Caxino Casino - Los documentos de verificación del jugador son rechazados repetidamente.

I have sent many documents to the casino in question according to the instructions but they always reject them and come up with a new attachment that needs to be inserted. If the attachments are rejected and I have asked for more information about what they are supposed to contain, they do not elaborate and always answer in the same way. They ask about the origin of my money and I have explained on many different occasions that the money came from a different casino. They asked me for a mifinity bank statement where the IBAN of the casino in question would be visible but the money was sent by mifinity bank transfer so it does not appear on mifinity's own bank statement but only on my bank account statement. I asked the casino in question if they could send a more detailed receipt where this information would be visible but the casino does not send separate receipts in pdf format. Identification does not progress anywhere when they just ask the same things, I send according to the instructions and then they are rejected again. I have also sent all the evidence I received from another casino but they were also rejected.

Olen lähettänyt monia dokumentteja kyseiselle kasinolle ohjeiden mukaisestim mutta he aina hylkäävät ne ja keksivät uuden liitteen minkä pitää pistää. Jos liitteet ovat hylätty ja olen kysynyt lisätietoa mitä niissä pitäisi muka olla niin he eivät tarkenna ja vastaavat aina samalla tavalla. He kysyvät rahani alkuperää ja olen moneen eri otteeseen selittänyt että ne rahat ovat tulleet eri kasinolta. He pyysivät minulta mifinity tiliotetta jossa kyseisen kasinon IBAN näkyisi mutta raha on lähetetty mifinity bank tranferilla joten se ei näy mifinityn omassa tiliotteessa vaan pelkästään pankkitilini tiliotteessa. Kysyin kyseiseltä kasinolta voisiko ne lähettää tarkemman kuitin jossa nämä tiedot näkyisi mutta kasino ei lähetä erikseen pdf muodossa kuitteja. Tunnistautuminen ei etene mihinkään kun he vain kysyvät samoja asioita, lähetän ohjeiden mukaisesti ja sitten ne taas hylätään. Olen myös toiselta kasinolta lähettänyt kaikki todisteet mitkä sain mutta nekin hylättiin.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Santez,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Do I understand correctly that verifying your source of income seems to be the main issue? Has the casino approved the remaining documents you provided?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Thank you very much for your reply, Santez. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I sent those screenshots to your email.

Pistin sähköpostiinne kyseiset kuvakaappaukset.

Dear Santez,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Santez,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Caxino Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Caxino Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Santez & CasinoGuru team,

Player registered on our casino on 19/01/2026, played some slots and made a withdraw request for the winnings on 01/19/2026, which triggered the KYC verification. Santez was initially requested to provide physical ID, ID next to face, Proof of Address, Bank statement for account **5223, and a bank statement showing deposit to our casino and transactions for the last 30 days (19/12/2025 - 19/01/2026). These have since been confirmed.

We have also requested proof for funds for 1000€ deposits made to a bank account ending in **7803 and to Mifinity as well as deposits made from a bank account ending in **3229 to confirm that the accounts and the funds belong to the rightful owner. The latest document was provided on 12/04/2026 and is left pending until we receive the missing document:

Mifinity statement showing the requested dates: 01/01/2026 - 31/01/2026.

So far we have only received a summary of Santez' Mifinity account. All users should be able to request a Mifinity 30 day statement as PDF by sending an email to: clientservices@mifinity.com and requesting this report in PDF format.

Once we have received the requested document we can move forward with the verification.

Best regards,

Caxino team

I have already stated many times that this 1000 euros in my bank account has come from a different casino to my account using mifinity bank transfer, which several different casinos use as a payment method. So I have not transferred the money anywhere myself with any online wallet, but the casino in question has paid me using mifinity bank, which they used to transfer the money to my Nordea account. What you are asking for is completely impossible to get because the payment in question only appears on my Nordea account statement. If you could read my message carefully even once, you would understand what it would be about.

Olen jo pistänyt todella moneen otteeseen että tämä kyseinen 1000 euroa pankkitililleni on tullut eri kasinolta minun tililleni mifinity bank transferin avulla jota useammat eri kasinot käyttävät maksutapanaan. Minä en ole siis itse siirtänyt rahaa minnekkään millään nettilompakolla vaan kyseinen kasino on maksanut minulle käyttäen mifinity bankkia jolla he siirsi nordea tililleni kyseisen rahan. Tuo mitä pyydätte on täysin mahdotonta saada koska kyseinen maksu näkyy ainoastaan minun nordeatilini tiliotteessa. Jos jaksaisitte edes kerran lukea viestini huolellisesti niin ymmärtäisitte mistä olisi kyse.

Here is the document you are requesting and as I said, it does not show the payment in question because it has not been credited to my Mifinity account, but has been credited directly to my Nordea account.

Tässä on kyseinen dokumentti jota pyydätte ja kuten sanoin siinä ei näy kyseistä maksua koska se ei ole tullut minun mifinity tililleni vaan se on tullut suoraan nordea tilille.

Hello everyone,

thank you for the updates.

Dear Caxino Casino,

thank you for the clarification regarding the requested document. However, based on the player’s explanation, it appears there may be a misunderstanding regarding the nature of the transaction.

The player states that the €1,000 was not transferred from a MiFinity wallet, but was received directly to the Nordea bank account via a MiFinity bank transfer initiated by another casino. If that is the case, the transaction would understandably only appear on the Nordea bank statement and not in the MiFinity account history itself.

Could you therefore please clarify whether the already provided Nordea bank statement and supporting documents are sufficient to verify the source of funds in this specific situation, or alternatively explain what exact additional evidence would realistically satisfy the requirement considering the transaction allegedly never passed through the player’s personal MiFinity wallet balance?

I would appreciate a more specific clarification here so we can determine whether the requested document is actually obtainable in the form being requested.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Santez & CasinoGuru team,

As mentioned previously, we have requested proof for funds for 1000€ deposits made to a bank account ending in **7803 and to Mifinity as well as deposits made from a bank account ending in **3229 to confirm that the accounts and the funds belong to the rightful owner. Unfortunately we cannot confirm the origin of the 1000€ without actual proof, which Santez has so far not been able to provide.

As the 1000€ deposit from a Mifinity account is showing in the Nordea bank statement (the payment method used to deposit money on our casino), we still need to insist on the Mifinity statement showing this transaction to verify the rightful owner of these funds. If the 1000€ deposit is winnings from another casino like Santez claims, we will need to see proper proof that the funds were, in fact, winnings paid out by a casino.

Once we have received the requested document we can move forward with the verification.

Best regards,

Caxino team

Hello everyone,

thank you for the update.

Dear Caxino Casino,

thank you for clarifying your position further.

Dear Santez,

from what I understand, the main issue now is proving the origin of the €1,000 transaction reflected in your Nordea account statement.

Would it perhaps be possible to provide some additional records from the other casino from which the payment allegedly originated? For example, withdrawal history, payout confirmation, transaction details, email confirmation, or any similar document showing that the €1,000 was paid out to you via MiFinity transfer.

I believe something along those lines could help clarify the source of funds and move the verification process forward.

I have already sent these things:

- Bank statement for the €1000 transfer

- Receipt for the €1000 transfer

- Casino transaction history from withdrawal

- Asked the casino for additional proof, but it was not available

I asked another casino if I could get a more detailed proof of the withdrawal in PDF format, but that was not possible, so the only place where the withdrawal in question is listed is my Nordea bank statement, and it does say that the money came via mifinity bank transfer.

Olen jo lähettänyt kyseiset asiat:

- Tiliote kyseisestä 1000€ siirrosta

- Kuitti kyseisestä 1000€ siirrosta

- Kasinosta tapahtumahistoria nostosta

- Kysytty kasinolta lisätodistusta, mutta sitä ei ollut saatavana

Kysyin toiselta kasinolta että saisiko tarkempaa todistusta nostosta pdf muodossa mutta se ei ollut mahdollista, joten ainoa paikka missä kyseinen nosto lukee on minun nordea tiliotteeni ja siellä kyllä lukee että raha on tullut mifinity bank transferilla.

Hello everyone,

thank you for the updates.

Dear Santez,

I understand that you have already attempted to obtain additional documentation from the other casino. However, from my perspective, I also understand why Caxino is still requesting further proof regarding the origin of the €1,000 transaction.

At the moment, the key issue is not only confirming that the transfer reached your Nordea account, but also sufficiently demonstrating the full source and ownership chain of the funds that were later used for deposits. Since the transfer references MiFinity, the casino is requesting a MiFinity statement or another document clearly linking the funds to your own account and showing the original source of the payment.

Dear Caxino Casino,

thank you as well for clarifying what specific documents are still missing for the verification to proceed.

Dear Santez,

if there is any possibility to obtain additional screenshots, account statements, MiFinity transaction history, or any other document directly from the MiFinity account showing the incoming casino payout and ownership of the account, I would strongly recommend providing it. At this stage, the casino’s request appears reasonable within the scope of source of funds verification obligations.

I will wait for your next update.

Hello everyone,

thank you both for the updates and the additional information provided.

Dear Santez,

thank you for clarifying the situation further and for providing the additional documents. I appreciate the effort you have made to obtain supporting evidence, especially considering that the other casino appears unable to provide any further documentation beyond what you have already submitted.

I would like to ask one more question. Would it be possible for you to provide screenshots from the other casino showing the relevant withdrawal history, account details, and any transaction records that demonstrate the €1,000 originated from casino winnings and was paid to you? Even if no PDF confirmation is available, screenshots showing the withdrawal and the corresponding player account may still help establish the source of the funds.

Dear Caxino Casino,

assuming the player is able to provide screenshots from the originating casino showing the withdrawal history and indicating that the €1,000 was paid out as casino winnings to the player, would such evidence be considered sufficient for your source-of-funds review?

I understand that you may still require a complete ownership chain, but considering the player's explanation that the transfer was paid directly to the Nordea account and therefore does not appear in the MiFinity transaction history, I would appreciate clarification as to whether this alternative form of evidence could be acceptable.

I will wait for your responses.

Hello everyone,

thank you for the update.

Dear Santez,

thank you for providing the screenshots and the additional supporting materials. I appreciate the effort you have made to gather this information.

Dear Caxino Casino,

could you please review the evidence provided by the player and let us know whether these screenshots would be acceptable for the source-of-funds verification, or whether any additional documentation would still be required? If further evidence is needed, I would appreciate it if you could specify exactly what documents or information would be necessary.

I will wait for your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Santez and CasinoGuru Team,

Thank you for providing the documents — we appreciate your cooperation so far.

After a thorough review, we have been unable to locate the incoming transaction on Santez's MiFinity account. Based on the information provided, Santez received a €1,000 win that should have been transferred into their MiFinity account, from which it was subsequently transferred to their personal bank account ending in **7803, and then deposited with us from that account.

To proceed, we require a MiFinity account statement that clearly shows this specific incoming transaction of €1,000.

Santez has kindly uploaded several statements covering the relevant dates — both when the win was received and when the withdrawal was requested at the casino in question. However, none of the statements provided include transaction activity for the required period, which means we are currently missing the documentation needed to complete our review.

We are unable to move forward with the verification process until this document has been received. Please do not hesitate to reach out if you need any clarification on what is required.

Best regards,

Caxino team

Hello everyone,

thank you both for your continued cooperation.

Dear Caxino Casino,

thank you for reviewing the additional documentation and for further clarifying your position regarding the source of funds verification. I appreciate the detailed explanation of what information is still missing from your perspective.

Dear Santez,

before we proceed any further, I would like to clarify one important point that I believe is key to resolving this case.

Could you please confirm which withdrawal method you selected when withdrawing the €1,000 from the originating casino?

More specifically:

• Did you request the withdrawal to your MiFinity account, after which you transferred the funds to your Nordea bank account?
• Or did you request the withdrawal directly to your Nordea bank account, without the funds ever passing through your MiFinity wallet?

Additionally, I would like to ask you to provide your complete Nordea bank statement covering the period from 30 December 2025 up to today. This will help us establish the complete flow of the funds and verify when and from where the €1,000 was credited to your bank account.

Once I receive your clarification and the requested documentation, I will be in a much better position to assess whether the casino's request for additional source-of-funds documentation is justified and how we should proceed with the complaint.

I will wait for your response.

Dear Santez,

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.

I selected "Bank Transfer" as the withdrawal method from the casino, as you can see from the picture I sent, I have not selected mifinity withdrawal.

Valitsin kasinolta "Bank Transfer" kotiutusmenetelmäksi niin kuin lähettämästäni kuvasta näette, en ole valinnut mifinity kotiutusta.

I will also email you all the bank statements.

Pistän vielä sähköpostiinne kaikki tiliotteet.

Hello everyone,

Dear Santez,

thank you for providing the clarification and for sending the Nordea bank statements. I have reviewed the information.

At this stage, I would like to ask for one additional thing that may help move the case forward. Since the €1,000 withdrawal appears on your Nordea bank statement, I would recommend contacting the casino from which the withdrawal originated and asking whether they can provide any additional transaction details related to that payment.

It may be helpful to explain that you need the information for a Source of Funds verification at another casino. In some cases, casinos are willing to provide additional transaction references or payment details when they understand the purpose of the request.

If you are able to obtain any transaction ID, payment reference, bank reference number, or similar identifier, it may help us compare it with the information visible on your Nordea statement and further establish the origin of the funds.

Dear Caxino Casino,

I would also like to ask whether your Payments or Finance Department has any tools available that could help identify the sender of the €1,000 transaction recorded on the player's Nordea bank statement. If the transaction contains any banking references that could be matched internally, perhaps your financial team could review the documentation and determine whether the origin of the funds can be verified through those records.

I believe this may help us find a practical solution and avoid requesting documentation that may no longer be available to the player.

I will await your responses.

Thank you both for your cooperation.

Dear Santez and CasinoGuru Team,

Thank you for the suggestion. We have consulted with our Finance Department, however tracing the origin of the transaction internally is not possible in this case.

We have verified the transfers between the player's bank accounts, and these are accounted for. The remaining gap is the original MiFinity deposit of €1,000 credited to bank account ending **7803, which has not been reflected in any of the statements provided to date.

We are unable to proceed with the verification until this specific document is received. We remain open to reviewing any further documentation the player is able to provide.

Best regards,

Caxino team

Hello everyone,

thank you both for your updates.

Dear Caxino Casino,

thank you for consulting your Finance Department and for clarifying what is still missing from your perspective. I appreciate your cooperation.

Dear Santez,

after reviewing the casino's latest response together with the documentation you previously provided, I believe we have identified the key issue that still needs to be clarified.

From your earlier explanation, my understanding was that you selected Bank Transfer as the withdrawal method and that the payment provider (MiFinity) transferred the funds directly to your Nordea bank account.

If that is indeed the case, I would expect the €1,000 transaction to appear on your Nordea bank statement. However, according to the casino, this particular incoming transaction cannot be identified in the statements provided so far.

Could you therefore please clarify what happened to this transaction? Do you know why it does not appear on your Nordea statement? Is it possible that the funds were credited to a different account, or that the transfer was processed differently than originally expected?

Any additional explanation or supporting documentation from your side may help us understand this discrepancy and move the complaint forward.

I will await your clarification before proceeding further.

Thank you both for your cooperation.

The original problem was that it didn't show up on the mifinity statement, but how have they now figured out that it wouldn't show up on the nordea statement either?

Alkuperäinen ongelma oli ettei se näy mifinity tiliotteesa mutta miten he ovat nyt keksineet ettei se näkyisi myöskään nordea tiliotteessa?