Jet10 Casino - Der Spieler hat Probleme, die Kontobestätigung abzuschließen.

I think it will be withdrawn if I wait, but it's been more than two weeks since I applied. At present, I don't feel that the casino's response is very sincere.

It is said that withdrawals will be processed immediately after the verification of the account is completed, but the situation is that the verification of the account is not completed.

April 23 Withdrawal application. Account verification will not be possible from here until the request is contacted.

April 28 Email from verification team to submit account verification documents. Documents sent on the same day.

May 5 E-mail from the verification team to resubmit the documents are incomplete.

May 6 Resubmission of documents.

* When I logged in to the casino and confirmed my account, the withdrawal was canceled on May 6th.

There is no contact from the casino regarding cancellation of withdrawal.

I asked support for the reason, but I couldn't get a clear answer. It doesn't seem to make sense to check it, so I didn't mention it.

The terms and conditions state: "If you do not submit the requested documents within 72 hours of the request date, the pending withdrawal will be canceled and the funds will be refunded to your balance."

I submitted this in time so it shouldn't be a reason for cancellation.

May 6 Withdrawal application (re)

May 11 Waiting for account verification to complete. More than 48 business hours have passed since the documents were submitted. No contact or reply.

The withdrawal policy states that it is within 24-48 hours from the request.

According to the support content, withdrawals and account verification hours are usually 24-48 business hours, excluding Saturdays, Sundays, and holidays.

No clear explanation when asking support why verification is not complete after 48 business hours. Uncooperative to wait for the verification to finish. (I sent a request to the verification team, but it has no effect)

* Currently, there are many requests and the verification team is doing their best promptly. Looking only at the results, the word has no credibility.

Direct emails to the verification team do not reply to any questions.

Emails to the contact information regarding the complaints stated in the terms cannot be sent.

* After sending, at a later date, I received an email with a delivery error saying that it could not be received at the destination (the reason is not clear because there may be multiple reasons).

-This is the content from the withdrawal application to the present. -

Do you think it is highly possible that the reason why the current account verification is not completed is due to the withdrawal delay?

I have applied at dozens of casinos so far, so this is often the case, but this time is the longest non-certification period.

By the way, does account verification sometimes require a long working time?

多分待ってれば出金されると思いますが申請してから2週間以上過ぎたんで。現状カジノ側の対応もあまり誠実には感じられないので。

出金はアカウントの検証が完了後すぐに処理されるとのことですがそのアカウントの検証が完了しないとゆう状況。

4月23日　出金申請。アカウントの認証は要求の連絡が来るまでこちらからはできない。

4月28日　アカウント認証の書類の提出をするように検証チームからメール。同日書類送付。

5月5日　検証チームから書類に不備あり再提出のメール。

5月6日　書類の再提出。

※カジノにログインしアカウントの確認をしたら5月6日に出金がキャンセルされていた。

カジノ側から出金キャンセルについての連絡はなし。

サポートに理由の確認をしたが明確な解答は得られず。確認しても意味がなさそうなので特に言及せず。

規約には「リクエスト日から72時間以内にリクエストされた書類を提出しなかった場合、保留中の引き出しはキャンセルされ、資金はお客様の残高に返金されます。」

これについては時間内に提出しているのでキャンセルの理由にならないはず。

5月6日　出金申請（再）

5月11日　アカウントの検証の完了待ち。書類の提出から48営業時間以上経過。一切連絡、返信なし。

出金に関する規約にはリクエストから24～48時間以内と記載。

サポートの対応内容では出金、アカウントの検証時間は通常24～48営業時間、土日祝日は除く、とのこと。

48営業時間経過ごとにサポートへ検証が完了しない理由を問い合わせても明確な説明なし。検証が終るのを待つようにと非協力的。（検証チームへリクエストの送信をしました、と言うが全く効果なし）

※現在リクエスト数が多く検証チームは迅速に最善を尽くしているとのこと。結果だけ見ればその言葉には全くの信用性なし。

検証チームへの直接のメールは質問などに対し一切返信なし。

規約に記載の苦情に関する連絡先へのメールは送信不可。

※送信後、後日、送信先での受信ができなかった（理由は複数可能性があるため明確ではない）とゆう配信エラーのメールを受信。

ー　ここまでが出金申請から現在までの内容です。ー

現状アカウントの検証が完了しない理由が出金遅延のためとゆう可能性は高いと思いますか?

今まで数十件のカジノで申請して来たのでこうゆう流れはよくありますが今回が1番非認証期間が長いです。

ちなみにアカウントの検証とゆうのは実再に長時間の作業時間が必要な場合もあるんでしょうか？

Hello,

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

Have you been advised what specifically seems to be a problem in verifying your account? Did you try to request a full list of documents required to complete the KYC verification?

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,

Petronela

* Please correct the inability to send complaints because I entered the wrong address by mistake.

The other day I asked about possible withdrawal delays and I'm convinced that it's not the result of the information I've received from support so far.

Despite the fact that the specified time is always exceeded, the work time of the verification team is only from 9:00 to 17:00 on weekdays. I think the reason is that the verification time is simply short.

I will describe the contents after that.

May 12 I received a request to resubmit because the documents were incomplete.

The content is that you need a time stamp of the photo you sent, and that you don't have it.

However, the photo I sent has a time stamp.

I sent an email asking about it, but I didn't get a reply.

The reason is that my question is put to the end of the queue like any other validation email.

In other words, the answer to an important question will not come until a few days later.

If the incompleteness of this document was their misconfirmation, I would have to wait an unreasonable amount of time, but there is no way around it as there is no other way to contact them than this email.

And if that reply doesn't help, you'll probably have to wait the same amount of time again.

That's because there is no process in their work to prevent these problems, and I feel that there is no consideration for the players.

May 12th Withdrawal cancellation email. The reason is that the documents were not sent in time.

I wrote the terms and conditions regarding cancellation in the content the other day, but it seems that resubmission is also included in the documents that must be sent within 72 hours from the withdrawal application.

However, if more than 72 hours have passed to complete the verification of the document, it is impossible to resubmit within 72 hours and I think it is not a valid reason.

May 12 Withdrawal application (re)

-This is the end of the content-

There is no tampering on the casino side with this claim, and I think that the withdrawal itself will be completed someday (it will take a while), so I think that you will not respond to the casino. However, the time required for verification work is short, and the original system of the casino itself is treated with a great deal of disregard for the players, and there is no sense of responsibility or sincerity.

Perhaps everyone working at this casino is unaware of the fact that people and businesses that have no sense of responsibility or sincerity towards their opponents are the worst in society.

All of that comes to us players.

It is very unforgivable for me to continue the operation without improving the business form.

At the moment this casino is the worst non-malicious casino.

By the way, I see a lot of normal contents for about a month to wait for withdrawal in the reply contents to the complaint on this site, but I think that it is not normal that the withdrawal is not processed for a month without any special reason I will.

It can't be the casino I've been using.

※苦情の送信不可にについては私が送信先アドレスを間違えて入力していた事が原因のため訂正させてください。

先日私は出金遅延の可能性について質問しましたが、これまでに私がサポートから得られた情報の結果そうではないと確信しました。

規定時間を常にオーバーするような状態にも拘らず、検証チームの作業時間が平日の9時～17時までのみとゆうただ単に検証を行う時間が少ないとゆうことが原因だと思います。

一応その後の内容を記載します。

5月12日　書類に不備があるとのことで再提出の依頼が来ました。

その内容は送った写真のタイムスタンプが必要とゆうことであり、それがないためとゆうこと。

しかし私が送った写真はタイムスタンプが確認できるものです。

それについて質問のメールを送りましたが返信はありません。

その理由は私の質問は、他の検証のメールと同様のキューの最後に回されているためです。

つまり重要な質問に対してその返事はまた数日後まで来ないとゆうことになります。

仮にこの書類の不備が彼らの確認ミスであった場合、私は不当な時間待たされることになりますが、このメール以外に彼らとコンタクトを取る手段がないためそれを回避する方法がありません。

そしてその返信で解決しなかった場合恐らくまた同じ時間待つことになります。

それはこういった問題を防ぐためのプロセスが彼らの仕事のなかに存在しないためであり、そこにはプレイヤーに対する配慮が全くないように感じます。

5月12日　出金キャンセルのメール。理由は時間内に書類の送信がなかったため。

先日の内容にキャンセルに関する規約内容を書きましたが、これは出金申請から72時間以内に送付しなければいけない書類に再提出も含まれているそうです。

しかし書類の検証が完了するまでに72時間以上経過している場合72時間以内に再提出することは不可能であり正当な理由とは言えないと私は思います。

5月12日　出金申請（再）

ー内容はここまでですー

このクレームにはカジノ側には不正工作などは存在せず、出金自体もいつか（まだしばらくかかりそう）は完了すると思うので、あなたたちがカジノに対して対応してくれることはないと思いますが、検証業務の時間の少なさや、カジノ側の本来の体制自体が非常にプレイヤーを軽視した扱いであり責任感や誠意が一切感じられません。

相手に対して責任感や誠意がない人間や企業は社会において非常に最低であるにも拘わらず、恐らくこのカジノで働く誰もがそれに無自覚です。

そのつけは全て私達プレイヤーに回ってきます。

このまま業務形態の改善がされることなく運営を続けていく事は私からすれば非常に許し難いです。

現時点ではこのカジノは悪意のない最悪のカジノです。

ちなみにこのサイトのクレームに対する返信内容に出金を待つのに1ヶ月くらいは普通のような内容を多数見かけますが特別な理由もなく1ヶ月も出金が処理されないのは決して普通ではないと思います。

私が利用してきたカジノではあり得ません。

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 Takuma Negishi!

I will take care of your complaint from now on. I would like to invite representatives of Jet10 Casino into the discussion to provide us any explanation of the issue.

Dear Takuma Negishi,

Please note that our Verification team confirmed that the documents you have sent are insufficient.

To complete your verification process, you have been asked multiple times to provide a selfie of yourself with your ID document and a timestamp. You have sent selfies, but the timestamp was always missing.

You have also been advised that if you do not have a timestamp option on your phone you may feel free to take a photo of yourself holding your ID next to your face and a piece of paper with the current date written on it.

If Casinoguru requires, we can send evidence privately.

Regards,

Mira

Jet10 Team

Petronela Kontos

Martin Donly

I didn't expect it to be dealt with.

Thank you from the bottom of my heart.

I sent the photo again with a memo as specified by the casino.

However, all the photos I have sent so far are time-stamped photos.

If there is a difference in recognition with or without this time stamp, is it due to lack of explanation on the casino side?

And the casino does not have a form to answer such detailed questions.

If I email this question to the verification team, the reply probably won't come until next Monday.

I don't really know this, but it's the response time that has been predicted in the process so far.

May 13 Response to questions from verification team

May 13 Submit photos as specified

We will continue to report on the progress at this time.

Petronela Kontos様

Martin Donly様

まさか対処してくれるとは思っていませんでした。

心より感謝お礼申し上げます。

先程カジノの指定通りメモ付で写真を再度送信しました。

しかし私がこれまでに送った写真は全てタイムスタンプのある写真です。

このタイムスタンプの有無に認識の違いがあるようであればそれはカジノ側の説明不足に原因があるのでないでしょうか？

そしてこのような詳細な質問に対応するかたちをカジノ側は用意していません。

もし私がこの質問を検証チームへメールで送った場合、返信はおそらく来週の月曜日まで来る事はないでしょう。

これは実際にはわかりませんが、ここまでの経緯で予測される、行われてきた対応時間です。

5月13日　検証チームから質問への返答

5月13日　指定通りの写真を提出

引き続きこの場にて進展状況を報告させていただきます。

Jet10 Casino Representative Mira

I was able to confirm how the photo I requested earlier was submitted, so I don't have to submit it.

I found that the one you specified was different from the one I sent.

However, since the photos I sent are generally time-stamped photos, I think it is often difficult to understand the explanation without detailed information in advance.

And if it takes a few days for a question to be answered to such an explanation, I think that the time required for this verification will only get slower and less consideration for the player.

Everyone wants players to complete verification and withdrawals quickly, and I think that is well known on the casino side.

And it turns out that it is difficult for the casino to respond to all of them.

There are some parts of many casinos, even if they aren't satisfying to the players, even a little bit of a willingness to meet their demands.

But unfortunately there was nothing in this casino where I could feel it.

And that is reflected in the result that my withdrawal has not been completed yet.

Jet10 Casino代表　ミラ様

先程お願いした写真の提出は私自身でどうゆうものか確認できましたので、提出していただかなくて結構です。

そちらの指定するものと私の送ったものが違うことはわかりました。

しかし私が送ったものも一般的にはタイムスタンプがある写真であるため、その説明は事前に詳しくしてもらわなければわからない場合も多いのではないでしょうか？

そしてこのような説明に対する質問に返信が来るまで数日かかるとゆう対応の仕方では、こちらの検証にかかる時間はどんどん遅くなるばかりでプレイヤーへの配慮に欠けていると私は思います。

プレイヤーが検証や出金を早く済ませてほしいのはだれしも一緒で、それはカジノ側でも十分わかっていることだと思います。

そしてカジノ側がそれら全てに応えることが難しい事もわかります。

多くのカジノはそのなかでも、たとえそれがプレイヤーが満足できる程ではなくても、要望に応えようとゆう姿勢が少しだけでもみえる部分がどこかにあります。

しかし残念ながらこのカジノではそれが感じられる部分が1つもありませんでした。

そしてそれは私の出金がまだ完了していないとゆう結果にあらわれています。

Hello Takuma Negishi!

Do you now know which time stamp the casino representatives meant? In case you need any assistance with submitting your verification documents, feel free to contact me via 'martin.d@casino.guru'.

Martin Donly

I was able to confirm the time stamp that the casino means by myself.

Is it okay to send emails in Japanese?

Martin Donly様

カジノ側の意味するタイムスタンプは私自身で確認することができました。

メールは日本語でも大丈夫ですか？

As long as I would be able to translate the documents to English, you can send them in Japanese. I will not be able to translate images, only text. Thank you.

I see, I just resubmitted the documents about 24 hours ago.

If the certification isn't completed by the end of today, I'll have to wait until next week for withdrawals. Can you help me get it done faster?

なるほど、ただ書類の提出は24時間ほど前に再提出済みです。

今日中に認証が完了しない場合、私はまた来週まで出金を待つことになりますが、完了を早めるためのサポートをしてくれますか？

I haven't completed my withdrawal yet, can you please cooperate?

Account verification is complete.

出金がまだ完了しないのですが、協力お願いできませんか？

アカウント認証は完了しました。

Dear Takuma Negishi,

Please note that your verification has been completed.

Your withdrawal request is currently with the Finance team.

Regards,

Mira

Jet10 Team

Withdrawal has not been completed even after the specified time has passed since the account verification was completed.

A total of one month has passed since the first withdrawal application.

This should meet all the necessary conditions, but if the withdrawal is still not completed, do you feel like withdrawing?

Will Casino Guru help me with this?

アカウント認証が完了してから規定の時間が過ぎても出金が完了していません。

最初の出金申請から合計で1ヶ月経過します。

こちらは必要な条件を全て満たしているはずですが、それでも出金が完了しないのは出金する気がないんですかね。

この件についてCasino Guruは協力してくれないんでしょうか？

Withdrawal is complete.

I was late to notice because I did not receive a notification that the withdrawal was completed, but I confirmed that the withdrawal was made to ecoPayz earlier.

thank you for your help.

出金が完了しました。

出金完了の連絡がなかったため気づくのが遅れましたが、先程ecoPayzに出金されていることを確認しました。

ご協力ありがとうございました。

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for 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.