Wheelz Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

I played at Wheelz Casino in october 2025. I won a lot of money. The verification process is still not over. I have sent everything that they asked for from me. Now we are stuck because they keep asking for my mifinity statement which i have already sent them. Wheelz was operated by rootz when i won. I am having a lot of struggle now getting my money. They keep asking for the same statement that i am sending them. Please help me

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Why has the casino repeatedly asked you to submit your Mifinity statement? What reasons for rejection have they provided?
• Have you ensured that the statement was sent in the correct format, covering the requested time period, and showing the transactions made into the casino?
• When was the last time you sent a Mifinity statement to the casino for verification?
• Have all your other documents been approved by the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Is it possible for me to just send you my emails with them so you can see for yourself?

I do not know why they rejected it, to my knowledge i gave them what they were asking me for.

Yes it was correct everything

Today, they asked for my last 90 days to complete my verification so i hope they are being genuine. I have not used mifinity in the last 90 days and the statement shows this.

My other documents have been approved to my knowledge.

Do your Mifinity statements contain information about the deposits you made into this casino?

When was the last time you used Mifinity to deposit money into your account?

Please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Thank you for your cooperation.

I have forwarded my communications with them after they changed owners or what you would call it. The last time i used mifinity is when i played there also my first deposit. My mifinity statements show my deposit to the casino yes. I have also sent screenshots.

Dear melisszeq

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,

Veronika

Dear melisszeq,

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 Wheelz Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Wheelz 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 melisszeq & Casino Guru team,

We requested additional KYC to be able to further review the account and that this was shared with the player on 27th January 2026. In this email sent to the player we have requested to see the official 90-day-statement for their Mifinity account between July 7, 2025 and October 7, 2025 but so far have not received the requested document.

Kindly let us know if you would need any additional information from our side.

Best regards,

Wheelz Casino

You have recieved it, i have sent it to you it says what dates the statement cover. You are mistaken.

In case i am mistaken and sent something wrong i will send it to you now aswell as to Samuel.

Hello everyone,

thank you, Wheelz Casino, for the clarification.

melisszeq, just to clarify from my side as well – I have received an attachment where the statement only covers October, not the full 90-day period from July 7, 2025 to October 7, 2025. To avoid any further confusion, please resend the correct statement covering the full requested period to the casino and feel free to copy me as well.

Once this is done, the casino should be able to proceed with the review.

Hi the statement does cover from July 7, 2025 to October 7, 2025. I just did not use mifinity before the transactions that are visible. I have sent a mail to mifinity so they can confirm this.

Hello everyone,

thank you for the clarification, melisszeq.

That makes sense. If the Mifinity account was not used before the visible transactions, the statement can still correctly cover the full requested period even if earlier entries are empty. Waiting for Mifinity’s confirmation is therefore a reasonable next step.

Wheelz Casino, once the confirmation from Mifinity is provided, please review it accordingly and let us know whether it satisfies the KYC requirement so the verification can proceed.

I’ll stay on this case and await the update.

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 melisszeq & Casino Guru team,

Once we receive the confirmation from Mifinity, we will review it accordingly and let you know as soon as we have new information to share.

Best regards,

Wheelz Casino

Hello everyone,

Thank you, Wheelz Casino, for the update. I’ll wait for your confirmation once you have new information.

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 melisszeq & Casino Guru team,

We would still need proof of the 175 EUR deposit made to the Mifinity account with the player's name visible. Unfortunately the documents provided so far are not sufficient to proceed further with the verification.

Best regards,

Wheelz Casino

Hello everyone,

thank you Wheelz Casino for the update and for clarifying the remaining verification requirement.

melisszeq, Wheelz Casino still needs proof of the €175 deposit made to your Mifinity account showing your name clearly. Once you provide this document, the casino should be able to proceed with the verification and continue processing your withdrawal.

I have sent documents the documents supporting my deposit to Mifinity, but i used my self custody wallet so my name is not on it.

Hello everyone,

melisszeq, thanks for your update. Wheelz Casino, could you please confirm if the documents provided by the player, even without the name on the self-custody wallet, are sufficient to proceed with the verification and continue processing the withdrawal?

Thank you both for your cooperation.

Dear melisszeq & Casino Guru team,

As per our regulations the document must show the account holder's name for it to be accepted as part of the KYC process. Unfortunately we are unable to proceed with the verification until we have received the required document.

Best regards,

Wheelz Casino

Hello everyone,

melisszeq, thank you for your update. I understand that you used a self-custody wallet for your deposit, which means the wallet is under your control but your name does not appear on the transaction documents. This explains why Wheelz Casino is requesting a document showing the account holder’s name.

Wheelz Casino, could you please confirm whether the verification must absolutely include a document with the player’s name, or if there is a way to accept the self-custody wallet documentation to continue processing the withdrawal?

melisszeq, if Wheelz Casino cannot accept the self-custody wallet documents, this would unfortunately prevent the verification from being completed and the withdrawal from being processed. Once we have clarification from the casino, we’ll be able to advise you on any possible next steps to resolve the situation.

Dear melisszeq & Casino Guru team,

As mentioned before, the document must show the account holder's name for it to be accepted as part of the KYC process. Unfortunately we are unable to proceed with the verification until we have received the required document.

Best regards,

Wheelz Casino

Hello everyone,

thank you Wheelz Casino for your clarification regarding the required documentation.

melisszeq, please follow the instructions provided by the casino to ensure your verification can be completed and the withdrawal processed.

I understand, however my wallet that i used to fund my mifinity is self custody and there is no way for me to get my name in any document there. My name is in my mifinity that i used to deposit though. There has to be a solution here. I can do a micro transaction for example in a specific amount to prove the wallet is mine. My name is in the mifinity screenshots aswell as the statement i have given you from them.

Hello everyone,

thank you, melisszeq, for your detailed explanation regarding your self-custody wallet and the supporting Mifinity documentation. I understand the difficulty that the wallet itself cannot show your name, but I see that you’ve provided screenshots, statements, and are even suggesting a micro transaction to verify ownership.

Wheelz Casino, please consider the player’s suggestions and let us know if there is a feasible way to accept the self-custody wallet proof or a micro transaction to complete verification. Your guidance will allow the withdrawal to be processed without further delay.

Dear melisszeq & Casino Guru team,

As mentioned before, we do require the document to show the account holders name for it to be accepted as part of the KYC process. Unfortunately as much as we appreciate Melisszeq suggestion we have to stick to the processes we have in place and cannot divert from this.

Best regards,

Wheelz Casino

I understand that you have your terms and your process, however the deposit itself is from my Mifinity and my funding it has been accounted for. I sent it from my crypto wallet and have provided the proof of funding my Mifinity. I need an alternative from you since you are denying me a substantial amount of money.

Hello everyone,

Wheelz Casino, thank you for your response. From my perspective, the documents provided by the player appear to be relevant and acceptable to a certain extent. The transaction itself is visible, and the account holder’s name can be seen in the top right corner of the provided materials. Additionally, it is important to note that Mifinity does not issue a standard bank statement in the traditional format.

melisszeq, to help move this forward, I would recommend providing more detailed documentation from your Mifinity account, specifically a screenshot of your profile where your personal details (such as full name) are clearly visible, ideally together with transaction history if possible.

Wheelz Casino, please review such documentation once provided and confirm whether this would be sufficient to proceed with the verification.

Dear melisszeq & Casino Guru team,

Once we receive the requested documents, we will review them accordingly and let you know as soon as we have new information to share.

Best regards,

Wheelz Casino

Dear melisszeq & Casino Guru team,

We would like to clarify once more that the document we need to complete the KYC verification is a screenshot of the deposit to the Mifinity account from the LTC wallet showing the account owner's name with the transaction.

Melisszeq, you might find the following instructions helpful to get the proof needed. You can provide us a screenshot of the information you get after following these steps.

Best regards,

Wheelz Casino

Hello everyone,

thank you, Wheelz Casino, for the clarification and for providing guidance on the exact documentation needed.

melisszeq, thank you for your patience and for providing proof of funding from your Mifinity account so far. To move this forward, please follow the casino’s instructions.

Wheelz Casino, once these documents are submitted, please confirm whether they are sufficient to complete the KYC verification and proceed with the withdrawal.

We appreciate everyone’s cooperation and updates, and we hope to reach a resolution promptly.

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.

I sent to both of you what they instructed me to get in the screenshot they previously had sent. Did you get it?

Hello melisszeq,

thank you for your message.

If you are referring to the email from March 27th with the blockchain deposit, then yes, I can confirm that I have received it.

At the moment, I also have information that the casino’s complaint team is currently on holiday, which is likely the reason for the delay in their response. For now, we will wait for an update from their side once they are back.

Thank you for your patience, I will keep monitoring the situation.

Thank you for the update, they need vacations too ofcourse🙂

Hello everyone,

thank you, melisszeq, for your understanding and patience.

Dear casino team, just letting you know that we are currently waiting for your review once you are back.

I will continue monitoring the case. Thank you.

Hello everyone,

thank you, Wheelz Team, for the update and for including me in the communication.

Dear melisszeq,

I can confirm that the casino has sent you an email regarding your case. According to their message, your account has been successfully verified and the remaining balance of €26,531.50 was processed yesterday. The funds should arrive in your bank account within approximately 5 business days.

Please check the email they sent you, including the instructions for accessing the proof of payment.

Let me know if everything is clear on your side, and kindly inform me once the funds reach your account.

Thank you.

Dear melisszeq,

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 have recieved confirmation about them sending the payment. I trust that it is correct and i dont need anymore assistance. Thank you for the help both of you.

Dear melisszeq,

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,

Samuel

Casino Guru