I have provided Monixbet with all the documents they requested. Then it came to selfie with my ID document. I made a perfect selfie (in my opinion) but they refused to accept it ("insufficient quality"). Then I made another selfie - which is even more perfect than the first one. Again same reply from casino - "insufficient quality". They do not even try to explain what exactly is wrong with my selfie. Now, I have a real problem. I physically unable to make a better quality photo. Whatever I will produce - will be again declined by the casino. This is why I want your help. Please, take a look at my selfies and say if the quality of the photo is not ideal? How can I deal with this casino and its support which do not even bother to explain their actions to me? Please, let me know how to upload my selfies for your review.

Dear A8flashK3,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve faced with the selfie verification process at Monixbet. It’s frustrating when you’ve put in the effort to meet the casino's requirements, only to have your submission rejected without clear explanations.

To help us better understand the situation and assist you more effectively, could you please answer the following questions:

• Could you confirm if you followed all of the specific instructions provided by Monixbet for the selfie, such as the angle, lighting, and the positioning of your ID?
• Have you attempted to reach out to Monixbet for more detailed feedback on what they consider "insufficient quality" in your selfies?
• Are there any other forms of identification or documents that the casino has requested that you might have already submitted?
• Would you be able to share the selfies you’ve submitted, so we can review them and provide feedback on the quality? You can send them to [email protected].

Your cooperation is essential for us to proceed with investigating your issue. Without these details, it will be difficult for us to move forward in resolving the problem.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience as we investigate.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hello

There were no instructions except to 'provide a better quality selfie.' All my requests for details have been ignored. Selfie sent to your email.

Best regards,

Angelina

Thank you very much, A8flashK3, for providing all the necessary information. I will now transfer your complaint to my colleague, Jana ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear A8flashK3,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Monixbet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed and what steps should she follow in order to be able to pass the KYC process?

Thank you in advance for providing the information.

Hello,

Monixbet finally paid me.

Thank you very much for you time.

You can close the complaint.

Dear A8flashK3,

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,

Jana

www.kpvfaw.com