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I have already successfully made withdrawals in the casino using Jeton. These were €500 each on August 17th, 18th, and 19th, so I have already been able to withdraw a total of €1500 .

I wanted to withdraw the remaining money with MyFinity and deposited another €20 with MyFinity, which I immediately wagered. Unfortunately, I was then unable to withdraw the remaining €2165 with MyFinity and did not receive an email from the casino saying that I had to verify myself again with the MyFinity documents.

So I tried to withdraw with Jeton again, but that didn't work either. Every time I got the error message, which you can see in this screenshot.

Then I went to the live chat, which first told me that it might be an error on Jeton's part and that I should wait a bit.

But even weeks later it didn't work. So I went back to live chat and then they suddenly said I had to verify myself. However, I couldn't do that on my account because I had no way of uploading the documents. So they sent me an email where I could contact support, who would solve my problem.

The support then wrote me the same message that the live chat had told me, that I had to verify my account. I sent them a screenshot and told them that this was not possible, but unfortunately they have not contacted me since. That is why I am here now and hope that you can help me with this matter.

Best regards

Darja K.

Ich habe in dem Casino bereits mit Jeton erfolgreich Auszahlungen getätigt. Diese waren am 17.08, 18.08, und 19.08 je 500€, also insgesamt 1500€ die ich schon auszahlen konnte.

Das restliche Geld wollte ich mit MyFinity auszahlen lassen und habe auch nochmal mit MyFinity 20€ eingezahlt welche ich sogleich umgesetzt hatte. Leider konnte ich danach die restlichen 2165€ nicht mit MyFinity auszahlen und bekam auch keine Email vom Casino, dass ich mich erneut mit den MyFinity Dokumenten verifizieren müsste.

Also habe ich versucht wieder mit Jeton auszuzahlen, doch das funktionierte auch nicht mehr. Es kam jedes Mal die Fehlermeldung, welche Sie in diesem Screenshots einsehen können.

Danach ging ich in den Livechat, der mir zuerst mitteilte, dass es sich eventuell um ein Fehler von Jeton selber handeln könne und ich etwas warten sollte.

Doch auch Wochen später ging es nicht. Also wieder Livechat und dann meinten Sie plötzlich ich müsse mich verifizieren. Allerdings konnte ich das auf meinem Account nicht machen, da ich keine Möglichkeit hatte, die Dokumente hochzuladen. Sie haben mir deswegen eine Email geschickt an welche ich mich an den Support wenden kann, welche mein Anliegen lösen würden.

Der Support hat mir dann das selbe geschrieben, was mir der Livechat mitgeteilt hatte, dass ich mich auf meinen Account verifizieren muss. Ich habe Ihnen einen Screenshot geschickt und Ihnen mitgeteilt, dass dies nicht möglich ist und sie haben sich seither aber leider nicht mehr bei mir gemeldet. Deswegen bin ich nun hier und hoffe, dass Sie mir in dieser Angelegenheit weiterhelfen können.

Mit freundlichen Grüßen

Darja K.

Dear Ninosch,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Are your withdrawal requests being canceled right away after you submit them, or does it take some time before they’re rejected?

Have you tried accessing your casino profile on a different browser or device to see if the verification tab functions properly there? Sometimes, technical issues are specific to certain devices or browsers.

Also, when was the last time you reached out to customer support about your verification status?

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

Hello and first of all thank you for your efforts.

Nothing is cancelled, you can see in the screenshot that I always get the same error message *Withdraw action is restricted by group* The payment doesn't even go out. No matter what I try to use to pay out, I always get the same error message. The chat and email support have already been informed about this and I have also sent them screenshots of it.

At some point the chat said that this was happening because I was not verified and I should upload the verification documents. I then explained to them that I could not do that because it was not possible to upload the documents on my account. You can also see this in one of the screenshots. Normally, when I have to and could verify myself, there would be the option of uploading my documents using a button and it would be described which ones are requested. Unfortunately, you cannot see any of this. As I said, I tried to explain this to the chat, so they asked me to contact support by email because they could help me. But they only wrote me the same thing as the chat, that I had to verify myself, and I also explained to them that my account had not authorized this. I have not heard anything from the casino since then.

Since this was some time ago, I've had plenty of time to try different browsers and everything else possible. Nothing worked.

In one screenshot you can see the email history and that my message from September 29, 2024 has not yet been answered.

Thank you for your understanding. I hope we can find a solution.

Kind regards

Ninosch

Hallo und erstmal danke für Ihre Bemühungen.

Es wird nichts storniert, Sie können im Screenshot sehen, dass bei mir immer die selbe Fehlermeldung erscheint *Withdraw action is restrictet by group* Die Zahlung geht gar nicht erst raus. Egal mit was ich versuche auszuzahlen, es ist immer dieselbe Fehlermeldung. Der Chat und auch der Emailsupprt wurden darüber auch schon aufgeklärt und ich habe denen ebenfalls Screenshots davon zugeschickt.

Der Chat meinte dann irgendwann, dass dies passiert, weil ich nicht verifiziert bin und ich sollte die Verifizierungsunterlagen hochladen. Ich habe denen dann erklärt, dass ich das nicht tun könnte, da es auf meinem Account nicht möglich wäre, die Unterlagen hochzuladen. Das können Sie auch in einem der Screenshot sehen. Normalerweise, wenn ich mich verifizieren muss und könnte, wäre dort die Möglichkeit, dass ich mit einem Button meine Dokumente hochladen kann und es ist beschrieben, welche davon angefordert werden. Leider sieht man davon gar nichts.. Das habe ich wie gesagt, dem Chat versucht zu erklären, also haben Sie mich aufgefordert den Support per Email zu kontaktieren, da die mir weiterhelfen können. Doch sie haben mir nur dasselbe geschrieben wie der Chat, dass ich mich verifizieren muss und ich habe auch denen erklärt, dass mein Account dass nicht freigegeben hat. Seither habe ich nichts mehr vom Casino gehört.

Da dies nun schon einige Zeit her ist, hatte ich auch genügend Zeit, verschiedene Browser zu versuchen und alles andere mögliche zu versuchen. Es hat Nichts funktioniert.

In dem einen Screenshot sehen Sie den Emailverlauf und das auf meine Nachricht vom 29.09.2024 auch bisher nicht drauf geantwortet wurde.

Danke für Ihr Verständnis. Ich hoffe wir finden eine Lösung.

Freundliche Grüße

Ninosch

Thank you very much, Ninosch, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ninosch,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Casinoly to join the conversation.

Dear Casinoly,  

Could you kindly clarify the reasons behind the player's inability to withdraw funds and the circumstances leading to their account being blocked?

Hello,

We have emailed the customer and asked to share the screenshot of the error message when attempting to upload the requested documents so we can check and help further accordingly.

Best wishes,

Casinoly Team.

Dear Ninosch,  

I hope this message finds you well. Has the casino team resolved the error/issue regarding your withdrawal?

Unfortunately not. You wrote me an email in which you suggested for the 5th or 6th time that I delete cookies and the like and change browsers. You also probably didn't read the messages or the ticket here properly because you asked me what kind of error message comes up when uploading the documents.

I then made it clear to them again that a button for uploading the documents is not even displayed. And the error message only appears when trying to pay out. I also wrote that it would be desirable if you would take the matter seriously and they replied that they would forward it to the finance team for further review and then get back to me. I received this email on November 18, 2024.

I just don't understand what's going on and why it doesn't work.

Leider nicht. Sie haben mir eine Email geschrieben, in welcher Sie mir zum 5. oder 6. Mal erneut vorschlugen, Cookies und Co zu löschen und den Browser zu wechseln. Ebenfalls haben sie die Nachrichten und auch das Ticket hier wohl nicht richtig gelesen, weil sie mich gefragt haben, was für eine Fehlermeldung beim hochladen der Dokumente kommt.

Ich habe Ihnen dann nochmals klar gemacht, dass ein Button zum hochladen der Dokumente gar nicht erst angezeigt wird. Und die Fehlermeldung nur beim Versuch auszuzahlen auftritt. Ich habe ebenfalls geschrieben, dass es wünschenswert wäre, wenn Sie die Sache nun ernst nehmen würden und sie meinten dann als Antwort darauf dass sie das zur weiteren Prüfung an das Finanzteam weiterleiten würden und sich dann wieder bei mir melden. Diese Mail bekam ich am 18.11.24

Ich versteh einfach nicht was da los ist und warum das nicht funktioniert.

Hello Ninosch,

We hope you receive this email well!

We would kindly request you to please share the following documents to help you with verification of your account.

photos of both sides of your Identity Card

proof of address document such as utility bill (water, electricity, gas) not older than 6 months and in PDF file

a selfie photo of yourself holding your Identity Card or Passport in your hand against the background of the website

transaction history of your Jeton wallet for the month of September showing all transactions

transaction history of your MiFinity wallet for the month of September showing all transactions

Ownership of your MiFinity wallet showing personal details, profile details, address and wallet number (must be 4 screenshots).

If you have any additional questions, please, do not hesitate to contact us via email support@casinoly.com or via Live Chat.

Best Wishes,

Casinoly Team

I sent you everything and hope that it works. ^^

Thank you

Ich habe Ihnen alles zugeschickt und hoffe nun, dass es funktioniert. ^^

Vielen Dank

Hello Ninosch,

We hope you receive this email well!

We would kindly want to inform you that we need your transaction history of your Jeton wallet Screenshots for the full month of September in PDF file. With unfolded transactions both sent and received in order to understand deposits and source of funds.

We are waiting for your reply. Thank you!

If you have any additional questions, please, do not hesitate to contact us via email support@casinoly.com or via Live Chat.

Best Wishes,

Casinoly Team

I don't understand what you mean by my other transactions, but fine. I will look into it and send you the documents today.

Thanks for your answer.

Ich verstehe zwar nicht, was Sie meine anderen Transaktionen angeht, aber gut. Ich werde mich darum kümmern und Ihnen die Unterlagen heute noch zukommen lassen.

Danke für Ihre Antwort.

I have now sent you the required documents.

Ich habe Ihnen die erforderlichen Dokumente nun zugesendet.

Dear Ninosch,

We would kindly request you to please share the following documents to help you with verification of your account.

We would kindly want to inform you that we need your transaction history of your Jeton wallet Screenshots from September with unfolded transactions. Which means, we should be able to see the transaction details of your Jeton wallet to whom you sent the payment or received payment from in order to understand deposits and source of funds.

We kindly suggest you to please share the required screenshot so we can help you further accordingly.

Waiting for your reply!

Best Wishes,

Casinoly Team.

Dear Casino Guru Team. I have lost all patience and nerves with the casino. I have sent them all my documents several times. Even on the Casinoly casino website, you have finally enabled me to upload my documents and I have done that too.

On December 9, I last tried to send you my documents, which you have just requested again via this complaint.

Casinoly even thanked us for the documents in a reply email.

What else should I do? It can't be that I have to send the same documents a thousand times? And then they ask for the same documents over and over again. Do they have no overview and it's chaos, or what's going on?

I ask that Casinoly finally approach the case more carefully, because I've really had enough.

Thank you

Ninosch

Sehr geehrtes Casino Guru Team. Ich hab mittlerweile keine Geduld und Nerven mehr mit dem Casino. Ich habe denen alle Unterlagen mehrmals zukommen lassen. Selbst auf der Casino Website von Casinoly haben Sie es endlich für mich freigeschaltet dass ich meine Dokumente hochladen kann und auch das habe ich getan.

Am 9.12 habe ich das letzte Mal versucht meine Dokumente zukommen zu lassen, welche Sie auch eben erneut über diese Beschwerde angefordert haben.

Casinoly hat sich sogar in einer Antwort Email, für die Unterlagen bedankt.

Was soll ich noch tun? Es kann doch nicht sein, dass ich tausend Mal die selben Dokumente zuschicken muss`? Und dann trotzdem immer und immer wieder nach den selben Dokumenten verlangt wird. Haben die keinen Überblick und Chaos, oder was ist da los?

Ich bitte darum, dass der Fall endlich mal sorgfältiger von Casinoly angegangen wird, denn ich hab langsam echt genug..

Vielen Dank

Ninosch

Dear Ninosch,

We would kindly want to clarify that we have not received the requested documents as of yet. We can see you received 500 EUR on your Mifinity account on the 18th of September 2024. We kindly ask you to provide us with an explanation and any supporting documents of where these funds originate from.

We kindly suggest you to please share the required explanation and any supporting documents of funds originate from. So we can help you further accordingly and immediately.

Waiting for your reply!

Best Wishes,

Casinoly Team.

I have been sending you everything for a long time, even though you keep saying otherwise. Do you actually read your emails?

Ich habe Ihnen schon lange alles zukommen lassen, auch wenn Sie immer wieder etwas anderes behaupten. Lesen Sie eigentlich Ihre Mails?

Hello Ninosch,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Ninosch,

Once again we inform you that we have not received the requested documents as of yet. We can see you received 500 EUR on your Mifinity account on the 18th of September 2024. We kindly ask you to provide us with an explanation and any supporting documents of where these funds originate from.

We kindly request you to please share the required explanation and any supporting documents of funds originate from. Once we receive the requested details, we can help you further accordingly and immediately.

Still waiting for your required details!

Best Wishes,

Casinoly Team.

Dear Ninosch,

Although it appeared to me that you have already provided the casino team with the requested source of funds evidence of the disputed 500 EUR in your Mifinity account, it seems the casino team has still not received it. To eliminate any uncertainty, I kindly ask you to resend the information and evidence to the casino team, ensuring to include my email, michal.k@casino.guru, in the "Cc." This will help us confirm that the documents have been properly submitted to the casino and to move on with this complaint.

So. I sent you the MiFinity bank statement with all the data. If it doesn't say where the funds come from, I probably won't be able to remember it by heart after 4 months. Because my account has exactly the same information as the data that the casino received.

But the money most likely comes from another profit.

I can't say more about it.

What should I do now so that the casino receives an answer that satisfies them? Unfortunately, I can't do magic.

Kind regards

Also. Ich habe Ihnen den Kontoauszug von MiFinity mit allen Daten zugeschickt. Wenn da nicht drauf steht, woher die Mittel kommen, werde ich das wohl nach 4 Monaten kaum noch auswendig wissen. Denn bei mir selber steht ja genau das Selbe, wie die Daten, die das Casino erhalten hat.

Das Geld kommt aber höchstwahrscheinlich aus einem anderen Gewinn her.

Mehr kann ich dazu nicht sagen.

Was soll ich jetzt machen, damit das Casino eine Antwort erhält, welche sie zufrieden stellt. ich kann ja leider nicht zaubern.

Freundliche Grüße

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 Ninosch,

We would kindly suggest you to please contact Mifinity support and explain to them that you would need more information regarding the transaction you received on 18th of September 2024 in the amount of 500 EUR.

They should be able to provide you with detailed transaction information. And later, please share it with us.

Best Wishes,

Casinoly Team.

Dear Ninosch,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I can try that. I will let you know as soon as I receive a response from MiFinity.

Das kann ich gerne versuchen. Ich gebe Ihnen Bescheid, sobald ich eine Antwort von MiFinity erhalten habe.

Dear Ninosch,

Were you able to get more detailed information about the certain transaction from the MiFinity team? If yes, have you forwarded it to the Casinoly team?

I have not received a response from MiFinity yet.

Ich habe von MiFinity bisher noch keine Antwort erhalten.

Dear Ninosch,

I understand. Please reach out to them regularly for an update.

MiFinity still hasn't responded, so I'll try to contact MyFinity again.

However, I would like to know what the casino does with my other deposits.

The point of verification is that I can prove that it is me. Casinoly has already received all kinds of documents for this. So why are you making it so difficult for me and sticking your head in matters that are none of your business? How is this document supposed to prove that it is me? I would be grateful for a solution, if possible, so that I can at least understand why Casinoly is requesting these documents.

Best regards

MiFinity hat immer noch nicht geantwortet. Ich werde demnach versuchen, erneut Kontakt mit MyFinity aufzunehmen.

Allerdings würde ich schon ganz gerne erfahren, was das Casino meine anderen Einzahlungen angeht.

Es geht doch in einer Verifizierung darum, dass ich beweisen kann, dass ich es bin. Dafür hat Casinoly doch schon alle möglichen Unterlagen bekommen. Also warum, machen sie es mir so schwer und stecken ihren Kopf in Angelegenheiten hinein, die sie nichts angehen? Was soll an diesem Dokument bitte nun beweisen, dass ich es bin? Da wäre ich, wenn möglich schon gerne über eine Auflösung dankbar, damit ich zumindest verstehen kann, warum Casinoly diese Dokumente anfordert.

Liebe Grüße

Dear Ninosch,

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

5.1 : - You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc.

Hence, we would kindly suggest you to please contact Mifinity support and explain to them that you would need more information regarding the transaction you received on 18th of September 2024 in the amount of 500 EUR.

They should be able to provide you with detailed transaction information. And later, please share it with us.

We are waiting for your requested document.

Best Wishes,

Casinoly Team

In the screenshots you can see that I contacted MiFinity again because they did not respond to my first email.

Auf dem Screenshots sehen Sie, dass ich mich erneut an MiFinity gewandt habe, da diese auf meine erste Email nicht reagiert hatten.

I got a response from Mifinity. The same one I get every time. It seems like they don't even read the text properly. It's really frustrating.

MiFinity simply sent me another PDF file of the entire transaction history instead of going into more detail about the payment that I had explained to them.

I responded immediately and asked MiFinity again to tell me exactly where the payment from September 18, 2024 came from. (See email history in the screenshot)

Ich habe eine Antwort erhalten von Mifinity. Dieselbe die ich jedes Mal erhalte. Es scheint, als lesen sie den Text gar nicht erst richtig durch. Das ist echt frustrierend.

MiFinity hat mir nun einfach wieder eine PDF Datei von dem gesamten Transaktionsverlauf geschickt, anstatt näher auf die Zahlung einzugehen, die ich ihnen erläutert hatte. 

Ich habe direkt geantwortet und MiFinity nochmals darauf hingewiesen mir genauer zu sagen, woher die Zahlung vom 18.09.2024 genau stammt. (Siehe Email Verlauf im Screenshot)

Dear Ninosch,

Maybe try to rephrase your question more clearly.

"Could you kindly provide me the complete details of the transaction that occurred on September 18, 2024, for the amount of 500 EUR, including information about both the sender and the beneficiary? I need to provide this transaction details confirmation to an online casino. I'm looking forward to your prompt response."

I trust that this message will be understandable, even for those support agents who may find the previous request challenging to grasp.

Thanks i do it.

I passed on what you wrote to me. I even copied your text and sent it to MiFinitiy.

But now for the third time, MiFinity sends me the entire transaction history in response.

As if they don't read what's written in their emails properly or simply can't provide any further information about the transaction.

It's really starting to get tiring...

Please look at the email history. MiFinity replied to my last email today.

Ich habe das weitergegeben, was sie mir geschrieben haben. Ich habe sogar Ihren Text kopiert und MiFinitiy zugesendet.

Aber nun schon zum dritten Mal, schickt mir MiFinity als Antwort, den gesamten Transaktionsverlauf.

Als ob sie nicht richtig lesen würden, was in ihren Emails steht, oder einfach keine nähere Auskunft über die Transaktion geben können.

Es ist wirklich langsam anstrengend..

Sehe Sie sich bitte den Email Verlauf an. Da hat mir MiFinity heute wieder auf meine letzte Email geantwortet.

Dear Ninosch,  

I recognise that this situation is less than ideal, and I understand it’s not your fault. It seems like they might not be fully grasping the message. Please continue your efforts until you achieve the desired response.

Maybe try this:

" Please forward me the complete details of the transaction that took place on September 18, 2024, for the amount of 500 EUR. I require information regarding both the sender and the beneficiary of this transaction. This information is necessary for me to confirm the transaction details with an online casino. While I already have the transaction history statement, it lacks the essential information I need, so I would appreciate your assistance in providing the full details of this specific transaction. I look forward to your swift response."

Dear Ninosch,

Fingers crossed 🤞

Hello,

I have now done some research myself, as MiFinity has not responded and I am hoping to be able to speed things up a bit.

As I suspected, this €500 payout from 09/18/24 is a casino payout. I am 100% sure that it is SnatchCasino.

However, I have already been banned from this casino and can no longer log into my account.

This is of course really bitter, as I can no longer log in to show them the screenshot of the payout in the casino for comparison.

However, I can send you the screenshots by email. In one you can see that I am blocked at SnatchCasino and in the other you can see the information about the casino's payout.

Unfortunately, I can't copy any more screenshots here at the moment. It always loads, but the screenshot doesn't appear.

Kind regards

Ninosch

Hallo,

Ich habe nun selbständig Nachforschungen betrieben, da MiFinity sich nicht meldet und ich die Hoffnung habe, das Ganze nun etwas beschleunigen zu können.

Wie ich schon vermutet habe, handelt es sich bei dieser Auszahlung vom 18.09.24 von 500€ um eine Auszahlung eines Casinos. Ich bin mir zu 100% sicher, dass es sich hierbei um das SnatchCasino handelt.

Allerdings wurde ich in diesem Casino bereits gesperrt und kann mich nicht mehr auf meinen Account einloggen.

Das ist nun natürlich echt bitter, da ich mich nicht mehr einloggen kann, um ihnen den Screenshot der Auszahlung im Casino als Vergleich darzulegen.

Ich kann Ihnen aber gerne die Screenshots per Email zukommen lassen. In den einen sieht man, dass ich im SnatchCasino gesperrt bin und im anderen nochmals die Informationen zur Auszahlung des Casinos.

Ich kann leider aktuell keine Screenshots mehr hier rein kopieren. Es lädt immer, aber der Screenshot zeigt sich nicht.

Freundliche Grüße

Ninosch

Dear Ninosch,

Yup, this might be helpful. Please send this to the casino team and include my email, michal.k@casino.guru, in the "Cc."

To be honest, I'm in shock. I was just about to write the email for Casinoly and send you the information about the deposit on September 18, 2024, when I saw an email from Casinoly saying that my account had now been closed.

The reason is that I did not comply with the T&C 5.3. I looked up what the T&C 5.3 means and found out that the violation was that I did not send my documents for verification to the casino within the 30 day period.

However, as we all know here, this turned out to be more difficult than usual because the casino asked for additional documents that are not normally necessary for normal verification.

I don't think this is right of the casino and I don't see why all the effort I put into the verification documents was in vain.

Attached are the screenshots with the casino's terms and conditions and their email.

Ich bin ehrlich gesagt gerade geschockt. Ich wollte eben die Email für Casinoly verfassen und Ihnen die Informationen zukommen lassen, zu der Einzahlung am 18.09.24, da sehe ich eine Email vom Casino Casinoly, dass mein Account nun geschlossen wurde.

Die Begründung ist, dass ich die AGB 5.3 nicht eingehalten habe. Ich habe nachgeschaut, was die AGB 5.3 bedeutet und herausgefunden, dass es sich um den Verstoß handelt, dass ich meine Dokumente zur Verifizierung nicht innerhalb der Frist der 30 Tage, dem Casino zugesendet habe.

Wie wir aber hier alle mitbekommen haben, stellte sich das als schwerer heraus, als normal, da das Casino weitere Dokumente forderte, die normalerweise nicht nötig sind für eine normale Verifizierung.

Ich finde das nicht in Ordnung vom Casino und sehe nicht ein, dass ich die ganze Mühe mit den Dokumenten für die Verifizierung, nun umsonst gewesen war.

Anbei die Screenshots, mit den AGB des Casinos und deren Email.

I finally received an answer from MiFinity.

You can see the e-wallet’s response in the screenshot.

Ich habe endlich Antwort von MiFinity erhalten.

Die Antwort des E-Wallets können Sie im Screenshot einsehen.

Dear Ninosch,  

The recent response from the MiFinity team seems somewhat unusual. I am quite confident that they possess all the necessary information in their system; otherwise, the transaction would not have been completed. It appears that their policy may restrict them from disclosing this information. Regardless, the casino team should not hold you accountable for this matter. It seems we must work with the information available to us.

Dear Casinoly Team,  

I understand the process we've been through took much longer than expected, but I want to highlight that the delays were primarily due to your request for the player to submit certain transaction details, and to get this document, the player must wait for the MiFinity team, so the delay was not really caused by the player. Unfortunately, as it turned out, even the MiFinity team is not able to provide the precise information needed. Therefore, your recent email sent to the player seems rather unfounded.

If I recall correctly, the player has submitted all other necessary documents for verification, including the standard MiFinity wallet statement and an explanation indicating that the disputed transaction was winnings from a different casino. Therefore, I believe this should be sufficient, as there isn't anything more the player can offer. I would appreciate it if you could move forward with the KYC process and then proceed with the withdrawal.

Dear Ninosch,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavor to complete the verification as soon as possible.

Thank you for your cooperation.

Kind Regards,

Casinoly Casino Team

Thank you for your response, Casinoly Casino Team.

I remain optimistic that the verification process will reach a successful conclusion in the near future, as all the evidence the player could have gathered has been submitted to you.

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.

Hello, I'm writing because the casino sent me an email today. Here is a screenshot of the email.

Hallo, ich melde mich, da das Casino mir heute eine Email zukommen liess. Hier der Screenshot der Mail.

Now I have sent the casino another email with all the information and documents.

I hope that this matter will now be clarified.

Here you can see the screenshots of my email to Casinoly.

Nun habe ich dem Casino erneut eine Email mit allen Informationen und Dokumenten zukommen lassen.

Ich hoffe dass sich diese Angelegenheit nun klären wird.

Hier sehen sie die Screenshots zu meiner Email an Casinoly.

I really don't understand the casino anymore. Unfortunately, my patience is slowly running out.

As you can see, I have kindly sent the casino another email (this is the second one, by the way) with the necessary information, which they should have already seen in this complaint.

In response, I received this response from the casino and I really don't understand it. Again, it is not clear what they want, or it seems that they have not even responded to my documents and information in the last email.

Then they sent me this email. I realized that I got confused and accidentally gave incorrect information. I have now checked and corrected it. The casino has now received all the necessary documents.

Ich verstehe das Casino wirklich nicht mehr. Meine Geduld ist langsam leider auch am Ende.

Wie Sie sehen, habe ich dem Casino freundlicherweise nochmals eine Email zukommen lassen (im übrigen schon die zweite), mit den nötigen Informationen, die sie eigentlich auch schon in dieser Beschwerde hätten einsehen können.

Als Antwort bekam ich von dem Casino nun diese Antwort und ich verstehe sie wirklich nicht. Wieder wird nicht klar ausgedrückt was sie haben wollen, oder es scheint, sie sind auf meine Dokumente und Informationen in der letzten Email gar nicht eingegangen.

Dann haben sie mir noch diese Email geschickt. Ich habe bemerkt, dass ich durcheinander gekommen bin und ausersehen falsche Angaben mitgeteilt habe. Diese habe ich nun überprüft und korrigiert. Das Casino hat nun alle erforderlichen Dokumente erhalten.



Now I got this email in response. I have no idea what I can do now. I have submitted everything I could to the casino and they are still asking for documents that I have already submitted to them 🙁

Nun bekam ich als Antwort diese Email hier. Keine Ahnung was ich nun noch machen kann. Alles was ich konnte habe ich dem Casino eingereicht und immer noch verlangen sie nach Dokumenten, die ich Ihnen schon eingereicht habe 🙁

Dear Ninosch,

The last screenshot of the email you received from the casino team is not of the best quality; however, if I understood it correctly, you should receive your winnings. They simply require confirmation on where you would like to receive the funds. After that, your Casinoly account will be closed. Sadly, this is solely on the casino; if they decide to close your account, they have the full authority to do so.

Have you had a chance to respond to that email? If you haven't, I suggest doing so at your earliest convenience to facilitate the disbursement of your funds.

All right and thank you for your support. I just replied to the casino and sent them my payment information from MiFinity.

Alles klar und vielen Dank für Ihre Unterstützung. Ich habe dem Casino eben geantwortet und ihnen meine Zahlungsinformationen von MiFinity geschickt.

Hello, I have good news.

Casinoly has just paid out my remaining winnings and you can now finally close the case.

Thank you very much for your help🙏

Hallo, ich habe erfreuliche Neuigkeiten.

Casinoly hat soeben den noch übrigen Gewinn von mir ausbezahlt und Sie können den Fall nun endlich schließen.

Haben Sie vielen Dank für Ihre Hilfe🙏

Great news, Ninosch. I'm glad you finally received the winnings. It's heartening to know that our involvement played an important role in resolving the situation. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Centre. 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 Rate 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,

Michal

Casino Guru