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Hello, they have requested dicuments. I uploaded bank statement, seifie with passport in my hand and they where accepted. Problems are with mifinity ewallet vertification, i have uploaded about 12 photos, but they keep rejecting them with all kind of reasons, what can I do?

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Dear Stvil,

Thank you very much for submitting your complaint. I’m sorry to hear that you are struggling with the verification process, especially regarding the MiFinity e-wallet.

To understand the situation better and to help you as effectively as possible, could you please clarify the following:

• What specific reason does the casino give each time your MiFinity verification photo is rejected?
• Are the details on your MiFinity account (name, address, etc.) exactly the same as the details on your casino account and your documents?

If you have screenshots showing the rejection messages or any communication with the casino regarding this issue, please upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you for you reply. They are asking this:

1) A photo or screenshot of the transaction on 22.12.2025 for the amount of 29.36 EUR, which you completed using mifinity_wallet. Your payment details, the transaction amount, name and the date and time must be visible

Everytime i upload photo they find a reason to reject it. All requested information are in uploads. You can clearly see amount of 29.36euro in screenshots. I tried different tabs in mifinity app to find requested information, but they reject it. I have no more options of taking different screenshot from mifinity, i even wrote a message to mifinity suppot.

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

Dear Stvil,

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,

Petronela