JeffBet Casino - Kazino ne odobrava dokumente igrača.

I made deposit with my phone number 30£ and the amount in my account was 25£ they charge 4,80 for deposit next i win 130£ .I uploaded my documents for verification and withdraw it to my debit card.I uploaded sim contract with three mobile UK PDF file with my account and phone number and they don't approve the document.They charged me 30 £ my phone number bill.

Dear Velikov,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Velikov,

• Have you been advised why your recently submitted documents haven't been accepted for verification?
• If there's any relevant communication, please forward it to petronela.k@casino.guru.

Thank you.

Hi Velikov,

• Could you please upload or forward any relevant communication between you and the casino?

I'm particularly interested in the reasoning the casino gave you when they rejected the provided documents.

Thank you.

They don't accept the documents my contract with 3 UK mobile with my name my number my address is on it because they have to pay my 130£ which is pending on my account . this is casino is SCAM

Thank you very much, Velikov, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, Velikov,

I am sorry to hear about your problem. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite JeffBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear JeffBet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to complete verification and withdraw his winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Velikov,

I was in contact with the casino representative outside of the thread, and I am waiting for additional details.

"Thank you for your message regarding your withdrawal request and the KYC (Know Your Customer) procedure. We understand your frustration, and we sincerely apologize for any inconvenience caused.

In accordance with our regulatory obligations, we are required to verify all payment methods used on our platform for both security and compliance purposes. This includes verifying both the phone number used for deposits and the card to which you are withdrawing funds.

We appreciate that you have provided pictures of the card, which meet our verification requirements. However, regarding the phone number verification, we are unable to accept the copy of your phone contract as it does not meet our verification standards.

To expedite the verification process, we kindly request that you download the monthly phone bill in PDF format from your provider's website for the last three months.

Once you have obtained the necessary documents, please submit them through our verification portal or directly to our support team. This will allow us to promptly verify your phone number and proceed with your withdrawal request without further delay.

We appreciate your cooperation and understanding in completing the verification process. If you encounter any difficulties or require assistance, please do not hesitate to contact us. Thank you for your patience and cooperation."

You shared a screenshot of your contact with Three Mobile UK above. In what form did you send it to the casino?

Is it possible to send them the same contract but as an original .pdf (not older than 3 months)?

Additional information from the casino regarding my previous post:

"Apologies for any confusion. To clarify, we require a single monthly phone bill that has been issued within the past three months. This means we need one bill covering one month's usage, issued within the specified timeframe, where we can see your phone number and full name. It can be easily downloaded from the phone provider's website in electronic (PDF) format"

Looking forward to hearing from you, Velikov.

Dear Velikov,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Although only outside of the thread, thank you, JeffBet Casino team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru