Felix Spin Casino - Тегленето на играча се забави поради проверка на MiFinity.

Hi,

This casino is really frustrating me. They requested additional documents for the verification of my account, specifically a bank statement from my MiFinity and proof of deposit made through MiFinity. I requested a transaction list from MiFinity and sent that document to the casino multiple times, including through their live chat support. I also provided a detailed explanation of why I cannot obtain a statement showing my IBAN, my name, and all the other information they requested, as MiFinity does not provide that type of statement.

I even told them to check directly with MiFinity if they don’t believe me, but they continue to repeatedly ask for the same documents I simply cannot provide.

I am sick of this, and at this point, I am done communicating and being patient with them. I have taken all relevant screenshots from my MiFinity account and done everything I possibly can to verify my account, but they just won’t proceed.

Please help me verify my account and get my money out so I can be done with them.

Thank you.

Dear anderseikenes52,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're facing. To better understand your situation, I’d like to ask a few questions:

• Has the casino explained why your MiFinity statement was not approved for KYC verification?
• Which payment method did you use to top up your MiFinity account? Have you been asked to provide documents proving ownership of this payment method?
• Has the casino suggested any alternative methods for verifying your MiFinity account, such as submitting a video where all necessary information is visible?
• Have all your other documents been approved and verified?

I hope we can assist you in resolving this issue as soon as possible. Thank you in advance for your response.

Best regards,

Veronika

Hi, yes, they mentioned that the statement should include my personal details, such as my full name and IBAN. But since mifinity doesn't provide statements with those details, as they confirmed it in the email, I am unable to get verified. They requested a proof of deposit and a bank statement with a detailed transaction history from my mifinity account. Along with the PDF statement, I sent them screenshots from my mifinity account, including a screenshot of the deposit, but they refused to accept anything. And all my other documents have been verified.

I just don't understand how they don't know this, considering they list mifinity as a payment method on their site. And surely, I’m not the only one using it! They didn’t offer any resolution, they just keep repeating that I can't get verified without the required document. Every time I explain in their live chat that I can't obtain a statement showing my personal details, they say they will forward the information to the relevant department, but then they just ask me for the same document again. This has been going on for almost two months now.

Thank you for your response. Please forward me all the communication between you and the casino regarding the verification of your MiFinity account along with all the other evidence that could be important to the investigation of your case at veronika.f@casino.guru. Kindly include the documents you have provided to the casino to verify your MiFinity account as well.

Dear anderseikenes52,

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.

Hi, sorry for the late response. I’ve just sent all the documents I used for verifying my MiFinity account, along with my communication with the casino, to the email you provided.

Thank you very much, anderseikenes52, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.