Hi,

I have a problem with verification in the casino. I already sent them all documents what they needed. It was ID, selfie, proof of address, ownership of Mifinity and Mifinity transaction from march to april. They accepted it but now they want additional documentation like top-ups Mifinity for 215, 370, 420 euros. I did that, but they want it again and again. It takes over a month and I am really bored of this. I sent them all the details of these 3 transactions in PDF format as they wanted from my Mifinity wallet. Despite this they ask for it again. I only topped up my Funbet account through Mifinity and only withdrew through Mifinity. Always the same method of deposit and withdrawal. The Mifinity account belongs to me and I already sent all the necessary documentation. Chat doesn't help me. I can't take it anymore and I'm stuck for good.

Help me please!

Dear siabaka,

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.

• Could you please advise when exactly did you send the last requested document?
• Has the casino approved any of the documents already?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

They already accepted my id (both sides), selfie, proof of address, ownership of Mifinity, history transactions from Mifinity. It takes a while but its accepted but my acc is still not verified. It shall be enough but they want something additional from my Mifinity. As I knwo they wanted 3 transactions and I sent them all specific of these trasanctions from my Mifinity but they want it again and again. Verification started month ago.

Once again I sent them a file with the details of these 3 transactions from my Mifinity. Unfortunately, it was rejected again. I also sent you email to [email protected]

Dear siabaka,

thank you for your reply and for your email.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

I sent you my email conversations. Unfortunately, the chat conversations were not saved by me. Sadly because I contacted them about 20 times and they were not very helpful. They usually wrote that they reported the matter to the relevant department and I will receive a message by email but I have never received such emails. I only received emails if I contacted them directly by email.

As you can see we are stuck on 3 transactions for certain amounts. I sent them the exact same thing I sent you by email and they still revoke it. This is all information from my Mifinity. More details from my Mifinity transactions cannot be obtained. Also I dont know why they want these 3 transactions because it does not concern them. Anyway I sent them these details too. I also sent two proofs of my deposits to Funbet casino and they were accepted and that should be enough.

Dear siabaka,

Thank you for reaching out to us.

We are very sorry about the delay and the inconvenience that might have caused.

We are working with the relevant department to ensure that your request is being handled in a timely manner,

As soon as we have an update we will let you know.

Best Regards,

Funbet Casino Team

Today, after over a month of rejection, my document was accepted.

Anyway, do not close my case please. I just made withdrawal request and I am waiting for approval. If I will receive my funds, we can close the case.

Dear siabaka,

Your account has been verified, as you have already mentioned.

Your withdrawal is processing, and it will be completed in a timely manner.

If you have any further questions, feel free to let us know.

Best regards,

Funbet Casino Team

Dear Funbet Casino,

thank you for the response and interaction.

Dear siabaka,

thank you for your messages. This complaint remains open until you confirm the arrival of your withdrawal. Kindly keep us updated.

Today I received my withdrawal. Thanks for help.

Dear siabaka,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

www.kpvfaw.com