Jackie Jackpot Casino - Hráč se snaží získat své výhry kvůli nedokončenému ověření KYC.

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

Ich habe den auszahlungsbetrag angegeben, dann Tage gewartet ohne dass was kam Punkt dann habe ich im Chat den Kunden Support angeschrieben die sagten mir ich solle meinen Ausweis schicken und meine bankkarte, das habe ich gemacht wieder zwei Tage vergangen und bis heute keine vernünftige Antwort bekommen sodass ich es morgen noch einmal Versuche und mein Geld habe ich bis heute nicht bekommen

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

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.

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.