Caxino Casino - プレイヤーの本人確認書類が繰り返し却下されている。

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.