Dear Casino Guru Team,

I am writing to formally complain about the excessive and unreasonable verification requests I am receiving from Jackwin.com.

Despite depositing only €200 into my account, I am facing a series of continual and invasive demands for additional documentation, which seems far beyond what is necessary for such a small deposit.

Documents Provided:

Selfie with ID/Passport: Clear photo holding my ID.

Skrill Account Statement: Covering the last three months.

Wise Statement: For the last six months.

Recent Payslip: Showing my most recent salary.

Bank of Ireland Statement: Covering June and July.

Proof of Loan: Documentation of a €30,000 loan from a relative.

Additional Requests:

The casino has recently requested:

My uncle’s ID and proof of address.

His bank statements and payslips.

Detailed source of funds/wealth information for him.

This level of documentation is excessive given the amount deposited. My payslips and bank statements clearly demonstrate that the €200 deposit is affordable and not derived from any illicit activity. The request for my relative’s personal information, which he cannot and will not provide, is an infringement on privacy and seems unjustified.

Request for Assistance:

I am seeking your help to address the following:

Review the Situation: Evaluate whether the casino’s demands exceed what is legally required for verifying a deposit of this size.

Intervene: Assist in resolving this issue by ensuring that Jackwin.com adheres to fair and reasonable verification practices.

Resolve Account Access: Help restore my account access without further undue delays.

I appreciate your attention to this matter and hope for a swift resolution.

Dear russellmurphy1479,

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 are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly, but they sure shouldn't ask for documents from people other than the player.

• Did the casino explain why these documents were requested?
• Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. 

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,

Kristina

Thank you for your prompt reply and understanding of the situation.

I appreciate the importance of the KYC process and agree that it is essential for ensuring that funds are sent to the rightful owner. However, I am concerned about the extent of the documentation being requested, especially for a deposit of just €200. The casino has asked for extensive personal information about a relative, which seems excessive and goes beyond what is necessary for such a small amount.

Here is a brief summary of the situation:

Skrill Statement: I provided this to show no third-party payments and to prove the source of funds.

Bank Statements and Payslips: Submitted to demonstrate my financial stability and income source.

Wise Statement: Included details of an incoming payment from a relative, with proof provided.

Despite this, the casino has continued to request more documents, including detailed personal information about my relative. This seems to be an endless cycle of requests, each time asking for more information.

The casino has not provided a clear reason for why these additional documents are necessary beyond verifying that my funds are legitimate, especially given the relatively small deposit amount.

I have forwarded all relevant communication to your email address at [email protected] for your review. I hope this helps clarify the situation, and I look forward to any assistance you can provide in resolving this issue.

Thank you very much, russellmurphy1479, for your cooperation. I will now transfer your complaint to my colleague Natalia ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi russellmurphy1479,

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. We'll see what can be done when they reply.

Dear JackWin 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 if you have already reviewed and verified the provided documentation. Why do you request more documents, such as information about the player's relatives?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email [email protected]

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear russellmurphy1479, I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact Pardee Consulta – an alternative dispute resolution service (https://adrbypardee.eu/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia