Wheelz Casino - Pelaajan kotiutus viivästyy vahvistusongelmien vuoksi.

I played at Wheelz Casino in october 2025. I won a lot of money. The verification process is still not over. I have sent everything that they asked for from me. Now we are stuck because they keep asking for my mifinity statement which i have already sent them. Wheelz was operated by rootz when i won. I am having a lot of struggle now getting my money. They keep asking for the same statement that i am sending them. Please help me

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Hello,

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

• Why has the casino repeatedly asked you to submit your Mifinity statement? What reasons for rejection have they provided?
• Have you ensured that the statement was sent in the correct format, covering the requested time period, and showing the transactions made into the casino?
• When was the last time you sent a Mifinity statement to the casino for verification?
• Have all your other documents been approved by the casino?

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

Is it possible for me to just send you my emails with them so you can see for yourself?

I do not know why they rejected it, to my knowledge i gave them what they were asking me for.

Yes it was correct everything

Today, they asked for my last 90 days to complete my verification so i hope they are being genuine. I have not used mifinity in the last 90 days and the statement shows this.

My other documents have been approved to my knowledge.

Do your Mifinity statements contain information about the deposits you made into this casino?

When was the last time you used Mifinity to deposit money into your account?

Please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Thank you for your cooperation.

I have forwarded my communications with them after they changed owners or what you would call it. The last time i used mifinity is when i played there also my first deposit. My mifinity statements show my deposit to the casino yes. I have also sent screenshots.

Dear melisszeq

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear melisszeq,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Wheelz Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Wheelz Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear melisszeq & Casino Guru team,

We requested additional KYC to be able to further review the account and that this was shared with the player on 27th January 2026. In this email sent to the player we have requested to see the official 90-day-statement for their Mifinity account between July 7, 2025 and October 7, 2025 but so far have not received the requested document.

Kindly let us know if you would need any additional information from our side.

Best regards,

Wheelz Casino

You have recieved it, i have sent it to you it says what dates the statement cover. You are mistaken.

In case i am mistaken and sent something wrong i will send it to you now aswell as to Samuel.

Hello everyone,

thank you, Wheelz Casino, for the clarification.

melisszeq, just to clarify from my side as well – I have received an attachment where the statement only covers October, not the full 90-day period from July 7, 2025 to October 7, 2025. To avoid any further confusion, please resend the correct statement covering the full requested period to the casino and feel free to copy me as well.

Once this is done, the casino should be able to proceed with the review.

Hi the statement does cover from July 7, 2025 to October 7, 2025. I just did not use mifinity before the transactions that are visible. I have sent a mail to mifinity so they can confirm this.

Hello everyone,

thank you for the clarification, melisszeq.

That makes sense. If the Mifinity account was not used before the visible transactions, the statement can still correctly cover the full requested period even if earlier entries are empty. Waiting for Mifinity’s confirmation is therefore a reasonable next step.

Wheelz Casino, once the confirmation from Mifinity is provided, please review it accordingly and let us know whether it satisfies the KYC requirement so the verification can proceed.

I’ll stay on this case and await the update.

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 melisszeq & Casino Guru team,

Once we receive the confirmation from Mifinity, we will review it accordingly and let you know as soon as we have new information to share.

Best regards,

Wheelz Casino

Hello everyone,

Thank you, Wheelz Casino, for the update. I’ll wait for your confirmation once you have new information.

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 melisszeq & Casino Guru team,

We would still need proof of the 175 EUR deposit made to the Mifinity account with the player's name visible. Unfortunately the documents provided so far are not sufficient to proceed further with the verification.

Best regards,

Wheelz Casino

Hello everyone,

thank you Wheelz Casino for the update and for clarifying the remaining verification requirement.

melisszeq, Wheelz Casino still needs proof of the €175 deposit made to your Mifinity account showing your name clearly. Once you provide this document, the casino should be able to proceed with the verification and continue processing your withdrawal.

I have sent documents the documents supporting my deposit to Mifinity, but i used my self custody wallet so my name is not on it.

Hello everyone,

melisszeq, thanks for your update. Wheelz Casino, could you please confirm if the documents provided by the player, even without the name on the self-custody wallet, are sufficient to proceed with the verification and continue processing the withdrawal?

Thank you both for your cooperation.

Dear melisszeq & Casino Guru team,

As per our regulations the document must show the account holder's name for it to be accepted as part of the KYC process. Unfortunately we are unable to proceed with the verification until we have received the required document.

Best regards,

Wheelz Casino

Hello everyone,

melisszeq, thank you for your update. I understand that you used a self-custody wallet for your deposit, which means the wallet is under your control but your name does not appear on the transaction documents. This explains why Wheelz Casino is requesting a document showing the account holder’s name.

Wheelz Casino, could you please confirm whether the verification must absolutely include a document with the player’s name, or if there is a way to accept the self-custody wallet documentation to continue processing the withdrawal?

melisszeq, if Wheelz Casino cannot accept the self-custody wallet documents, this would unfortunately prevent the verification from being completed and the withdrawal from being processed. Once we have clarification from the casino, we’ll be able to advise you on any possible next steps to resolve the situation.

Dear melisszeq & Casino Guru team,

As mentioned before, the document must show the account holder's name for it to be accepted as part of the KYC process. Unfortunately we are unable to proceed with the verification until we have received the required document.

Best regards,

Wheelz Casino

Hello everyone,

thank you Wheelz Casino for your clarification regarding the required documentation.

melisszeq, please follow the instructions provided by the casino to ensure your verification can be completed and the withdrawal processed.