Miki Casino - Player's withdrawal is delayed due to document issues.

When I attempted to withdraw funds, I was asked to verify my identity, so I submitted my driver's license, a selfie with the ID, and a proof of residence document.

I submitted all three of these documents, but my proof of residence document was not accepted according to the terms and conditions (see below).

(Accepted: Resident card, utility bill, bank statement, credit card statement, health insurance payment slip)

(Not accepted: mobile phone, landline and internet payment receipts, and various tax documents)

Unfortunately, I submitted a tax document, which is considered not acceptable. The casino then asked me to provide a document showing that taxes have been paid. I contacted support, explaining that paying taxes should not be relevant to the casino. However, they insisted that my identity couldn’t be verified without a tax-paid document. I then offered to submit an accepted credit card statement instead. This request was denied, and I was told that without a tax-paid document, my identity could not be verified based on their terms and conditions.

I believe this is an unfair practice aimed at preventing withdrawals.

Dear tyunmaru,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with verifying your identity and withdrawing your funds.

To help us better understand your situation and move forward, could you please clarify a few details:

• Could you provide the exact communication or responses you received from the casino when they requested a tax-paid document?
• Have you tried submitting any of the acceptable documents listed in their terms and conditions, such as a utility bill, bank statement, or credit card statement, after they rejected the tax document?
• Can you confirm if the casino provided a specific reason for refusing your credit card statement as an alternative form of verification?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication or documents, please feel free to forward them to petronela.k@casino.guru.

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,

Petronela

We have sent the details to the email address listed, so please check it.

Thank you very much, tyunmaru, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

The casino completed the withdrawal process, so the problem was solved.

Dear tyunmaru,

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, 

Peter