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Hello. I can't take this anymore. The casino is not checking & not responding to my documents for verification on purpose. I have sent all the documents required. The casino takes weeks to a month and does not proceed with verification unless I complain. I have contacted the casino for 8 times and they still "don't have any updates from dedicated team"

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Attila

1. I have provided: Mifinity statement in March, CIBC statement in April, and CIBC statement again in June.

2. I sent the last one on: around 4th of June. CIBC statement confirming I have funded my Mifinity account from my CIBC account.

3. I have provided everything the same day it was requested or a few days after. Everything was provided in the correct format

The casino is not interested in paying me my winnings. They do not communicate with me unless I'm bombarding them with emails and contact them daily. In the absence of this spam, they will just ignore my situation and never reach in hope I'll forget they owe me money.

This case is not being resolved on purpose, I ask you to help me get the casino to finally respond to my verification request. Again, I do not believe they are interested in paying me and are just wasting my time.

Hello, the casino paid the money after 3 months of verification process. They were never so quick. I guess creating complaints everywhere in the web helps!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear SlotboxWinnerRudd,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila