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

Hi! I used Jackbit casino to place some sportbets , after few I tried to withdrawal some money, withdrawal were rejected

I asked in chat they said that I should make KYC video, I made it and after they said that I should look in camera (in video) I made a new one. They said ok wait . And I am waiting already 3 days to check 15 sec video. When I asked in chat they said that it can be 48 hours, after I said that already 3 days he said than if I have no question he will close the chat so he closed the chat. On mail they give me the same answers like I sent in screenshot. Withdrawal is not allowed, I am very scared I dont understand what can they do with 14 sec video it is awful. Please help me

Dear amkwq12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal process at Jackbit casino.

To better understand your situation and assist you effectively, could you please provide clarification on the following points?

• Was there any documentation requested besides the KYC video, such as identification or proof of address?
• Have all your other documents been successfully verified?
• Have you made any successful withdrawals from this casino before?
• When was the last time you communicated with the casino regarding your verification?

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

Firstly I did KYC before playing and it was fully verified

No withdrawals before

I wrote them in chat and on EMAIL and they answering like :

Dear Karolina,

I hope this email finds you well.

Please be informed that the provided video is still under processing. We will get back to you regarding the verification results as soon as possible.

Thank you in advance for your patience.

Have a great day!

Best regards,

Sophia

Jackbit KYC

Could you please describe in more detail what information you were requested to record in this video?

When exactly did you receive the most recent message from the casino?

They wrote me in chat this : "for video verification you should follow this instructions:

It has to be taken with the front camera, in selfie mode. Hold your phone in one hand and an identity document with paper, on which you’ll write the current date, your full name, the name of our site, and your username here in another. In the video, kindly pronounce the written information in English.

Once ready, send the video to kyc@ For further assistance, feel free to reach out to our KYC team via email."

I write them every day, last time I got email from them today: "Dear Karolina,

Thank you for your email,

We understand your concern regarding the video verification process. While we strive to process all submissions as quickly as possible, we regret to inform you that we cannot provide an exact timeline for the completion of the verification at this time.

Rest assured, our team is working diligently to ensure a thorough and efficient review process. You will be notified as soon as the verification is complete.

If you have any additional questions or need further assistance with the verification processes, please do not hesitate to contact us.

We wish you a pleasant day ahead!

Best Regards,

Sallyone

Jackbit KYC"

Please Just write them and ask too speed up verification because I think that they speccialy do like too long idk why but it is not hard to check 10-15 sec video for 6 days.... THANKS

Please help me

I need my money(

Thank you very much, amkwq12, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

They checking 20 sec video already 2 weeks, it is awful

I think they holding specially my account for no reason

Dear amkwq12,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Jackbit Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Jackbit Casino,

Could you please provide detailed information regarding the current status of this case? Specifically, I would appreciate a clear explanation of the reasons behind the delay in the player's verification process and the rejection of recent withdrawal requests.

Thank you in advance for your assistance. I look forward to your prompt response.

Best Regards,

Kubo

Dear amkwq12,

Firstly, we apologize for the delayed response.

As we check your account, the video verification was successfully completed on the 24th of April, and since then, you've withdrawn funds from your balance.

Sincerely,

Jackbit Casino

Dear Jackbit Casino,

Thank you for this valuable update.

Dear amkwq12,

Could you please confirm whether you have successfully received and withdrawn the funds in question?

Dear amkwq12,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kubo
Casino.Guru