JackTop Casino - 플레이어의 상금은 몰수되었습니다.

I am reaching out to formally complain about how Jacktop Casino voided my winnings of 4,106 EUR after a drawn-out verification process, which started on July 24th and lasted until now, November.

Throughout this process, I was asked for numerous documents: ID, proof of address, several selfies with my ID, payment method verification, Mifinity screenshots, a bank statement, and even a new selfie. 

Each time I submitted the requested documents, they confirmed that my account was verified and that I could proceed with a withdrawal. However, when I attempted to withdraw, they would decline it and request additional documents. This back-and-forth process continued for months. Throughout, I promptly provided every document they asked for.

They removed my original payment method and required me to create a Jeton account, though I had not used Jeton before. After completing all requirements, they requested a video call. However, despite complying, they claimed my answers were "not good enough" and voided my winnings. I want to mention that English is not my primary language.

This process has felt excessive and unfair. After providing every document requested and making myself available on video, I am frustrated by the outcome.

 I feel this decision was unjust and am hoping for a fair resolution.

Dear elchip54, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Am I correct in understanding that all your identity documents were successfully verified, and that only after a video call your account was blocked?

Could you please specify what questions the casino asked you during the verification video call?

Additionally, what types of games did you play, and did you accumulate your winnings with or without a bonus?

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, 

Veronika

Hello,

Yes, all of my documents were successfully verified, and it was only after the video verification that my winnings were voided. I have their emails confirming this, which I can share if needed.

During the video call, they asked me standard personal questions, as well as specifics about the games I played, the amount I deposited, the payment methods I used, and which bonuses I received. They also asked me to specify the date I played at their casino—a lot of details for someone who played casually months ago!

I primarily played casino games and slots, and I used the welcome bonus offered on their site.

Thank you for your support. I hope we can resolve this matter soon.

Thank you very much, elchip54, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear elchip54,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the JackTop Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear JackTop Casino,

Could you please provide detailed information about this case and outline the reasons why the player's winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

I emailed you regarding this complaint. Waiting to hear back from you.

Best regards,

JackTop Casino Representative

Dear elchip54,

I would like to update you on the current status of your complaint. I have received the evidence from the casino, along with a detailed explanation of the reasons that led to the zeroing of your winnings. Unfortunately, there were multiple inconsistencies between your statements and the facts presented. While I am unable to share specific details due to confidentiality reasons - such as the casino’s strategic considerations - I fully respect these limitations.

That being said, I would like to take a moment to explain why the verification call is such a crucial part of the online casino process and why failure to complete it can result in the confiscation of your winnings. The verification call is the final step in confirming your identity and ensuring that all the information provided during registration is accurate. This is necessary to comply with legal requirements, such as anti-money laundering (AML) and know-your-customer (KYC) regulations, which are in place to protect both the player and the casino.

The verification process also serves to ensure that no fraudulent activity has taken place and that all funds deposited and winnings earned are legitimate. If discrepancies or issues arise during the call - such as failure to verify your identity or providing inconsistent information - it can raise concerns that may ultimately lead to the suspension or confiscation of your winnings. This is because the casino cannot confirm the authenticity of your account without proper verification, which could compromise the integrity of the platform.

I understand that this verification process can feel tedious, but it is necessary to ensure fairness, security, and regulatory compliance.

I want to emphasize that there is still no 100% certainty regarding the outcome of this situation. I am in ongoing communication with the casino representative and am working towards a potential compromise. Rest assured, I will keep you informed as soon as I receive any updates.

Thank you for your continued patience and understanding.

Dear JackTop Casino,

I've sent you an email with additional comments and would kindly ask for your response at your earliest convenience.

Thank you for your cooperation.

Dear Kubo,

I have replied to your message, and hopefully, we are getting closer to a compromise.

Thank you for your interest in this complaint.