MyStake Casino - Pelaajan kotiutus viivästyy henkilöllisyyden varmentamisen vuoksi.

When I fight withdraw from my state casino what happens is they've asked me for an ID card I submitted a citizens card that is issued in the UK and is government recognized but telling me I need a UK ID card whereas in UK we do not get issued ID cards if you're a UK resident I'm explaining this to them multiple times and I've asked them what it is they actually need and all they keep saying is an ID card and until I can get this sorted my hundred pounds is just sitting in there doing nothing and it's very frustrating can you help me please

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Dear Bengs,

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 providing UK ID seems to be the only issue? Has the casino approved the rest of your documents?  
• Have you reached out to customer support for clarification on their ID requirements?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

Dear Bengs,

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,
Katarina
Casino.Guru