The player from Germany faced delays in account verification over a week after depositing 200€ via MiFinity and winning 2640€. The casino repeatedly rejected his submitted screenshots and claimed that his bank statement didn't show the deposit, despite it having been made through an E-Wallet. The issue was resolved as his account was successfully verified and winnings were paid out.
Bruce Bet Casino - Player's verification is delayed and winnings are at risk.
Amount: €2,640
Bruce Bet Casino
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Resolved
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Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
I have made a deposit of 200 Euro via MiFinity and won about 2640€ with a bonus. The verification is now delayed for more than a week. The casino aks for screenshots of my MiFinity Wallet and the deposit and always finds new reasons for screenshot being not accepted. In order to verify my address I had also uploaded my bank statement and their newest reason to deny the verification is that my uploaded bank account statement does not contain the deposit of 200€ (which of course cannot, since I have not deposited via my bank account, I have deposited with the E-Wallet MiFinity). I am feeling very frustrated and never had a casino that didn’t accept MiFinity screenshots like the ones I have sent here
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1 month ago
Dear blablabla,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
Could you please send me a screenshot of the deposit history from your casino profile showing the transactions you made on February 8?
Has your Mifinity statement been rejected by the casino during the KYC verification? If so, what was missing from the document?
Would you be able to send the casino a video from your Mifinity wallet that would show all your personal information as well as the proof of deposit made on February 8?
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
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1 month ago
Translation
Dear Casino Guru Team,
I can gladly send you the screenshots and the MiFinity account statements that were sent. The casino demanded that the screenshot show the deposit from February 8th, my full name and the date of the payment. All of this was visible on the last screenshot that I sent. However, they rejected it with the same reason. Every time I upload new documents/screenshots, it takes at least 48 hours for them to be processed.
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1 month ago
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If the documents are rejected again, I can of course ask if they would accept a video.
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1 month ago
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Dear Casino Guru Team,
my account was successfully verified and the winnings paid out!
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1 month ago
Dear blablabla,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
