Hi,

This casino group seems to be giving me hassle for documents. I deposited and played with a deposit bonus, completed wagering and finished off with a winning of 4002€. I withdrew on 14th March, and it failed. I uploaded proof of payment as asked and pay slips and sent source of funds, and completed a questionnaire sent by the casino. I was asked for source of funds again, as my document did not have my Iban in the transaction history, I explained that this is not possible and sent over detailed explanations and screenshots of what I have. Mifinity does not provide statements with the Iban on it, this is beyond my control.

Dear rjcooney,

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Please allow me to ask you a few questions, so I can understand the whole situation completely:

• Could you please advise which documents you have already provided and when you sent the last one?
• Have any of them been approved already?
• Were there any specific deadlines given by the casino for submitting your documents?
• Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Natalia

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com 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.

21/05/25 is when I sent the last document they asked for. Iv sent proof of address, proof of payment info, source of funds, screenshots of the funds they are questioning ( I won it at Mr. Green Casino) Iv sent them screenshots from the casino, also my Mifinity account transaction history, but this is what they have an issue with as the document does not have my Iban on it, but I have sent screenshots of my Iban and account info because Mifinity does not provide statements with the Iban number visible. Iv also sent over the email from Mifinity stating that they don't do this, and to send the casino the screenshots together with the transaction history statement.

It seems all have been approved besides the source of funds due to the Iban not being present. (but this is beyond my control)

No, there were no deadlines given.

Yes, everything was given as soon as possible considering my working hours and family commitments.

Thank you very much for your reply, rjcooney. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Sent. Thanks.

Dear rjcooney, would you mind forwarding me the full communication between you and the casino? I received only one email containing one phrase: "We cannot accept these documents because they do not show the bank account number." Please let me know if I overlooked it if you have sent me more emails.

Hi Natalie, sorry not sure what happened, I have emailed you the screenshots. Thanks.

Thank you very much, rjcooney, for your cooperation. I will now transfer your complaint to my colleague Branislav ([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.

Hi can we get the casino in?

Hello, rjcooney,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the player's situation in more detail?

What exactly does the casino need to complete the user's verification, and why? A clarification for why the casino needs such a document and what details should be visible there, and why, could help us to understand the casino's requirement.

Thank you.

Hello!

We would like to inform you that, in order to proceed with the verification process, we require the bank statement ending in **17859, displaying visible transactions for a period of three months.

Although documentation has been submitted, the provided duration does not meet the specified requirement.

To continue with the process, we kindly request that rjcooney provide structured screenshots from the "Transactions" section of the MiFinity account, covering a full three-month period and clearly displaying the relevant transactions.

Once the requested documentation is received, it will be reviewed promptly and an update will be provided.

Thank you for your understanding and cooperation.

Best regards,

CryptoLeo Casino

Dear CryptoLeo Casino Team,

Thank you for your email regarding the verification process.

I would like to clarify that all the requested documentation, including the bank statement ending in **17859 and screenshots from the "Transactions" section of my MiFinity account, has already been submitted. You can see the creation date of my account in the provided documents, which should demonstrate that the transaction history covers the necessary period. The MiFinity report I sent, dated 7 May 2025, includes all transactions since the account was created, though it is limited to the last 90 days of payments as per their policy. This is the fullest extent of the documentation MiFinity can provide, and I have no additional records to offer.

I have attached screenshots confirming that this information has been received by your team, along with further documents to support my case. You already have full access to everything I can provide, and there are no more documents, including pay slips or other source of funds details, that I can give. MiFinity is my only option for withdrawal to this account, and I am unsure why you need the source of funds for this account when the transaction history should suffice for verification.

I am copying Casino Guru on this email and kindly request their assistance. Could Casino Guru please help explain why CryptoLeo requires the source of funds for my MiFinity account? The demands seem excessive given the documentation already provided, and I seek an objective review to ensure this process is fair and reasonable.

Hello? How long is this taken?

IN my similar case to there sister site I already provided enough for them.

Can you update me casino guru?

Greetings all,

Thank you for your email, rjcooney, and I am sorry for the delay.

Dear CryptoLeo Casino Team,

Can you please review the information above from the complainant and his documents, as well as the last documentation he sent to the casino, and provide us with an update? How should he proceed further?

Thank you. Looking forward to hearing from you.