All Jackpots Casino - Two months of delayed verification and issues

UNRESOLVED
mark kohner Thailand
posted on October 26, 2016.

I have cashed out of their casino on October 8th, it is now about three weeks later and they have been sending me the same auto-denial responses. I have sent in the documents multiple times, both in the software and to the emails, and even got a response back confirming it, for the second time.


On 10/19/2016 11:18 AM, Support (Gaminghelp.eu) wrote:
>
>
> Hi Mark,
>
> Thank you for contacting Casino Support.
>
> You are receiving this email with regards to your Password query.
>
>
> We have received documents from you.
>
>
> For security reasons, i ask that you confirm the following for me:
> Full name,
> Email address,
> Physical address,
> Contact number as well as your Date of Birth.
>
> Once we have this, we can reset the password for you.
>
> Please contact us again, should you have any further queries.
>
> Kind regards
>
> Herbert
>
> We promote responsible gaming.
>
> Support Hours
> 24 Hours a Day, 7 Days a Week
>
> Casino Support
>
> Live Chat
>
> Click here to contact live chat
>
> Email:
> [email protected]
>
> You have received this email because you have requested assistance from customer support at one of the following casinos:
> All Slots ; All Jackpots ; Wild Jack or First Web Casinos.

I have just got another auto denial message saying they do not have my documents yet I think this is the sixth or seventh time. It is frustrating and a large waste of time. I did not expect any issues like this, and do not know what to do, as I keep getting sent in circles.

I have sent in the documents multiple times, what more needs to be done?

On 10/27/2016 2:05 AM, All Jackpots wrote:
> All Jackpots
> An important message from All Jackpots
> Regarding your recent withdrawal
> View online
> Hi Mark,
>
> Since we still have not received all of your required verification documents, we have reversed your recent withdrawal back to your gaming account. As soon as we receive and approve your documentation, you may request another withdrawal and I assure you that it will be processed without delay.
>
> Please contact us if you have any questions.
>
> Best Regards,
>
> Charlie Burton
> Charlie Burton
> General Manager
> All Jackpots

AskGamblers
posted on October 28, 2016.

Dear @cheesekraft,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thank you for your cooperation.

mark kohner Thailand
posted on October 28, 2016.

$1500.30 cash out amount thank you

posted on October 30, 2016.

Hi Mark,

According to our records, it was requested that you send a copy of your photo ID. This is simply a security procedure in the withdrawal process. However, I am unable to confirm if you have sent this through.

If you have, please provide the date you sent in the document and I will look in to this further for you. 


Thank you,
Levi Hogan
Communications Manager.

mark kohner Thailand
posted on October 30, 2016.

I was requested to send in many documents and I sent them multiple times. Please inform me where I must send them, and how they can be received when I do so? The first time I am seeing that I sent the documents was on 10/12/16 in response to the email from Charlie Burton. I am fine to send in the documents again if you need still more of them but please let me know in a prompt manner, this has been an excessively long delay in my opinion.

posted on October 30, 2016.

Hi Mark,

You may simply contact support and request from them in detail the documents you are still required to send to them.
They will be more than happy to assist you in this process.

Once this process has been completed your withdrawal process will become much smoother in the future.



Thank you,
Levi Hogan
Communications Manager.

mark kohner Thailand
posted on October 30, 2016.

they told me I have sent in everything except the ID card, I did send that in but perhaps it got lost somehow. Anyways I have sent in a different ID card in case the first one was not acceptable and hope that it clears soon, I appreciate the fast replies and instant support from chat, I will be satisfied with everything if this is resolved shortly.

posted on November 2, 2016.

Hi Mark,

I am following your account and do not see that you have sent the photo ID to date.

Thanks for sending this as soon as possible.

Thank you,
Levi Hogan
Communications Manager.

mark kohner Thailand
posted on November 2, 2016.

I have sent it in many times including a few days ago, please tell me how I can get the documents to you? perhaps you are having email server problems? Please check your emails, 10/30/16 is the most recent upload. Perhaps you are blocking my email server? Should I send with another email?

posted on November 2, 2016.

Hi Mark,

May I ask what email address you are sending to and also documents may be emailed to [email protected] as a .jpg, .tiff or .pdf file. Please make sure the file is clear, shows all four corners of the document, and that the email is no larger than 2 MB.

Thank you,
Thank you,
Levi H
Communications Manager.

mark kohner Thailand
posted on November 2, 2016.

this is a different email than I have received the previous 5 times or so I have sent them (and uploaded on the software) so that is a good sign I will send within the hour.

posted on November 2, 2016.

Hi Mark,

May I ask what email address you are sending to and also documents may be emailed to [email protected] as a .jpg, .tiff or .pdf file. Please make sure the file is clear, shows all four corners of the document, and that the email is no larger than 2 MB.

Thank you,
Levi H
Communications Manager.

posted on November 2, 2016.

Hi Mark,

Great! you may use either one listed.


Thank you,
Levi H
Communications Manager.

mark kohner Thailand
posted on November 2, 2016.

I have been sending to [email protected] as directed by the live chat but I have just sent to [email protected] right now as well.

posted on November 2, 2016.

Hi Mark,

May I ask you to also forward this to [email protected] . If there is a email issue this should let us know.

Thanks
Levi H
Communications Manager.

mark kohner Thailand
posted on November 5, 2016.

I have sent in the documents to all four of the email addresses (the first to [email protected] / support) multiple times, and to b oth of those emails ([email protected] / alljackpots) I hope this is enough to get the documents where they need to be for verification. Its still not paid yet and I have sent it in on the 2nd the most recent time. Its quite a difficult process overall but hopefully it will work out in the end.

mark kohner Thailand
posted on November 6, 2016.

they have asked me for visa documentation ontop of the normal verification of address and documents, a bit invasive (never been asked for this before!). Anyways I have already sent it to them including all relevant stamps in clear photos to two of the emails ([email protected] / [email protected]) as requested in the email. Hope this is enough to end the large struggle of getting verified with this casino.