MyStake Casino - Pelaajan kamppailu osoitteen vahvistamisen kanssa.

Hello, the issue I'm facing is that I am unable to verify my address for withdrawal purposes. The casino is asking for either a residential certificate, which I don't have, or documents like utility bills (electricity, water, gas, etc.).

The problem is that I'm not the one paying these bills at my home, and I don't have anything under my name. Also, my bank statements do not contain my address.

I tried contacting support a few months ago, but I haven't received a response yet, and I'm at a loss for what to do next.

Buenas el problema que tengo es que no tengo manera de verificar mi dirección y me la pide para hacer una extracción, me pide o certificado de residencia el cual no tengo, o documentos como pagos de la luz, agua, gas, etc...

El problema es que yo no soy el que paga esas cosas en casa y no tengo nada a mi nombre, y los extractos bancarios no llevan mi dirección.

Intenté contactar con el soporte hace unos meses, pero no me han respondido aún y ya no se se me ocurre nada que pueda hacer

Dear Crist05pv,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your home address seems to be the only obstacle standing between you and successful verification? Have you provided any other documents and have they all been approved?

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

Best regards,

Kristina

Yes, currently it is the only impediment, I have tried to upload other documents with my name and address, but they have not been approved, or they say it is not valid, and the only thing I need to prove are the electricity and gas payment documents , water, etc. and these are things that are impossible for me to get today.

Sí, actualmente es el único impedimento, he intentado subir otros documentos con mi nombre y mi dirección, pero no han sido aprobados, o dicen que no es válido, y lo único que me falta por probar son los documentos de pagos de luz, gas, agua, etc y son cosas que me resultan imposible de conseguir a día de hoy

Thank you very much for your reply, Crist05pv. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

What do you mean by communication? To the email I sent?

A qué se refiere con comunicación? Al correo que mandé?

In any case, the email was:

En todo caso el correo fue:

Thank you very much, Crist05pv, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Crist05pv for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MyStake Casino for their help in resolving this complaint. We would like to know how we can help with this player's verification process and what documents they can substitute to pass it.

Thank you!

Hello Crist05pv,

In case you have a problem with verification, please contact KYC team at kyc@mystake.email , and they will help you as soon as possible.

Your proof of address was rejected as it was not dated within 90 days. Also, your full name must be written on it.

Please upload the document again and consider above mentioned details.

If you still need help, feel free to contact the relevant team.

Best regards,

Thank you for the update MyStake Casino. As the player mentioned they are not the ones paying the bills at their home, and they don't have anything under their name. Also, their bank statements do not contain their address. In this case, what would you recommend the player could provide to pass your verification procedure?

Thank you in advance!

Hello Peter,

Proof of address can be either a utility bill, bank/credit card statement, tax invoice, or another government-issued residential statement/certificate, which is no more than 3 months old.

Most times, bank statement contains address information. But if his bank doesn't have such an option, it's possible to request a specific type statement where the address will be included too.

If he is still facing any difficulties, he can contact our KYC team at kyc@mystake.email. Our relevant team has not received any message from him yet.

Best regards,

Thank you for the clarification MyStake Casino representative.

Dear Crist05pv, let us know if you'll be able to provide the requested documents or if you require any further assistance.

Thank you in advance!

I will try to get the statement with the address to see if it is possible

Intentaré sacar el extracto con la dirección a ver si es posible

There is no way, it doesn't give me the option to do it

No hay manera, no me daa opción de hacerlo

Will you be able to provide any other of the requested documents the casino representative mentioned? A utility bill, bank/credit card statement, tax invoice, or another government-issued residential statement/certificate, which is no more than 3 months old. Unfortunately without passing the verification, you won't be able to withdraw as KYC verification is an integral part of the industry to prevent money laundering and abuse.

Thank you for your cooperation!

Dear Crist05pv,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.