The player from Germany had encountered difficulties during the verification process at the online casino as the casino needed to verify a March deposit not visible in the Mifinity account's transaction history. Despite having provided a complete transaction history and a wallet screenshot, the casino had rejected the evidence due to the absence of the player's name. The player later confirmed that his account had been verified after submitting a selfie with an ID and a paper bearing the casino's name. However, he was then awaiting payout. We had kept the complaint open until the successful withdrawal confirmation, but due to a lack of response from the player, we had to reject the complaint.
ZotaBet Casino - Player struggles with deposit verification.
Amount: €1,500
ZotaBet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Good Day,
Unfortunately, the casino is being difficult about the verification process. My problem is that the casino wants to verify a deposit that was made back in March. The issue however, is that I can't look back that far in my transactions on my Mifinity account. For this reason, I had Mifinity send me a complete transaction history that does indeed show the payment in question. The only downside is, my name doesn't appear in this list, only my wallet number. In an attempt to match this with my wallet and show my name, I took a screenshot of my wallet. Unfortunately, they aren't accepting this, and so I'm unable prove that I made the deposit. Please help me resolve this matter. Thank you in advance.
Automatic translation:
Public
Public
1 year ago
Dear Cheesus420,
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 take KYC lightly, but I understand your frustration about the process.
Do I understand correctly that verifying the deposit seems to be the only obstacle standing between you and successful verification? Have you provided any other documents to verify your identity?
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,
Kristina
Public
Public
1 year ago
Translation
I have submitted everything that is required.
Account is now verified after I submitted a selfi with ID and a piece of paper with the name of the casino. Now I'm waiting for the payout. Let's see how long this lasts.
Automatic translation:
Public
Public
1 year ago
Thank you very much for the update, Cheesus420. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
