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On October 16, 2025, I requested a PLN 9,400 withdrawal to my Mifinity account. After a week of waiting (the withdrawal should take up to 48 hours), I was asked to verify my long-verified account. I made several withdrawals and was asked to confirm the payment. I downloaded a confirmation of this transaction from my bank app, which is accepted by all institutions worldwide. It doesn't require a signature, and I sent it from the "verification" tab. After some time, I received a response that the document had failed verification. They asked me to resend your document. However, I'm blocked from sending from the "verification" tab. This can be seen in the attached print screens.

After another day, the option to send documents was enabled. But I don't know which document to send. The original confirmation from the bank failed verification for reasons unknown to me. And every attempt to inquire about it results in a generic response about not meeting security requirements.

16.10.2025 zlecilem wyplate 9400zl na konto mifinity. Po tygodniu oczekiwania ( wyplata powinna trwac do 48godzin) zostalem poproszony o weryfikacje konta które od dawna mam zweryfikowane. I przeszedlem kilkanascie wyplat. poproszono mnie o potwierdzenie platnosci. Pobrałem z mojej aplikacji w banku potwierdzenie tej transakcji akceptowalne we wszystkich instytucjach na swiecie. Nie wymagajace podpisu i wyslalem z zakladki ' weryfikacja" po jakimś czasie dostalem odpowiedz że dokument nie przezzedl weryfikacji. I proszą o ponowne wyslanie twgo dokunetu. Jednak mam zablokowaną mozliwosc wysylania z zakladki weryfikacja. Widac na print screenach ktore dołączam .

Po kolejnym dniu możliwość wysylania dokumentów zostala otwarta, Ale ja nie wiem jaki dokument mam wysłać . Skoro oryginalne potwierdzenie z banku nie przeszło weryfikacji z powodów nieznanych mi. A każda próba zapytania się sprowadza się do ogólnej odpowiedzi o niespełnianiu wymogów bezpieczeństwa.

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Dear kszysio,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear kszysio,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear kszysio,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru

Dear all, I would like to inform you that we have received confirmation from the player, that the withdrawal has been received.

Dear kszysio,

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/casino.guru. 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,

Attila G.

Casino.Guru