CasinoFriday - Player's withdrawal is delayed due to verification issues.

Hello. Casino Friday refuses to verify my account and release my withdrawal. I submitted proof of id, proof of address, selfie with my id and they all have been accepted. The problem is with the payment method verification. I used Mifinity e-wallet for the deposit on the site. I sent all the possible screenshots from my Mifinity with my name, e-wallet number, email address and deposit to the casino visible. Casino Friday rejected all of them and said they needed proof of ownership and statement with transactions for the last 3 months in PDF format. When I tried to explain that Mifinity is not a bank but an e-wallet and there's no option to download any pdf documents there they told me to contact their support. So I did. I sent an email to Mifinity asking for the documents, they sent me transactions history for more than 3 months but there's only my wallet number and no name. When I asked them to include my name and also send me a proof of ownership document they told me they don't provide such documents and that I can take the screenshots from the account. So, I sent the transactions history and all other screenshots to Casino Friday again and explained Mifinity doesn't provide the rest of the documents they want but they keep demanding them. I did everything I could on my side and I consider it extremely unfair. The screenshots from the site contain all the information they need plus there's a pdf transaction's history for the last 3 months with my unique e-wallet number. I'm enclosing all the screenshots and pdf I sent them together with the email from Mifinity support. I'm sick and tired of the attitude of this casino and really hope you can help.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CasinoFriday.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful payouts from the casino in the past?
• Did you achieve your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello. This is my first experience with casino friday. I have not received any payments from them before. My winnings are from my real cash balance. I will forward the communication to the email you provided.

Dear luckyplayer82

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello luckyplayer82,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear CasinoFriday,

Could you possibly provide additional information regarding the issue and clarify the situation?

Since luckyplayer82 have supplied every document MiFinity is capable of providing, I kindly request that you offer an alternative verification method, since the player cannot provide documents that are unavailable from the payment provider.

Thank you in advance.

Respectfully,

Lucia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear player,

I am communicating with the casino outside of this thread. I will notify you, when I receive any updates.

Thank you for your patience.

Dear player,

Please be advised that verification was completed on 3rd December, and the withdrawal was paid in full on the morning of 4th December.

We apologize for any inconvenience caused and hope this opens for a satisfied experience.

Dear luckyplayer82,

can you please give us an update? Have you received your withdrawals?

Hi. Yes, I received my withdrawal. Thank you so much for your help.

Dear luckyplayer82,

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, 

Lucia S 

Casino.Guru