On January 25, I performed KYC verification of my account through the SumSub verification program, I did everything according to the instructions, for some reason my account not been verified, livechat support did not provide me with any important information, only that they will forward it to the appropriate department bla bla bla

there is no contact with the support and it does not help, my account has not been verified for 20 days and my funds are frozen, without any help from the support it is impossible to verify the account, and unfortunately the support does not exist, and the live chat work bots,

every day the answer is the same: as you can see in the screenshot I added.

but I can wait a long time ?, I did the verification correctly 20 days ago

Dear tyraxx,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided? 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 to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

I sent an id card, two pages and real-time face verification, this was requested by SumSub on the Jokabet website.

I have not received any other request for documents from Jokabet.

Thank you very much for your reply, tyraxx. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

as I mentioned in the first message, there is no correspondence with the casino because it is difficult to talk to zombie support, there is no support there.

Thank you very much, tyraxx, for your cooperation. I will now transfer your complaint to my colleague Mirka ([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.  

Dear tyraxx,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Jokabet Casino representative to join this conversation.

Dear Jokabet Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Dear tyraxx,

Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced.

We inform you that your documents have already been accepted, we apologize for the delay. It is possible to proceed with withdrawals and continue to use the gaming account.

Best regards,

Jokabet Team.

Dear tyraxx,

I'm glad it seems like your withdrawal process is moving forward.

Could you please notify me, when you receive your withdrawal, or when there is another important update in your case?

Thank you

withdrawal was processed a few hours after they accepted the documents

so it was solved

Dear tyraxx,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka

www.kpvfaw.com