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 [email protected]. 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 ([email protected]) 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.

Dear anderseikenes52,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Felix Spin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Felix Spin Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear All,

In order for anderseikenes52 to complete the verification process, we kindly request the following documents:

• Bank Statement for Account 3280 - This document must clearly display your full name and bank account number. It may be submitted as either a photo of a paper document or a PDF file.
• Proof of Deposit from 2024-12-23 at 07:25:56 UTC - The document must include your full name, bank account number (or IBAN), transaction amount, recipient’s name, transaction ID, and the date of the transaction. Please note that this information must be obtained directly from your banking application. Screenshots or details from the casino platform will not be accepted as valid proof.

We have also reviewed the provided information regarding the MiFinity account and have offered a suitable solution.

If you are using the mobile version of MiFinity, please ensure you provide both the ‘Profile Details’ and ‘Personal Details’ sections.

If you are using the desktop version, a screenshot from the eWallets – Overview section is required, showing your name in the top-right corner, the deposit details related to the casino, and your MiFinity account (source) number.

Please upload the requested documents via the Verification section of your casino profile so our team can review and proceed with the account verification.

Kind regards,

Felix Spin Casino

Hello, all.

Thank you, Felix Spin Casino, for the update.

Dear anderseikenes52,

Could you provide all the documents in order to get your withdrawal approved, please?

Thank you in advance.

Respectfully,

Romi

Hi,

As I’ve already mentioned in my previous messages, I’ve submitted all the requested documents to Felix Spin multiple times. I provided both a screenshot of the deposit I made to their casino and a bank statement from my MiFinity account. Despite this, they keep rejecting the documents without offering any clear explanation or alternative.

I’ve also explained that MiFinity cannot provide a statement with my IBAN included—this was confirmed directly by their support, and I’ve already shared that transcript with you via email, along with my full communication history with the casino.

At this point, I’ve done everything I can on my end. It’s incredibly frustrating to be asked for the same documents over and over when I’ve already submitted them and explained the limitations. That said, I’ll be sending the documents again as a final attempt, and I’ll forward you the transcript of that communication to your email as well.

Dear anderseikenes52,

The casino representative offered this:

"If you are using the mobile version of MiFinity, please ensure you provide both the ‘Profile Details’ and ‘Personal Details’ sections."

Could you do so, please?

Regards,

Romi

Hi,

I’ve already shared my profile and personal details from Mifinity with them. I’ve also sent you the email transcripts showing my communication with them. They responded by asking for a new statement, so I’m currently waiting for Mifinity to provide that.

Hi,

I have sent the Mifinity statement that was requested to Felix Spin's email.

Greetings.

Thank you, anderseikenes52, for the update.

Please inform us whenever you receive the money.

Respectfully,

Romi

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, I sent them requested document again as transactions on the statement are separated into two wallets so they thought deposit to them is not listed there, but it is. I am waiting for their response now.

Hi,

I would like to say that I haven't gotten any new response from anyone.

Hi,

I'm writing to follow up again regarding my issue with Felix Spin. It’s now been exactly a week since I last provided the MiFinity statement they requested. The only response I received was a generic acknowledgment the next day saying my documents were sent for review. Since then, radio silence.

No updates, no communication, no explanation. I have absolutely no idea what’s going on or why this is taking so absurdly long. At this point, it's well beyond frustrating. I’ve sent every single document they’ve asked for, more than once, and yet they still haven’t released the funds that are owed to me.

Dear Felix Spin Casino,

Could you kindly provide an update about this case, please?

Thank you.

Best regards,

Romi

Hi,

I wanted to give you an update on where things stand with Felix Spin. I emailed them yesterday asking for a status update, and their response was incredibly frustrating. They’re now refusing to accept my MiFinity transaction history because it doesn’t have a logo. As I’ve already mentioned, MiFinity doesn’t allow users to download a statement directly with a logo, you have to contact them to request it, and what I sent to Felix Spin is exactly what MiFinity provided.

On top of that, they’re now asking me again for documents I’ve already submitted multiple times. I’ve complied with every request, sent them everything they’ve asked for, and yet they continue to reject valid documents with no clear explanation. It’s starting to feel like they’re intentionally dragging this out.

This situation has been going on far too long, and I’m honestly feeling really upset and exhausted.

I’ve also sent you the transcript of their latest email.

Hello!

In order to proceed with the verification process, we kindly request that you provide a screenshot of the main page of your MiFinity account. This will enable us to accurately verify your account details.

We would also like to inform you that the previously submitted PDF document does not meet the necessary requirements, as it is missing key elements such as the official MiFinity logo, your full name, visible watermarks, and any official stamps. Without these components, we are unable to validate the document.

To meet our regulatory obligations, please log in to your MiFinity account and navigate to the ‘Transactions’ or ‘Transaction History’ section. From there, download the official account statement directly, ensuring that all essential information is clearly displayed.

Thank you for your understanding.

Best regards,

Felix Spin Casino

Greetings, all.

Thank you for your cooperation in this case.

Dear anderseikenes52,

Please inform us whenever there is an update regarding your withdrawal.

Thank you in advance.

Respectfully,

Romi

Hi, just letting you know I still did not receive any money from them. Also I want to clarify here also that I already provided all documents they are requesting. And it's not possible to download transaction history document directly. Felixspin casino you just seem unwise, it’s a bit confusing to be asked repeatedly for a document that doesn’t exist in the system!

Dear Felix Spin Casino,

Could you please tell us more about this case?

Thank you.

Best regards,

Romi

Dear anderseikenes52,

We have reviewed and accepted the Mifinity documentation you provided. To proceed with the verification process, we have sent a questionnaire to your registered email address regarding your income. Kindly complete and return it at your earliest convenience.

Additionally, we require documentation verifying your Source of Wealth. This should include a document, or a set of documents, demonstrating the origin of the funds used for deposits made at our casino. Acceptable forms of evidence include a recent salary statement, proof of business ownership, confirmation of property sale, inheritance documentation, or a divorce settlement, covering the last three months.

If you have any questions or require further assistance, please do not hesitate to contact us.

Best regards,

Felix Spin Casino

Greetings, all.

Thank you, Felix Spin Casino, for the update.

Dear anderseikenes52,

Could you do as requested, please, and inform us about any news?

Thank you in advance.

Best regards,

Romi

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 everyone. I thought I sent documents, but I send them now. My salary for 3 months and I filled word document

Hi,

I am extremely upset with Felix Spin right now. I sent my payslips for February, March, and April. They replied asking for payslips for April, May, and June.

But I still don’t have the May payslip, and I won’t get the June one until the middle of July. I really feel like they are just trying to keep my money and don’t want to pay me what they owe. This is not normal anymore.

How can they ask for something I haven’t received yet, and also for something I won’t get for more than a month?

I am disgusted by how they are acting. Please help me. They don’t want to send my money. I gave them everything they asked for, and they are still refusing the documents I sent. I also sent you the email transcript of their request.

Dear anderseikenes52,

Please provide the requested documents and inform us about any updates.

Thank you in advance.

Respectfully,

Romi

Please explain to me how it is humanly possible to provide a document that I do not have yet? Once you have explained to me how I can send them documents that do not exist I will provide them with those documents. This has honestly been going on for far too long, they just keep requesting new documents over and over again to the point where they don't have any other document to ask for and are asking me for ones that don't exist. This is disgusting behavior!

Let me rephrase myself, please:

Please provide the requested documents whenever possible, and inform us about any updates.

Respectfully,

Romi

So to confirm, you are telling me to wait for mid July to be able to provide these documents?

You need to provide them whenever possible in order to finish the KYC.

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.