JackTop Casino - El retiro del jugador se retrasa debido a problemas de verificación.

Dear Casino Guru Support Team,

I am reaching out for assistance in resolving a frustrating issue with JackTop Casino regarding their verification process. Despite my repeated efforts to provide the necessary documents, JackTop continues to reject my submissions, citing issues that I believe are unfounded.

JackTop has specifically claimed that my selfie does not appear to be me, which is simply untrue.

I have submitted clear, high-quality photos where all details are legible, yet they continue to reject them without valid reason.

They also requested proof of a NOK 5,000 deposit on 2024-07-23, which I have tried to provide, yet this too was deemed unacceptable despite meeting their requirements.

Furthermore, JackTop has refused my proof of address despite it being recent, legible, and containing all required information.

I have offered alternative documents such as a bank statement, and still, my verification attempts are stalled.

I am at a loss and feel that these delays and rejections are unnecessary and potentially evasive tactics by JackTop to avoid processing my account. Could you kindly mediate with JackTop on my behalf and assist me in ensuring they conduct a fair and reasonable verification process?

Dear Minime1,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem with JackTop Casino.

Could you please forward me the communication between you and the casino regarding the verification of your account? Kindly include the photographs and documents you sent to the casino for verification as well. My email address is veronika.l@casino.guru.

When was the last time you communicated with the casino customer support?

Did you accumulate your winnings with or without a bonus? What types of games did you play?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I think i sent everything could you see if it's received and talk to jacktop.

Can you help me??

Is someone going to help me or how long does it take?

Thank you for your email, and I apologize for the delay in responding. We currently have over 800 complaints in progress, so response times are a bit longer than usual. However, please rest assured that we are closely monitoring your case.

From the emails you shared, it appears that the documents you initially provided were not sufficient to complete verification. Could you confirm if you've submitted the updated documents requested by the casino in their email dated 10 October? Specifically:

• Did you provide the proof of deposit made on 23 July 2024, showing your full name, the date, and the amount deposited?
• What document did you submit as proof of address?
• Have you taken a new selfie holding your ID, as requested?

Thank you for your cooperation, and we look forward to your update so we can continue assisting you with this matter.

Yes I provided all they say I not look like my selfie I am 100% the person in question.

Could you help me.

helllo?? why nobody answers me please help me

Helllo?? why nobody ansswer me helpp me pls

Thank you very much, Minime1, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

sent.

Hi Minime1,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino and we'll see what can be done when they reply.

Dear JackTop Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Please specify what documents are currently requested from the player for KYC and why the provided ones were rejected.

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Dear Natalia,

After reviewing the verification documents provided by the player, we have concluded that some of them do not quite meet the requested criteria.

We have no claim to the document proving the player's address. However, the screenshot of Mifinity's deposit proof is very cropped. I hope the player will be kind enough to provide exactly the same, but not cropped. We also ask for selfies in as good a quality as possible. Unfortunately, the previous selfies were poor quality, and the passport data is unreadable because of this.

Casino JackTop is interested in solving this situation as soon as possible, so the player was assigned a personal manager who will assist with the verification, check the documents provided, and answer all questions. The player has just been emailed detailed instructions on what to correct in the confirmations to complete the verification process.

Feel free to ask if you need further assistance from our side.

Was glad to cooperate,

JackTop Casino Representative



natalia.b@casino.guru

I send it to your email

Hello?? Does it always take so long?/

HALLLOOOOO can somebody help??

Thank you for the response, JackTop Casino.

Dear Minime1, thank you for sending the attachments in your emails. I’ve reviewed them and noticed that the initial selfie with your passport was not of very good quality; when zoomed in, the text on the document appears blurred. However, in your email from November 7th, you shared another selfie, which is of better quality and the text is clearly readable.

According to the casino's response, you were sent detailed instructions. Have you provided JackTop with a new selfie? Additionally, have you sent a non-cropped screenshot of your Mifinity wallet?

Dear Natalia,

For our part, we sent one more email to the player detailing the required confirmations for verification. We also attached examples indicating what must be corrected in the proofs to make them suitable. I hope the player will cooperate more actively this time.

Dear Minime1,

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.

I provide all the documents why are you not paying ? you ask for a new document every time.

Even in the chat outside the chat.

Dear JackTop Casino, can you please confirm if you have received new documentation from the player in the correct format?

Dear Natalia,

The player did not provide any updates regarding the requested documentation. In the last post, the player indicates that the necessary documentation was provided earlier, but it doesn't match for the above reasons.

Dear Minime1, I wanted to take a moment to gently remind you that the casino is still awaiting the necessary documentation that fulfills the requirements. It seems that there have been no updates from you since the explanation provided on November 6th.

To move forward, we kindly request that you submit a selfie with your ID document in good quality, as well as a non-cropped screenshot from Mifinity to confirm your deposit. JackTop has sent you an email with detailed information on the specific improvements needed.

I truly appreciate your cooperation in this matter, as your prompt response will help the casino proceed smoothly. If you have any questions or need further clarification, please don't hesitate to reach out.

Thank you for your understanding, and I look forward to hearing from you soon.

Dear Minime1,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.