A player from Rhineland-Palatinate earned winnings, which he attempted to withdraw through his Mifinity Ewallet, but was rejected by the casino. The casino insists for a Mastercard or Visa card and keeps rejecting player’s documents despite correct uploads. The complaint was resolved as the player received his money from the casino.
Doggo Casino - Player faces withdrawal rejections and document issues.
Amount: €2,699
Doggo Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.6
Doggo Casino has a Safety Index of 6.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Sensitive attachment
Sensitive attachment
1 year ago
Translation
Hey everyone,
I made a deposit in this casino of 48€ and also got a 48€ bonus. The bonus was non-sticky. When I'd earned 500€, I cancelled the 48€ bonus and had 500€ in raw cash.
I bought the game San Quentin for 400€ and won 3000€.
Now, to my problem, my Mifinity Ewallet, which I also deposited with, is being rejected in my final verification attempt.
This site is demanding a
Mastercard or Visa card, despite the fact that I deposited with Mifinity. And, it was also selected as my withdrawal method.My documents are being rejected even though I've uploaded them correctly.
I kindly request the help of casinoguru to get my money back. Attached are screenshots.
Thank you
Automatic translation:
Public
Public
1 year ago
Hello SweedMusic,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Doggo Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is the verification ongoing? When was the last time you spoke to the casino and what was it about? Did they explain the reason of rejecting your document? Did they ask for a specific card to be verified, if yes, where did they get the information of it?
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Translation
The point was that I couldn't verify myself under their verification process, just now the chat told me that they have all the required documents & I should wait until I'm verified. Can we please drop this complaint? Until I get my money
the review has been running for 3 days with just the verification.
Thanks 
Automatic translation:
Sensitive attachment
Sensitive attachment
1 year ago
Translation
I'm starting to feel really fooled by the site, they tell me every day to wait. Now you need my mifinity document for the verification, all of a sudden all the documents are there.
I rather have the feeling that they write me every day that I should wait.
Attached are screenshots of this
please urgently help casinoguru.
Automatic translation:
Public
Public
1 year ago
Translation
Support Operations - Roberta
July 31, 2023 at 09:57
Hello Julian,
We are contacting you from DoggoCasino Complaint Team.
We understand your frustration and apologize for any inconvenience caused.
We have initiated an investigation into your issue and are working diligently to provide further clarification.
On July 29th, you submitted a withdrawal request, and as part of our standard procedure, we typically take up to 24 hours to review and investigate such requests.
Once the investigation was completed, we proceeded to provide you with verification guidelines, which are usually reviewed within 24 hours.
However, we acknowledge that it is now the third day since we began reviewing the documentation.
Please know that we always strive to expedite the process as much as possible.
We value your feedback and want to assure you that we are doing everything we can to address your concerns promptly. We will continue to keep you updated and reach out with additional details as soon as we have them. Thank you for your understanding and patience during this process.
We invite you to check our site for further information through the following link; DoggoCasino
Should you have any further questions, do reach out we are happy to help via LiveChat or email!
Best regards,
Support Operations - Roberta
Doggo Casino Support Team
This was just sent to me by email, as I said, I uploaded all the documents correctly.
it seems to me that you rather have the hope that i will cancel my payout of 2699€ & gamble away everything that i wouldn't do..
It seems to me that if I don't get in touch with you like the last 2 times I would never get my money..
I thank you casino guru team again and again for helping me to get my payouts in the end, I alone as a player am unfortunately always put off with larger payouts
thank you in advance..
Automatic translation:
Public
Public
1 year ago
Translation
Hello Julian,
We are contacting you from DoggoCasino Support Team.
Our team checked in with the payment provider. Unfortunately it was not processed yet. There can be small delays with the withdrawal.
Apologies for the inconvenience. We will keep you up to date.
Should you have any further questions, do reach out we are happy to help via LiveChat or email!
Best regards,
Dennis
Doggo Casino Support Team
I urgently ask for help, I paid out with mifinity on August 27th, this was canceled
on 31.07 they told me that the money had been transferred to my account, the money has not been in my player account since 31.07 & now this message up there.
I'm just mad now they say they haven't edited it yet. My €2600 are gone from my player account and I'm waiting a total of more than 9 days the same excuse every day..
I urgently ask for help
Automatic translation:
Public
Public
1 year ago
Translation
I have the feeling that they just deleted my money from my player account and say they paid it to my bank but nothing has come yet & now I should wait even though they said a maximum of 5 days
Automatic translation:
Public
Public
1 year ago
Dennis (DoggoCasino)
Aug 4, 2023, 11:34 GMT+1
Hello Julian,
We are contacting you from DoggoCasino Support Team.
Our team checked in with the payment provider. Unfortunately it was not processed yet. There can be small delays with the withdrawal.
Apologies for the inconvenience. We will keep you up to date.
Should you have any further questions, do reach out we are happy to help via LiveChat or email!
Best regards,
Dennis
Doggo Casino Support Team
mir fehlen so langsam die worte, bitte dringend um hilfe
Public
Public
1 year ago
Translation
Still no money received in my bank.. Urgent help please
Automatic translation:
Public
Public
1 year ago
Hello SweedMusic,
We always recommend to wait for the verification and the payout 14 days. As the verification is pending less than 2 weeks, I can only recommend to wait.
Please let us know once it would take longer.
Public
Public
1 year ago
Hello SweedMusic,
We always recommend to wait for the verification and the payout 14 days. As the verification is pending less than 2 weeks, I can only recommend to wait.
Please let us know once it would take longer.
Public
Public
1 year ago
Dear SweedMusic,
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,
Casino.Guru
