Bankonbet Casino - Player's account verification is delayed.

Hello, the casino promotes property verification through MiFinity. I uploaded the document on Monday and since then nothing has happened, and my account is not being verified. The live chat keeps telling me to upload the proof even though I already did that.

Dear Ringo1488, 

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

Please understand that the KYC process is a crucial step in which the casino ensures that funds are sent to the rightful owner. Since online casinos don’t have the luxury of physically verifying players’ identities, KYC is the only way to complete these important checks. Licensed and reputable casinos take this process very seriously, and it may take a few working days to complete.

Could you kindly confirm whether you submitted the proof of ownership for your Mifinity account in the correct format and within the required timeframe? Does this document include all the necessary personal information for the casino to verify your account?

Additionally, could you please confirm if all your other identity documents have been successfully approved by the casino?

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, 

Veronika

I uploaded the documents that were funded and for 6 days I haven't received any feedback as to whether they are OK. All other documents were approved within 3 hours. You don't get any information in the live chat. I upload pictures that are confidential. These are the documents that I uploaded and there is no other way with MiFinity.

Hello, my account has been verified since Monday.

But now my withdrawal is not being processed.

I'm glad to hear that your account has been successfully verified.

Could you please specify what the issue with your withdrawal seems to be?

What is the current status of your withdrawal request? Did you ensure that you selected the same payment method for withdrawal as you used for deposit?

Did you accumulate your winnings with or without a bonus? What types of games did you play?

The current status is pending for 13 days. I played with bonus and 1 withdrawal of €500 was already successful. I only played slot games. Chat always says it is in the final phase.

You are welcome to invite the casino to the entertainment

Before we invite the casino representative to this complaint thread, please forward me all the communication between you and customer support regarding the delay in processing your payment to my email address at veronika.l@casino.guru. Thank you for your patience and cooperation.

Dear Ringo1488,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.