Jackbit Casino - Hráč má zpoždění při ověřování a výplatě.

Hi,

I would like to file a complaint against the online casino Jackbit.com. I believe their verification process is non-transparent and unfair. After successfully completing the first stage of verification (submitting a photo of my ID and a selfie), the casino then required an additional video verification. I submitted the video as requested, and in my communication with their support, I was assured that the verification would take a maximum of 48 hours. However, I was later informed that the process could take up to two weeks, which raises concerns for me.

The amount I am requesting to withdraw is 21,634.05 USDT (over 19,400 EUR and more than 90% of my winnings are from casino slot games), and I am deeply concerned that the casino is deliberately delaying the process od verification to prevent me from receiving my winnings. The casino's terms and conditions state that they reserve the right to request video verification, which I have fully complied with. Therefore, I am requesting that my verification be expedited, and that my winnings be paid immediately.

Here is a relevant excerpt from their terms and conditions: "In order to verify Player’s Account, We require documents (ID, payment systems, utility bills etc.) in Latin or Cyrillic alphabet. In case Player doesn’t have an opportunity to provide documents in above-mentioned alphabets, the company reserves the right to demand video verification where Player shows his/her documents."

Despite fulfilling all the requirements and passing the initial verification, the video verification has been unreasonably delayed. I have also found similar complaints from other players on various forums, which further supports my concern that the payout process may not proceed smoothly.

I am worried that, as seen in other cases, after the delayed verification, my account may be subjected to further investigation, leading to a prolonged battle to receive my winnings.

Thank you for your help in resolving this situation.

Best regards,

Michal

Hello mischal041,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jackbit Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Thank you for your quick response and willingness to assist with my complaint against Jackbit Casino. I’m happy to provide more details about the ongoing verification process.

Timeline of the Verification Process:

The verification process started when I submitted photos of my ID (front and back) along with a selfie through the casino’s website on September 28, 2024, which was accepted. After requesting a withdrawal, I was further asked to submit a video for additional verification.

The first video was submitted on September 29, 2024, at 14:41. However, I was later informed by the KYC team that this video didn’t meet the requirements because it did not include spoken text in English as written on the paper.

I then submitted a second video on September 30, 2024, at 12:24, which included the necessary spoken information.

Approved Documents:

To date, the casino has confirmed that the verification of my ID and selfie photo (submitted on September 28, 2024) was successfully completed through the web platform. However, I am still awaiting confirmation of the video verification.

Last Communication with the Casino:

My most recent communication with Jackbit Casino was on October 2, 2024, where I was informed that the video verification is still in process and that I should await the result. Prior to that, I had communicated with the support team multiple times via live chat and email, and I also had correspondence with the KYC team through email.

Additionally, I would like to bring to your attention a few important points regarding the timeframe for the video verification:

On September 29, 2024, at 20:06, support informed me via email that the video verification would take 48 to 72 hours.

Furthermore, during the live chat on September 30, 2024, at 12:53, I was told that the video verification would take 24 to 48 hours.

However, after these communications, I was eventually told the process could take up to two weeks, which has raised concerns about the integrity and transparency of the verification process.

I hope this information helps clarify the situation, and I look forward to any further guidance or assistance you can offer to resolve this issue promptly.

Thank you again for your support.

Best regards,

Michal

Dear Mischal041,

As previously mentioned, the verification process can take up to 14 days, regardless of what the casino may claim. I recommend following their instructions for now. If it takes longer than the recommended time frame, please let us know.

I look forward to your response.

Kind regards,

Nick

Dear Nick,

thank you for your response and continued support. I would like to provide an update regarding the verification process at Jackbit Casino.

Recently, Jackbit Casino informed me that my account is currently under investigation. They mentioned that they expect the investigation and verification process to be completed by October 15th, after which I should be able to proceed with withdrawals without further delays.

I remain hopeful that the casino will resolve this issue even before October 15th, but at the very latest by that date, so that my withdrawal can be processed.

Thank you again for your assistance, and I will keep you informed if anything changes.

Kind regards,

Michal

I can confirm that I have successfully received the funds. Thank you to Jackbit Casino for processing the withdrawal.

Best regards,

Michal

Update on complaint – New issues with account and withdrawal

Dear Nick and Jackbit Casino,

While the original issue was resolved and my withdrawal of 21.600 USDT was successfully processed, I would like to provide an update regarding a new issue.

After receiving my previous winnings, I made three new deposits and won a total of 12.163 USDT. However, despite Jackbit Casino previously confirming that my account was fully verified, I am now facing another restriction on withdrawals. The support team informed me that my account is once again under investigation, which I find extremely confusing given the prior verification.

It seems that this casino does not favor players who win. Additionally, today at 18:03, I received the following email from Jackbit Casino:

"Due to our company’s sole decision, your account has been closed. The company also reserves the right not to inform the player about the reasons for such actions. Kindly ask you to check our terms and conditions. We will contact you as soon as the investigation is complete."

This sudden closure of my account raises even more concerns, especially since no explanation has been provided. I kindly ask for assistance in resolving this issue. Should we continue with this existing complaint, or is it necessary to open a new one?

Furthermore, I request that Jackbit Casino provide a clear explanation for this investigation and the closure of my account, and allow me to withdraw my winnings without further delays.

Thank you for your help in addressing this matter.

Best regards,

Michal

Dear Mischal041,

As the initial issue has been resolved and you have received the funds from the casino, we will now consider this complaint as resolved.

Since there is a new, unrelated issue, we will proceed with closing the current complaint. Please note, as mentioned earlier, every withdrawal can take up to 14 days to process, and this investigation may be part of that timeframe. If the issue is not resolved within this period, feel free to submit a new complaint.

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards,

Nick