Dear Andrey,

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. None of the licensed casinos takes KYC lightly.

Do I understand correctly that you have accumulated your winnings back in May but didn’t complete account verification since? Have you deposited any funds into your account?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

they wrote to me the following:

? Photo ID. The photo ID you sent us does not work. Please send us a copy of another passport, driver's license or national ID card that has not expired. Your name, photograph and signature, as well as all edges of the document, must be clearly visible.

? A utility bill confirming your residential address. The utility bill you provided is older than 6 months. Please send us a more recent utility bill that was issued within the last 6 months.

As a confirmation of my place of residence, I will send a fresh statement on the bank account, which indicates my place of residence (similar to the passport).

And I don't understand why they cannot accept my passport? this is an official document accepted in all casinos of foreign casinos, even in allwinscasino. I don't have a driver's license and a foreign passport, since these documents are made at will. That is, if you wanted a car, then you rent your license or you want to go abroad, then you make yourself a foreign passport. But any person in Russia always has a passport of a citizen of the Russian Federation. And I believe that this is more than enough for account verification.

It feels like I won an apartment or a million euros. Please, help.

In May I won back the bonus and sent documents for verification and since then they have not answered me and I myself have forgotten about it .. then I stumbled upon it and remembered. And so they once again asked me for documents. I sent in the same bank statement (for proof of residency) that I sent in May 2020.

Thank you very much, Andrey, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

And by the way, I made a deposit from a VISA bank card and I want to withdraw money also to VISA. As a result, they talk about some technical problems with this payment method and offered a withdrawal only with a wire transfer. It's not clear why they can't pay via VISA ...

Hello Andrey,

I looked at your complaint and will do my best to help you. I would like to invite Jellybean Casino into this conversation. Can you specify where is the problem with player’s verification process, please?

Thank you for bringing this matter to our attention.

Please be advised that the verification procedure is required for every customer in order to proceed the withdrawal procedure. The requirements for the documentation is described in Casino Withdrawal Policy as a part of Terms and Conditions. Terms and Conditions is available to all players when creating an account and come into force the moment the player clicked accept when the account was created.

https://www.jellybeancasino.com/general-terms-conditions/?lang=en

Concerning this particular case this is what the verification team has provided:

The photogenic ID that the customer has sent is Internal Russian passport that is only used as internal identification for travel and identification purposes within Russia. It is not an international document, therefore, it is not acceptable as a form of ID.

Please also take into account that according to our Terms and Conditions all of the documentation must be valid and must not be older than 6 months prior to verification request.

Please provide the documentation in accordance to the withdrawal policy in order to proceed the withdrawal procedure.

If you require assistance, please contact the Casino Live Chat Support.

How can I understand that my passport is not a document? In all the casinos in which I play, it was confirmed everywhere! Allwinscasino accepted my passport without any problem. This is an official document for confirming a person's identity. Google it and read it. What are you making up here? I do not understand. It's just nonsense and all sorts of methods not to pay on your part. Don't you understand that it is me and these are my documents? Are you having trouble perceiving reality or what? Tomorrow I will send you my fresh bank statement. In Russia, the passport as a document has much more rights than a driver's license. As far as I know, rights are much easier to forge. My place of residence is written in the passport, whether I am married or not, whether I served in the army or not, and so on. I invite you to think

Dear Casino,

what documents do you need from player? Why is his passport considered as non-international document?

Dear all,

We should emphasize the following points:

• The Bank Statemen that the customer has provided as a Proof of Address is dated with 9th of May, 2020 therefore it can not be accepted as 6 months have been passed from the issuing date.

• As mentioned photogenic ID that the customer has sent is Internal Russian passport that is only used as internal identification for travel and identification purposes within Russia. It can be easily falsified. The verification and fraud team only accepts the international documents. Moreover, it can not be accepted as a Proof of Address as well for the same reason.

In order to proceed the payment, the customer must provide valid Photogenic ID as well as Proof of Address dating not more than 6 months.

If you require assistance, please contact the Casino Live Chat Support.

Moreover, you can invite a representative of a casino that has an mga license and where I was verified. As for me, people there are more competent in terms of understanding the player, passing verification and other things.

One more question.

Well I forgot about this money and accidentally stumbled upon and remembered, But why did you not react in any way? I sent you documents back in May, and you didn't even answer me anything. This is normal?

For your document verification team, I advised you to study in more detail the information about what a passport of a Russian citizen means. https://en.wikipedia.org/wiki/Russian_passport

https://en.wikipedia.org/wiki/Internal_passport_of_Russia

Once again I am telling you about the foreign passport. If I need to go abroad, then be sure to do it. Just why should I do it? for a casino?)) it's funny. I live in my own country, I have never traveled abroad. Why do I need it? If I go somewhere abroad, then I will issue myself a foreign passport. From a legal point of view, if we consider the personality of a person, then my Russian Passport has great legal force. For example, even for issuing a SIM card, a passport is required.

An international passport (in everyday life it is often called a "foreign passport" or simply "foreigner", "foreigner" [1]) is an official document proving the identity of a citizen when leaving and outside the state, as well as when entering the territory of the State of Israel.

____________________________________________________

I have not traveled abroad anywhere in my life. If I go somewhere, then I will naturally do it myself. Why do I just need him? In Russia, this document is used exclusively for travel

I just don't understand you. See I'll tell you an example. I went to make myself a foreign passport for a trip to Europe.

THE FIRST DOCUMENT TO BE ASKED FOR THIS WILL BE MY PASSPORT !! WITHOUT MY PASSPORT WILL NOT MAKE ME A FOREIGN PASSPORT! IS IT NOT UNDERSTANDING?

and further. I would understand you if this document was made in another country (and it could be considered international), but again, a foreign passport is made in Russia, where my official passport is legally valid. Think again about what you are saying

?

Please understand one! I ask you to! To get a driver's license, a foreign passport, and so on, I ALWAYS NEED MY PERSONAL PASSPORT OF A CITIZEN OF THE RUSSIAN FEDERATION. Legally, this document is much more important. I am nobody without my passport. What are you speaking about?

Dear andrey325,

Thank you for your response.

As mentioned previously, the reason for declining the internal Russian passport that is only used as internal identification for travel and identification purposes within Russia. It can be easily falsified. The verification and fraud team only accepts the international documents.

For further assistance, do not hesitate to contact us via live support chat.

Dear Casino,

please advise what do you suggest? What documents do you need from player? You can make for example video call where you'll see player and he can show you some documents.

Are you out of your mind? how can I easily forge my passport of a citizen of the Russian Federation?) This is stupid. Everything about the person is indicated in the passport. place of residence (where he is registered), whether he is married or not, whether he served in the army, etc. You just don't understand how important this document is. In almost all casinos, the institution accepts bets without problems.

Personally, I think I am not obliged to go to take a driver's license or apply for a foreign passport to play in a casino. That's bulls**t

Dear all,

Thank you for your response.

The player has to provide the international document to prove his identity as well as the document as a proof of address that dates not more than 6 months.

In case of any assistance please contact us via support live chat.

Dear Casino,

please be concrete, which document do you consider as international?

Dear all,

Thank you for your response.

The player has to provide the international Passport of Russian federation to prove his identity and also for us to be able to pay his winnings because for international transfers we need an international document.

In case of any assistance please contact us via support live chat.

Dear Casino,

player already provided his passport and he hasn't any other "international passport" which you are asking. We believe that there is many other ways how to prove player's identity. Please, how is possible to verify player other than by passport?

Dear all,

We discussed this issue with verification team and the casino management has decided to make an exception and receive the ID that the customer has provided.

andrey325, please be aware that our verification team will be contacting you via email for the following procedures.

In case of any assistance please contact us via support live chat.

Kind regards,

@compliance JellyBean Casino

Dear Andrey,

please keep me updated regarding your progress.

Dear Andrey,

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.

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.