Jet Casino - El retiro del jugador se retrasa debido a la verificación.

Despite the requested verifications, they continue to make excuses for me. They now tell me that my account is undergoing additional verification, which could take up to 31 days. Truthfully, this seems like just an excuse to avoid paying.

Nonostante le verifiche richieste, mi continuano a inventare scuse mi dicono ora che il mio account è sottoposto a verifiche aggiuntive che ci può volere fino a 31 giorni a me. Del vero mi sembra esclusivamente una scusa di non pagare.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Geniax,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do you have access to your account?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Jean

The amount comes from my own money, not from game bonuses.

The verification was completed, but they told me that even though it was completed, they still need to complete further verifications. I don't know what, but that's what they told me, as shown in the screenshot.

I am currently logged into my account and have no apparent limitations.

Nice to meet you too

I remain waiting

L’importo deriva dai miei soldi, no da bonus di gioco

La verifica è stata completata, ma mi hanno risposto che anche se è stata completata, devono completare ulteriori verifiche. Non so di che cosa, ma così mi hanno risposto come da screenshot.

Al momento accesso al mio account e non ho per quanto sembra nessuna limitazione

Piacere conoscerti anche per me

Rimango in attesa

Could you please let me know which documents you have already provided and when exactly you sent the last one?

Could you please give an update to your KYC verification?

Thank you in advance for your reply.

good evening the kyc verification has been completed I put

I had the card movements and mine available but first they told me that once the verification was complete they would process the withdrawal request then they invented another excuse that they reserved the right to carry out further internal checks which could go beyond 31 days.

it seems like a joke to me

buonasera la verifica kyc è stata completata ho messo

a disposizione i movimenti della carta e i miei ma prima mi hanno detto che completata la verifica evadevano la richiesta prelievo dopo hanno inventato in altra scusa che si riservavano il diritto di ulteriori verifiche interne che potevano andare oltre i 31 gg.

mi sembra una barzelletta

Requested again today to withdraw via bank transfer

fatta richiesta nuovamente oggi prelievo tramite bonifico

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Geniax,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean