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I played in that casino almost a year ago. I was lucky to win with a bonus and wanted to verify my account to withdraw the money. So I sent the requested documents to casino but casino did not accepted my selfie for some reason. I sent another one but it was not accepted as well. After casino sent me an email that they will confiscate my winnings as I was not able to provide requested documents within 30 days. I think it is not fair as I sent my documents to casino as requested.

Dear Toper,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Could you please forward any relevant communication between you and the casino along with the submitted selfies to petronela.k@casino.guru?

Thank you very much in advance for your reply.

Best regards,

Petronela

I have sent you my communication with casino. I hope I have forwarded all emails

Thank you very much, Toper, for the forwaded communication. Do I understand correctly that the personal documents to verify your account have been requested on Feb 15th, 2021 and you replied on Apr 7th, 2021?

Nevertheless, we believe that a timeframe to provide all the required documents for KYC shouldn't be applied and any player needs to be able to verify their identity at any time.

 The personal documents have been requested on Feb 15th and I sent them on on Feb 18th and a couple of time after. I forwarded you more emals.

Thank you, Toper, for the forwarded communication. One last thing please before we'll contact the casino. Could you advise if you have accumulated your winnings from a free bonus or you've deposited funds into your account when activating the bonus offer?

I made a deposit and claimed the bonus.

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

Hello Toper,

I will take care of your complaint from now on. I have looked at your communication with the casino and firmly believe you tried to verify your account in good faith to satisfy the casino's verification process. Therefore I believe the casino should pay you the winnings from the bonus.

I'd like to invite representatives of Jet10 Casino into this discussion and ask them to reconsider their position regarding Toper's winnings.

Hello all,

Thank you for informing us about this case. We will take a look and get back to you asap.

Kind Regards,

Stefan

Jet10 Team

Dear Toper,

My colleagues informed me that you need to upload your documents through the Jet10 system to do the KYC procedure. Once the verification process is successful, you will be paid.

Kind Regards,

Stefan

Jet10 Team

Hello all,

Thanks to Jet10 for your reply and willingness to resolve Toper's issue.

Dear Toper,

Please proceed with the verification with the casino once again, since some time has elapsed already.

Contact us if you have any questions or concerns. Thank you.

I have done the online verification. Please check it.

Dear Toper,

From your reply, I am not sure if you are talking about the verification you've done previously or the one that is required now.

The casino may want to ask for verification documents, especially after a long time has passed since your previous verification attempts.

Dear Jet10 Casino team,

please let Toper know what is required to successfully complete the process and give us feedback about the result, so we avoid confusion.

Dear Toper,

Our team has just sent you a request for the KYC procedure by email, please provide your documents.

Kind Regards,

Stefan

Jet10 Team

With the last nessage I meant that I passed the online verification as requested but now casino asked me to repeate the online verification using the alternative ID. I don't have any other ID. I have only my ID card and don't understand why casino can not accept it. Can you please explain.

Hi Toper,

You can easily check in your account that your application has been declined and unsuccessful.

You are nowhere informed that it has been successful. Therefore, please repeat the procedure.

Kind Regards,

Stefan

Jet10 Team

Dear Jet10 casino team,

Could you please explain why you require an alternative ID? Is the first ID damaged or expired? We don't understand the reason why the first one was declined. Much appreciated!

Hello Tomas,

The reason is that the images were of poor quality. That is why we ask Toper to upload the necessary documents again. If there is a problem with the process he can contact us via live chat.

Kind Regards,

Stefan

Jet10 Team

Dear Toper,

Our team has sent you an email requesting the missing documents we previously requested. Also, send your ID + selfie by email, please.

Thank you.

Kind Regards,

Stefan

Jet10 Team

I have sent you the document per email.

Hello all,

Thanks, Toper I have received your email. I hope Jet10 casino will approve the documents now.

Dear Jet10 casino team,

I would like to ask you to let us know if the documents Toper provided are satisfactory inform us about the result of the verification process. Much appreciated!

Dear Toper,

Your account has been verified and the balance has been returned to your account.

Thank you.

Kind Regards,

Stefan

Jet10 Team

Thank you. I will try to withdraw now.

I have received the money.

I am glad to hear you received your winnings, Toper! Thank you for letting us know. We will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.