The player from Italy faced difficulties withdrawing money as the casino required address verification. After submitting the relevant documents, he was denied, and he could no longer upload them for review. The Complaints Team attempted to assist by reaching out for additional information but ultimately closed the complaint due to a lack of response from the player. The team remained available for future communication should the player choose to reopen the complaint.
MyStake Casino - Player's withdrawal is delayed due to document issues.
Closed
Our verdict
Player stopped responding
Amount: €930
MyStake Casino
Safety Index 9.7 Very highCase summary
Discussion
Public
Public
1 year ago
Translation
the casino requires me to verify my address, after sending the relevant documents they were denied, even if correct, now it no longer gives me the possibility to upload them
Automatic translation:
Public
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1 year ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly, and it might take a few working days to complete this thorough process.
- Could you please list which documents you have already provided, and when exactly you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- Have you contacted casino support and asked how to submit additional documents for verification? What response have you received?
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,
Tomas
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1 year ago
Dear saimone46,
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.
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1 year ago
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,
Tomas
Casino.Guru
