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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.

Guten Tag,

Leider stellt sich das Casino quer bei der Verifizierung. Mein Problem ist, dass das Casino eine Einzahlung verifiziert haben möchte die bereits im März war. Nun kann ich aber auf meinem Mifinity Konto nicht soweit zurück in den Transaktionen. Daher habe ich mir von mifinity eine komplette Aufstellung der Transaktionen schicken lassen auf dem die geforderte Auszahlung zu sehen ist. Einziger Nachteil, auf dieser Liste ist mein Name nicht zulesen sondern nur meine Wallet Nummer. Um diese mit meinem Wallet abzugleichen und meinen Namen zusehen habe ich einen Screenshot meines Wallets gemacht. Leider wird das nicht akzeptiert somit habe ich nicht die Möglichkeit meine Einzahlung nachzuweisen. Bitte helfen Sie mir diesen Sachverhalt zuklären. Danke im Vorraus

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

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.

Habe alles vorgelegt was gefordert ist.

Konto ist jetzt verifiziert nachdem ich ein Selfi mit Ausweis und Zettel mit Name des Casions eingereicht habe. Nun warte ich auf die Auszahlung. Mal schauen wie lange das nun dauert.

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.

Dear Cheesus420,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.