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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

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

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.

Liebes Casino-Guru Team,

die Screenshots und auch die gesendeten MiFinity Kontoauszüge kann ich ihnen gerne schicken. Das Casino hat verlangt, dass auf dem Screenshot die Einzahlung vom 08. Februar, mein vollständiger Name sowie das Datum der Eknzahlung genau zu sehen ist. Auf dem letzten Screenshot welchen ich geschickt habe war dies alles zu sehen. Allerdings haben sie es mit derselben Begründung abgelehnt. Jedes Mal wenn ich neue Dokumnte/ Screenshots hochladen dauert es mindestens 48 Stunden bis diese bearbeitet sind.

If the documents are rejected again, I can of course ask if they would accept a video.

Wenn die Dokumente wieder abgelehnt werden, kann ich fragen natürlich fragen ob sie ein Video akzeptieren würden.

Dear Casino Guru Team,

my account was successfully verified and the winnings paid out!

Liebes Casino Guru Team,

mein Konto wurde erfolgreich verifiziert und die Gewinne ausgezahlt!

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