NaslovnaPritužbeJackbit Casino - Igrač ima kašnjenja u verifikaciji i isplati.
Jackbit Casino - Igrač ima kašnjenja u verifikaciji i isplati.
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21.634 ₮
Jackbit Casino
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The player from Slovakia filed a complaint against Jackbit.com, alleging a non-transparent and unfair verification process. After completing the initial verification, he faced additional video verification, which had been delayed beyond the promised timeframe, while he was trying to withdraw 21,634.05 USDT of his winnings. He feared that the casino was deliberately stalling the process. The issue was resolved as the player successfully received his funds. However, a new complaint arose regarding restrictions on withdrawals and account closure after winning additional funds. The Complaints Team considered the initial complaint resolved and advised the player to submit a new complaint for the ongoing issues.
Igrač iz Slovačke podneo je žalbu protiv Jackbit.com, navodeći netransparentan i nepravedan proces verifikacije. Nakon što je završio početnu verifikaciju, suočio se sa dodatnom video verifikacijom, koja je odložena preko obećanog vremenskog okvira, dok je pokušavao da povuče 21.634,05 USDT svog dobitka. Plašio se da kazino namerno odugovlači proces. Problem je rešen pošto je igrač uspešno primio svoja sredstva. Međutim, pojavila se nova žalba u vezi sa ograničenjima povlačenja i zatvaranja računa nakon osvajanja dodatnih sredstava. Tim za žalbe je smatrao da je prvobitna žalba rešena i savetovao je igrača da podnese novu žalbu zbog tekućih problema.
Želeo bih da uložim žalbu protiv onlajn kazina Jackbit.com. Verujem da je njihov proces verifikacije netransparentan i nepravedan. Nakon uspešnog završetka prve faze verifikacije (podnošenje fotografije lične karte i selfija), kazino je zahtevao dodatnu video verifikaciju. Video sam poslao na zahtev, a u komunikaciji sa njihovom podrškom dobio sam uveravanja da će verifikacija trajati najviše 48 sati. Međutim, kasnije sam obavešten da bi proces mogao da potraje i do dve nedelje, što me zabrinjava.
Iznos koji tražim da povučem je 21.634,05 USDT (preko 19.400 EUR i više od 90% mojih dobitaka je od kazino slot igara), i duboko sam zabrinut da kazino namerno odlaže proces verifikacije kako bi me sprečio da dobijem svoj dobitke. Uslovi i odredbe kazina navode da zadržavaju pravo da zahtevaju video verifikaciju, koju sam u potpunosti poštovao. Zbog toga tražim da se moja verifikacija ubrza i da se moj dobitak odmah isplati.
Evo relevantnog izvoda iz njihovih uslova i odredbi: „Da bismo verifikovali račun igrača, potrebna su nam dokumenta (lična karta, sistemi plaćanja, računi za komunalije itd.) na latiničnom ili ćiriličnom pismu. U slučaju da Plaier nema mogućnost da dostavi dokumente na gore navedenim alfabetima, kompanija zadržava pravo da zahteva video verifikaciju gde Plaier pokazuje svoje dokumente."
Uprkos ispunjavanju svih uslova i prolasku početne verifikacije, video verifikacija je neopravdano odložena. Takođe sam našao slične pritužbe drugih igrača na raznim forumima, što dodatno podržava moju zabrinutost da proces isplate možda neće teći glatko.
Zabrinut sam da bi, kao što se vidi u drugim slučajevima, nakon odložene verifikacije, moj nalog mogao biti podvrgnut daljoj istrazi, što bi dovelo do produžene borbe za primanje mojih dobitaka.
Hvala vam na pomoći u rešavanju ove situacije.
Srdačan pozdrav,
Michal
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.
Hvala vam puno što ste podneli žalbu i zaista mi je žao što čujem za vaš problem sa Jackbit Casino-om. Dozvolite mi da vam postavim još nekoliko pitanja pre nego što krenemo dalje.
Možete li molim vas da nam kažete od kada je tačno proces verifikacije u toku?
Koji dokumenti su već odobreni, a koji ne?
Kada ste poslednji put razgovarali sa kazinom i o čemu se radilo?
Imajte na umu da proces verifikacije može potrajati do 14 dana nakon slanja svih traženih dokumenata.
Radujem se vašem odgovoru.
pozdrav,
Nick
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.
Hvala vam na brzom odgovoru i spremnosti da pomognete u vezi sa mojom žalbom na Jackbit Casino. Rado ću vam pružiti više detalja o tekućem procesu verifikacije.
Vremenski okvir procesa verifikacije:
Proces verifikacije je počeo kada sam 28. septembra 2024. poslao fotografije svoje lične karte (prednja i zadnja) zajedno sa selfijem preko veb stranice kazina, što je prihvaćeno. Nakon zahteva za povlačenje, od mene je dalje zatraženo da pošaljem video za dodatnu verifikaciju.
Prvi video je dostavljen 29. septembra 2024. u 14:41 . Međutim, kasnije me je KIC tim obavestio da ovaj video ne ispunjava uslove jer ne uključuje govorni tekst na engleskom kako je napisano na papiru.
Zatim sam poslao drugi video 30. septembra 2024. u 12:24 , koji je uključivao neophodne izgovorene informacije.
Odobreni dokumenti:
Kazino je do danas potvrdio da je verifikacija moje lične karte i selfi fotografije (podneta 28. septembra 2024.) uspešno završena preko veb platforme. Međutim, još uvek čekam potvrdu video verifikacije.
Poslednja komunikacija sa kazinom:
Moja poslednja komunikacija sa Jackbit Casino-om bila je 2. oktobra 2024. godine, gde sam obavešten da je video verifikacija još u toku i da treba da sačekam rezultat. Pre toga sam više puta komunicirao sa timom za podršku putem ćaskanja uživo i e-pošte, a takođe sam imao prepisku sa KIC timom putem e-pošte.
Pored toga, želeo bih da vam skrenem pažnju na nekoliko važnih tačaka u vezi sa vremenskim okvirom za video verifikaciju:
Podrška me je 29. septembra 2024. u 20:06 obavestila putem e-pošte da će video verifikacija trajati 48 do 72 sata .
Štaviše, tokom ćaskanja uživo 30. septembra 2024. u 12:53 , rečeno mi je da će video verifikacija trajati 24 do 48 sati .
Međutim, nakon ovih komunikacija, na kraju mi je rečeno da bi proces mogao da potraje i do dve nedelje, što je izazvalo zabrinutost u vezi sa integritetom i transparentnošću procesa verifikacije.
Nadam se da će ove informacije pomoći u razjašnjavanju situacije i radujem se svim daljim uputstvima ili pomoći koju možete ponuditi za brzo rešavanje ovog problema.
Hvala vam još jednom na podršci.
Srdačan pozdrav,
Michal
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.
Kao što je ranije pomenuto, proces verifikacije može potrajati do 14 dana, bez obzira na to šta kazino može tražiti. Za sada preporučujem da pratite njihova uputstva. Ako je potrebno duže od preporučenog vremenskog okvira, obavestite nas.
Radujem se vašem odgovoru.
srdačan pozdrav,
Nick
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.
hvala vam na odgovoru i kontinuiranoj podršci. Želeo bih da pružim novosti u vezi sa procesom verifikacije u Jackbit Casinu.
Nedavno me je Jackbit Casino obavestio da je moj nalog trenutno pod istragom. Napomenuli su da očekuju da će istraga i proces verifikacije biti završen do 15. oktobra, nakon čega bih mogao da nastavim sa povlačenjem bez daljeg odlaganja.
Ostajem u nadi da će kazino rešiti ovaj problem i pre 15. oktobra, ali najkasnije do tog datuma, kako bi se moje povlačenje moglo procesuirati.
Hvala vam još jednom na pomoći i obavestiću vas ako se nešto promeni.
srdačan pozdrav,
Michal
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.
Ažuriranje žalbe – Novi problemi sa računom i povlačenjem
Dragi Nick and Jackbit Casino,
Iako je prvobitni problem rešen i moje povlačenje 21.600 USDT uspešno obrađeno, želeo bih da pružim ažuriranje u vezi sa novim problemom.
Nakon što sam primio prethodni dobitak, napravio sam tri nova depozita i osvojio ukupno 12.163 USDT. Međutim, uprkos tome što je Jackbit Casino prethodno potvrdio da je moj nalog u potpunosti verifikovan, sada se suočavam sa još jednim ograničenjem povlačenja. Tim za podršku me je obavestio da je moj nalog ponovo pod istragom, što smatram izuzetno zbunjujućim s obzirom na prethodnu verifikaciju.
Čini se da ovaj kazino ne favorizuje igrače koji pobeđuju. Pored toga, danas u 18:03, primio sam sledeću e-poštu od Jackbit kazina:
"Zbog isključive odluke naše kompanije, vaš nalog je zatvoren. Kompanija takođe zadržava pravo da ne obavesti igrača o razlozima za takve radnje. Molimo vas da proverite naše uslove i odredbe. Kontaktiraćemo vas čim istraga je završena."
Ovo iznenadno zatvaranje mog naloga izaziva još više zabrinutosti, pogotovo zato što nije dato nikakvo objašnjenje. Molim za pomoć u rešavanju ovog problema. Da li da nastavimo sa ovom postojećom žalbom ili je potrebno otvoriti novu?
Štaviše, tražim da Jackbit Casino pruži jasno objašnjenje za ovu istragu i zatvaranje mog računa i dozvoli mi da povučem svoje dobitke bez daljeg odlaganja.
Hvala vam na pomoći u rešavanju ovog pitanja.
Srdačan pozdrav,
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.
Pošto je početni problem rešen i vi ste dobili sredstva od kazina, sada ćemo ovu žalbu smatrati rešenom.
Pošto postoji novo, nepovezano pitanje, nastavićemo sa zatvaranjem trenutne žalbe. Imajte na umu, kao što je ranije pomenuto, obrada svakog povlačenja može potrajati do 14 dana, a ova istraga može biti deo tog vremenskog okvira. Ako se problem ne reši u ovom roku, slobodno podnesite novu žalbu.
Kao što znate, naše usluge su potpuno besplatne i ne prihvatamo nikakve napojnice. Ali ako biste mogli da odvojite trenutak da podelite svoje iskustvo sa našim uslugama na Trustpilotu, to bi mi mnogo značilo. Evo veze: https://vvv.trustpilot.com/evaluate/casino.guru . Vaša iskrena recenzija i svi predlozi o tome kako možemo da poboljšamo bili bi neverovatno dragoceni, ne samo za nas, već i za druge kojima bi možda bila potrebna pomoć u vezi sa problemima vezanim za onlajn kazino.
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Hvala vam puno na izdvojenom vremenu.
Srdačan pozdrav,
Nick
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
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