The player from Germany is experiencing difficulties withdrawing her winnings because she is waiting for her account to be verified. We rejected the complaint because the player didn't respond to our messages and questions.
HomeComplaintsJackie Jackpot Casino - Player’s struggling to receive her winnings due to unfinished KYC verification.
Jackie Jackpot Casino - Player’s struggling to receive her winnings due to unfinished KYC verification.
Amount: €900
Jackie Jackpot Casino
Safety Index:HighSafety Index
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8.6
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Anna
Unregistered user
Public
4 years ago
Translation
I specified the payment amount, then waited days without any point, then I wrote to the customer support in the chat saying that I should send my ID and my bank card, I did it again two days ago and have still not received a reasonable response to date so I'll try again tomorrow and I haven't received my money until today
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
4 years ago
Dear Anna,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please understand that the casino has to check your documents and your gaming activity. The 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.
Because it may take longer to fully review all documents, we advise players to be patient and wait at least 14 days before submitting complaints.
If your account isn’t successfully verified by this time period, we will intervene. Please keep me updated if the casino sends you any message, or if there is anything new regarding your problem.
Looking forward to hearing from you.
Best regards,
Kristina
Public
Complaint Resolution Center Team Lead
Public
4 years ago
Dear Anna,
Is there anything new regarding this case? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Public
Complaint Resolution Center Team Lead
Public
4 years ago
Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
