MilkyWay Casino - Player struggles with KYC verification due to technical problems.

I tried to perform KYC verification at this casino,

The site was unable to submit the documents due to a technical glitch,

even if I attached the file directly via email,

The casino's email server is malfunctioning, making the exchange almost impossible,

KYC cannot be performed.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MilkyWay Casino.

I tried to send an email to the casino's email at support@milkyway.casino as well, but it also couldn't be delivered.

Please allow me to ask you a few questions, so I can better understand the situation. 

Have you tried to contact the casino's live chat support? Have they offered any recommendations on how to submit the documents required for KYC verification?

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

Best regards,

Tomas

When we contacted the live chat, we were also told to communicate via email.

It seems that the person in charge of live chat and the person in charge of e-mail are in different departments, and it is difficult to communicate with them through live chat.

KYC documents were initially submitted on the site, but there was a problem with the submitted documents disappearing when the page was refreshed.

So I consulted the live chat and was referred to an email address.

However, as you know, there is a problem with the casino's mail server there as well, and the delivery is not possible at a high rate.

Thank you very much, andandjonnyx, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you andandjonnyx for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MilkyWay Casino for their help in resolving this complaint. We would like to ask if you could help the player with the verification process.

Thank you!

Dear andandjonnyx,

Can you send us KYC documents one more time to support@milkyway.casino ?

Please, send us photos of each document, but not the screenshoot (We received only one screenshot from you). We do not accept those ones.

If you have any additional questions - let us know reaching out our support team (support@milkyway.casino).

Best regards,

MilkyWay Casino

You seem to be making a silly mistake,

I have sent you a

'The image proves that I have already sent you the KYC documents'.

And I sent the KYC documents again,

but it still came back saying that your mail server was out of order.

I have never had this error with any other partner.

Furthermore, I see that Tomas is having the same error with sending emails as well.

I've uploaded documents to the site and they disappear,

How are the servers of this casino managed?

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 andandjonnyx,

We have fixed the image downloading and we will be pleased if you try one more time sending us KYC documents to support@milkyway.casino ?

Best regards,

MilkyWay Casino

That's enough.

It is not the downloading of images that is the problem in the first place,

It's the ability to receive your email.

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 andandjonnyx,

as you can't send us an email and we are not able to receive it - please upload all your files one more time. We are waiting for it. All the technical issues were fixed and everything works perfectly now.

Best regards,

MilkyWay Casino

Documents sent.

andandjonnyx,

We kindly ask you upload all your documents here: https://milkyway.casino/account/verification

enough to enough to enough to enough to enough to enough to enough

Dear Peter and andandjonnyx,

I am informing you that after some difficulties we finally received the KYC documents and the player passed the verification.

Winnings were succesfully sent to the player.

Thank you for your patience.

Best regards,

MilkyWay Casino

withdrawl confirmed.

Thank you for your cooperation.

Dear andandjonnyx,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter