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Hello, I was supposed to upload documents from my MiFinity. I did that, but now they've been deleted. And I'm supposed to upload them again. And the chat doesn't help.

Hallo ich sollte von mein MiFinity Dokumente hochladen. Das habe ich gemacht aber jetzt würde die entfernt. Und ich soll das wieder hochladen. Und die im Chat helfen nicht weiter

Dear Meli2304,

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 can complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

But they're asking for documents that don't even say what they're about. And chat can't help me.

Nur werden dokumente gefordert wo nicht mal da steht um welches es sich handelt. Und Chat kann mir nicht weiterhelfen

Otherwise everything would be approved except the one above because I don't know which one it is

Sonst würde alles genehmigt außer das oben ausgeführte weil ich nicht weis welches es ist

Thanks for your reply and patience.

• Have you asked the casino which documents they require for verification?
• What is the date range the casino needs for you to upload?
• Could you please list which documents you have already provided?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Please inform me about any updates regarding

The live chat always says to wait for an email. But there's no response.

I uploaded

ID card on both sides

all mifinity documents plus transaction history

bank statement

Bank statement for payment to mifinity I have been waiting since 21.4

der livechat sagt immer soll auf email warten. Und es kommt aber keine Antwort

hochgeladen habe ich

Ausweis beidseitig

alle mifinity Dokumente plus Transaktionen Verlauf

kontoauszug

Kontoauszug für Zahlung zu mifinity ich warte mittlerweile seit den 21.4

Unfortunately I don’t have the chat history

Den Chat Verlauf habe ich leider nicht

They keep promoting transaction proof of payment to MiFinity of 100 euros on this document everything can be seen, I wonder where the problem lies now

die fördern immer wieder in Transaktionens Nachweis über die Zahlung zu MiFinity von 100 Euro auf diesen Dokument ist alles zu sehen frag mich wo jetzt das Problem liegt

Thanks for the updates.

Could you please advise if the payment methods you used to fund your player's account are under your name?

Please understand that when depositing in the online casino, the casino has the right to verify every payment method you use and conclude that the money used to gamble belongs to you.

Looking forward to your reply.

The MiFinity account belongs to me. MiFinity has an IBAN, so my friend transferred money to me, which is not prohibited.

Das MiFinity Konto gehört mir MiFinity hat ja ne iban da hat mein Freund mir Geld hin überwiesen das ist ja nicht verboten

Because the payment receipt says it's for me. I deposited with my MiFinity account. My friend just sent me money to my MiFinity IBAN.

Weil auf den zahlungsbelegsteht ja das es für mich ist. Ich habe ja mit mein MiFinity Konto eingezahlt. Mir würde nur auf meine MiFinity iban Geld von mein Freund geschickt.

I have been waiting for almost a month and that really can't be true

Ich warte ja bald schon 1 Monat und das kann ja echt nicht sein

Thanks for your reply.

• Was your Revolut account funded by money coming from your friend exclusively?
• Have you deposited money that came from you as well as your friend?
• Could you please explain your history of deposits in the casino, and whose money it was?
• is your friend also a player in this online casino?

I apologize for the inconvenience.

My friend sent me the money

I only deposited 100 euros into the casino and my friend sent me the money to deposit on MiFinity, but I have an account there. I uploaded my friend's bank statement there and now it's being promoted again.

Das Geld hat mir mein Freund geschickt

mich habe in das Casino nur 100 Euro eingezahlt und das Geld zur Einzahlung hat mein Freund mir auf MiFinity geschickt nur ich habe da ein Konto den Kontoauszug von mein Freund habe ich dort hochgeladen und jetzt wird das wieder gefördert

The payment is shown here. I have uploaded the entire bank statement where everything is shown.

Hier steht die Zahlung drauf habe den ganzen Kontoauszug hochgeladen wo alles drauf steht

I've been waiting for a month now. Wieland, should I wait longer? Everything is on my bank statement, so I'm wondering what the problem is. It seems to me they're doing this on purpose. So that you lose your money.

Ich warte jetzt schon 1 Monate Wieland soll ich den noch warten. Es steht alles auf den Kontoauszug also frage ich mich wo das Problem liegt. Es kommt mir vor das die das mit Absicht machen. Damit Mann das Geld verspielt

So, again, my friend sent me €100 from his Revolut account to my MiFinity account, which is to the MiFinity IBAN. The MiFinity account is in my name. I uploaded my friend's bank statement, where the €100 was sent to MiFinity. But it keeps getting promoted, even though it says everything the casino promotes. See attachment. I've been waiting a month now. So, that's a long time. I've uploaded the bank statement in PDF format from March to April.

Also nochmal mein Freund hat mir von sein Revolut Konto 100 Euro auf mein MiFinity Konto geschickt also auf die iban von MiFinity. Das MiFinity Konto läuft über mein Name. Den Kontoauszug von mein Freund wo die 100 Euro zu MiFinity geschickt würden, habe ich hochgeladen. Nur wird das immer wieder gefördert. Obwohl das alles drauf steht was das Casino fördert. Siehe Anhang. Ich warte jetzt mittlerweile 1monat. Also das ist ja schon lange. Ich habe den Kontoauszug in pdf hochgeladen von März bis April.

It also says here that you can have friends send you money

https://support.mifinity.com/hc/en-gb/articles/4407904524049-How-can-I-send-Money-to-Friends-Family

Hier steht ja auch das man sich Geld von Freunden schicken lassen kann

https://support.mifinity.com/hc/en-gb/articles/4407904524049-How-can-I-send-Money-to-Friends-Family

Nothing has happened until today, maybe you could find out something

Es hat sich bis heute nix getan könnte ihr vielleicht was raus finden

Thank you very much, Meli2304, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]), 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.

Why is this being forwarded now?

Warum wird das jetzt weitergeleitet?

Hello Meli2304,

I'm Michal, and I have taken over your complaint. Your complaint was transferred to me so that I can try to reach out to the casino team to provide their insights on the situation.

I have reviewed your case, and I will contact the casino to shed more light on this matter and to see how I can help.

We would like to invite Funbet Casino to join the conversation.

Dear Funbet Casino,

Could you kindly update us on the reason the same document was requested from the player? The player has already submitted it, and it appears that it was not rejected. What further information or documents are required from the player to proceed with the verification? If there are any factors that influence the situation and cannot be shared publicly, please share them with me directly at [email protected]

Dear Michal,

We would kindly like to inform you that we have sent you an e-mail.

Please check.

Best Regards,

Funbet.com

How about sending me an email? The live chat keeps saying you'll receive an email. I advise everyone not to play with you.

Wie wäre es den mal mir ne email zu schicken. Ständig sagt der livechat Sie erhalten eine email. Ich rate auch jeden ab bei euch zu spielen.

Thank you for your response and the provided evidence, Funbet Casino Team.

Dear Meli2304,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple/duplicate accounts. The evidence indicates the creation of multiple/duplicate accounts from the same or very similar IP addresses, linked with financial transactions and engaging in the same or strikingly similar gameplay, which can’t be considered just a mere coincidence. Please understand that the casino has the right to verify payment methods used to deposit.

If it turns out you didn't use your own money to play, you'll find yourself in breach of the casino's rules.

4. YOUR WARRANTIES

4.1 By opening an account on our Website and by using our Website you warrant that.

you are acting on your own behalf;

Since you deposited only once, and the money was sent to you by a friend, we couldn't argue against the casino. Casinos have a very strict policy regarding multiple/duplicate account cases that have been used in this way. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules.

We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru