JackpotCity Casino - El retiro del jugador se retrasó debido a problemas de verificación de la cuenta.

This webpage ceased operations in Malta, hence causing all accounts to be closed. I've tried to get in touch with them and have sent over 4 different proofs of address to verify my account, yet they refuse to accept them. I visited their offices in Malta in person where the Director told me he'd send an approving email regarding my address. But he insists that everything is done online.

They've kept me in limbo for a week now and are refusing to pay me my money.

Esta pagina cerro operaciones en Malta por lo cual cerraron todas las cuentas, me he tratado de comunicar con ellos y les he enviado mas 4 diferentes pruebas de mi dirección para verificar la cuenta y no aceptan las pruebas, fui directamente a sus oficinas en Malta y el Director me dijo que enviaría un correo aprobando la dirección, sin embargo me dice que todo se hace online.

hace una semana me tienen en la incertidumbre y no me quieren pagar mi dinero.

Dear jmdceballos,

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. None of the serious and licensed casinos takes KYC lightly.

Do I understand correctly verifying your address is the last obstacle in completing the account verification of your account?

Did the casino specify any particular reasons why your documents were rejected so far?

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 understand the process 100%, however I have sent you my bank account where my address appears, my residence where my address appears, my mobile bill where my address appears.

At first it was blurry, I sent him another two, after the mobile receipt doesn't work, after the address supposedly doesn't match, and now they stopped responding.

The only contact I have right now is the Director of the Bayton office but he tells me that he is waiting for communication, however there is no response

Entiendo 100% el proceso, sin embargo les he enviado mis cuenta de mi banco donde aparece mi dirección, mi residencia donde aparece mi dirección, mi cuesta de mi móvil donde aparece mi dirección.

al principio que era borrosa, le mandé otras dos, después que el recibo del móvil no sirve, después que supuestamente la dirección no coincide, y ahora me dejaron de responder.

el único contacto que tengo ahora mismo es el Director de la oficina de Bayton pero me dice que esta a la espera de comunicación sin embargo no hay respuesta

Thanks for your reply.

Could you please forward your interaction with the casino to my email? Please send any relevant emails or chat transcripts to my email at tomas@casino.guru

Dear jmdceballos,

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.

Done, the case is solved, thank you very much

Listo ya se soluciono el caso, muchas gracias

Dear jmdceballos,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru