The player from Germany has trouble verifying his account with the casino. Despite providing all requested documents in multiple formats, they all have been rejected multiple times for various reasons. The player later confirmed that the issue was resolved.
BitKingz Casino - Player faces verification difficulties.
Amount: €52
BitKingz Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
Hello, first I live in Germany.
The casino basically refuses my proof of my deposit with Mifinity. So no way to verify me. First I uploaded a screenshot which I then exported from Office to a PDF document. Was declined. Then I took photos (screenshot printed out). Rejected. Then chatted and it was claimed the first document (PDF)
be illegible and ask me to upload a new PDF file. New PDF file created, this time not exported but scanned. Rejected again, reason this time not all details such as address (personal details) were available. Ultimately, the following documents were uploaded from my Mifinity account as PDF: Profile details, personal data, addresses, detailed transaction details, home page of my Mifinity account with my wallet no.. Was rejected this time with the reason: PDF file not permitted. I'M SPEECHLESS ! There are three options in the upload verification process: PDF file, jpg or png. It is therefore not possible to verify yourself. Oshi Casino accepted the same documents after five minutes, the same documents!!! I still have all emails and chat as proof.
Automatic translation:
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9 months ago
Dear mws1,
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.
Do I understand correctly that verifying the Mifinity wallet seems to be the only obstacle standing between you and successful verification? Has the casino requested any other documents and have they already been verified?
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,
Kristina
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9 months ago
Translation
Hello Kristina, the problem is actually only my Mifinity account. All other documents in jpg format (identity card) and PDF file (telephone bill) were accepted. PDF, jpg and png are available for upload. First, from my Mifinity account, I did the transaction, the home page with my eWallet no. and sent the profile details (as usual in other casinos). The screenshots have been exported to PDF. Was rejected on the grounds that screenshots exported to PDF are not recognized. Then photos of the printed ones
sent screenshots. Rejected with the reason: printed screenshots are not accepted. Then in the chat, it was claimed that the exported PDF file was illegible and that I should send a new PDF file. This time I printed out the screenshots and scanned them as a PDF file. Was rejected with the reason: The personal data and my address from my Mifinity account are missing. All documents submitted as PDF files, previously scanned and not exported. Was then rejected with the reason: PDF files are not recognized. Honestly, I'm at a loss!!!
greeting
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9 months ago
Thank you very much for your reply, mws1. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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9 months ago
Translation
Hello Kristina, my problem is solved. Always play mobile, by chance I found the screenshots on the PC, the verification was successful with these png files. It's a pity that you don't get any support from the casino. Of course I will delete my negative review. greeting
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9 months ago
Dear mws1,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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