid I will be forced to reject your complaint us unjustified. 

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3 years ago
Translation

I have been collaborating for months but they do not pay me to invent any. I send fotokiare and they reject them

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3 years ago

Dear Anna,

I would like to draw attention to the fact that casinos in this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Therefore, we recommend players contacting the Licensing Authority directly https://www.vogliadivincere.it/termini-e-condizioni/

"Complaints

Any complaints can be forwarded to our service center .

Alternatively, it is possible to submit a complaint directly to the Customs and Monopoly Agency : from the Agency's website , simply fill in the appropriate form that can be downloaded from the "Games" section and send your report to the address Giochi.reclami.online@aams.it.

 

I wish we could be of more help, sadly, there’s not much we can do for you in this matter. Please let us know how you wish to proceed. Thank you in advance. 

Edited by a Casino Guru admin
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3 years ago
Translation

you suck, now you come out with this trap, crack

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3 years ago

I fully understand your frustration, but please try to understand me as well. If the casino refuses to cooperate with us on resolving an issue, then there’s not much we can do. We have our hands tied. Normally, in order to reach any kind of agreement, all three parts (player, casino and mediator) need to communicate closely to achieve a mutual agreement. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Anyhow, I can assure you that the time you’ve invested in this thread won’t be wasted as before filing an official complaint with the Licensing Authority, you need to reach out to an independent negotiator, which you did.

Please let me know if you decide to contact the Licensing Authority and our assistance will be needed.

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3 years ago
Translation

But you are crazy about the license of ke

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3 years ago

I’m sorry, Anna, but I don’t understand. Will you contact the Licensing Authority? 

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3 years ago

Dear Anna,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

 

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3 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

However, it is important to mention that we didn’t contact the casino as they have chosen not to cooperate and comment on any complaints due to strict GDPR regulations.

Edited by a Casino Guru admin
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