Monaco Jack Casino - Проверка личности игрока задерживается.

Hello,

I am opening this complaint against Monaco Jack Casino due to an unjustified delay in my account verification (KYC) and a total lack of communication from their team.

I deposited funds into my casino account and immediately submitted the required documents for verification. My ID card and selfie were approved almost instantly. However, I also uploaded my bank statement as proof of address, and it has been stuck on "Pending" status for over a month now.

I have tried to contact their customer support multiple times via live chat on different days and at various times, but I always receive the exact same automated message stating that they are "busy". Furthermore, I have sent several emails to their support address and even left a review on Trustpilot explaining my situation, but I have been completely ignored on every channel.

Since it has been more than 30 days without any update or explanation, I kindly ask for Casino Guru's mediation to help me get my proof of address verified so that I can access my funds.I have attached screenshots of my pending verification status and the automated messages from the live chat as proof.

Thank you for your assistance.

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Hello,

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

• Have you checked that your casino profile has been completed correctly, including your address details?
• Does the address listed in your casino account match the address shown on the identity documents you submitted for verification?
• Have you ensured that your bank statement was uploaded in the correct format and that it covers the required verification period (usually the last 3 months)?
• What types of games did you play to accumulate the winnings you are trying to withdraw?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika, thanks for your support. Here are the answers to your questions:

Yes, I have verified my casino profile and it is completely filled out, including all my address information.

Yes, the address registered on my account exactly matches the address on the documents you sent.

Yes, the statement is in the correct format and is very recent (covering the last 3 months). It clearly shows my name, surname, address, and the four corners of the sheet.

I only got my winnings from the slots.

I'm available if you need any further information. Thank you very much.

Ciao Veronika, grazie per il supporto. Ecco le risposte alle tue domande:

Sì, ho verificato e il mio profilo sul casinò è completato correttamente in ogni sua parte, inclusi tutti i dati del mio indirizzo.

Sì, l'indirizzo registrato sul mio conto corrisponde esattamente all'indirizzo presente sui documenti inviati.

Sì, l'estratto conto è in formato corretto ed è recentissimo (copre gli ultimi 3 mesi). Mostra chiaramente il mio nome, cognome, indirizzo e i 4 angoli del foglio.

Le vincite le ho accumulate solo dalle slot.

Resto a disposizione se servono altre informazioni. Grazie mille.

Thank you for your response.

Please forward me the utility bill that is still pending verification in your account at [email protected]. If you have had any further communication with the casino's customer support in the meantime, kindly forward it to me as well.

I appreciate your patience and cooperation.

Hi, I already sent it to you but I'm sending it again via email because I can't attach the file here.

ciao ,ve l'avevo già mandata ma ve la rimando di nuovo via email perchè quà non riesco ad allegare il file

Thank you for your email. However, I have not yet received your utility bill, just a screenshot from your casino account showing which documents you have provided so far. Please note that I need to see the exact document that you submitted as your proof of residence that is still pending verification in your account. I appreciate your cooperation.