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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.

Dear elchip54,

JackTop Casino adheres to high safety standards and is in full agreement with Kubo's vision on the importance of accuracy, transparency, and proper use of online casino services. The verification call was the final step to confirm that the account on JackTop was in your use. Having analyzed the answers related to your activity in our casino, we cannot consider the verification call successful due to serious inconsistencies in key aspects between what you said and what actually was. We offer a refund of your last deposit as a compromise way out of this situation. Our support manager will contact you shortly via email to clarify details for deposit reimbursement. I hope you accept this decision and understand that it is based on general security policies that are in place to protect both the user and the online casino.

Dear Kubo,

I appreciate your sincere desire to settle this matter. The player can be assured that you have really taken into consideration all the arguments for and against. Thank you for your interest in this complaint!

All the best,

JackTop Casino Representative

Dear JackTop Casino,

Thank you for your message and your cooperation throughout this case.

Dear elchip54,

I regret to inform you that the outcome of your complaint is not as you had hoped. Please know that I made every effort to advocate for a resolution in your favor. However, based on the evidence and arguments presented by the casino, it has become clear that a satisfactory resolution was not feasible in this instance.

As I mentioned previously, the verification call is a critical element of the casino’s account verification process. During this call, players are expected to provide specific information to confirm their identity and ownership of the account. This requirement ensures that the person using the account is its rightful owner.

All players agree to the casino’s Terms & Conditions when registering, which include a commitment to use the account personally and not allow third-party access. If a player cannot correctly answer basic questions about their identity or account during the verification call, it raises valid concerns about potential third-party involvement. Such involvement constitutes a serious breach of the casino’s Terms & Conditions.

Unfortunately, these considerations are sufficient to justify the casino’s decision and reject this complaint as unjustified.

Please note that online casinos typically do not refund deposits in cases where account verification fails. However, in this instance, the casino made an exception and has decided to reimburse your most recent deposit. I truly appreciate their willingness to make this gesture, as it demonstrates an effort to address the situation, even under these challenging circumstances.

I understand that this refund may feel like a small consolation given the broader issues involved, but I want to assure you that this is a generous and uncommon offer from the casino.

Thank you again for your understanding and cooperation throughout this process. If you encounter further issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center - we’re here to assist you.

Best Regards,

Kubo