MyStake Casino - general discussion (page 5)

Hello there,

sadly it happens. I hope the issue will be resolved soon. Let us know when it's done, please.

Hello, I encountered a negative result for the proof of residence, I wrote an email to kyc and in the meantime it won't let me try again to send the proof of residence, how can I do it?

Hi there.

So the document you sent as proof of residence has been rejected, right? Well, I guess that you should ask the casino what seems to be wrong with it, are you sure you sent exactly the proper document the casino had asked you for? It's very important 🤔

Hi, I've been trying to verify my mystake account for over 3 days. Not knowing that it was also necessary to verify the residency I used the ID card to verify the identity and now I'm having trouble finding a document to verify the residency. I have tried two different card statements but the verification is always declined. I saw that there are some similar threads on this site that have been resolved. Can someone help me?

Hello,

just to understand the situation correctly, do you currently live in a different country/address than the one that is provided on your IDcard or equivalent document?

Normally a sort of utility bill is accepted as proof of address. I would ask the casino which document they need to verify you, or what seems to be wrong with the card - bank statement.

For example, my banking statement shows the bank's credentials as well as my full address - my permanent residence, which is the same that the one on my ID card - so it's confirmed. However, I do not currently live at my permanent residence address, so the utility bills show a different address.

Is this the case maybe?

I'm sorry to say that, but we allow casinos 14 full days to complete the verification and send the money. Meaning, you are welcome to submit a complaint, but you'll also have to wait till the allowed period ends.

Let me know how you're faring soon.

Hello, in no particular case my address coincides with the one on the document.

Well, this should cause the problem.

I would ask the casino what document is necessary in this case. I'm sorry you have to wait these 14 full days, but I would try to find the solution on my own, till the period runs out.

Can you try that, please?

Hello Radka,

I just asked to open my complaint again.

The problem with mystake they have blocked my account for investigation since September 5, 2022. They set the date of December 23, 2022 to give the results then they extended for a week and until today I don't have no answer. It is shameful

Hello there,

that is truly an unbelievably long investigation... You did the right thing, and I hope we will get some feedback from the casino. My fingers are crossed! 🤞

I think it's still ridiculous that we come to this, they don't answer and promise things without keeping their words.

I hope casino guru will quickly reopen the complaint

Have you already informed Matej, please? If not, kindly do so, would be good to send him the statement right away.

The problem is solved Radka so please don't open the complaint here thanks ❤. You re great person always here

Hello Nackezer,

so you got all the winnings in the end? That's great, my best congratulations!🎉🎉

I hope that this was the longest withdrawal issue, and will not be repeated... 

Stay well, and visit us with your (better) experiences 😉

Good morning after solving the residence certificate problem, I am having a problem with the withdrawal, in a nutshell I made the withdrawal yesterday evening this morning I received an email from assistance telling me that I had to verify the identity of two credit card numbers credit that are not mine, I contacted the assistance saying that these two card numbers do not belong to me and now I am waiting for their reply, do you know how I should behave please

Hello,

since I'm not sure what has happened I feel that the best you can do now is to cooperate with the casino and wait for a reply.

There is always a chance that kind of human error occurred and there will be no issue with that later.

Just to make sure that all is ok, let me know as soon as the casino updates you, please.

Hi, I tried to withdraw from my mystake account, only after I noticed that I wasn't verified and then I tried the residence verification, unfortunately I couldn't complete it because I couldn't attach more than one photo.

Now I was told to write an email to the support team (kys@mystake.email) which I did but still not getting anything.

Can someone help me? I would be very grateful.

Good day

To be clearer, I'm attaching a photo



Hello,

even though I do not know what the app is saying (can you paste the text to the post directly, please), I think it was a good idea to follow the suggested email address. Make sure you used the correct one "kyc@mystake.email"

It just possibly takes some time to respond to your email, I'd say. Give it a few more days and let me know about the progress.

Hi,

First of all thank you for the support, now I'd like to share you the answer the casino sent me. (I'll paste it here)

---------‐------------------------------------------

Greetings,

Thank you for contacting us.

Please note that the only way to verify your document is via the website.

Please provide a valid proof of address. It should meet the following requirements:

it could 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.

Please note that we don't accept screenshots, mobile phone bills, medical bills, purchase receipts, or insurance statements.

You can use your ID document as proof of address if it contains your home address information. But in this case, you will need to provide another ID document as your proof of identity. You can't use the same document to prove both your address and your identity.

Best Regards,

----------------------------------------------------

So, I've got a few questions, I have only one ID document and it shows the residence address but at the same time it is my only ID document how can I verify my residence if every government-issued residential statement I have are not in my name (I live with my parents) and also how could I l send them the documentation without taking photos? should I scan the documents? Maybe I can use the bank/credit card statement for the residence address verification? but I don't really know what it means for it.

Sorry for the messy text but I really don't want to get it wrong this time.

I look forward for your response and thank you so much for your time.

My partner has used my details to open an account at Mystake and deposited over £1,000 of my money. This site is not registered in the UK so I believe it shouldn’t accept customers from the UK. My details are registered with GAMSTOP as he has done this previously and I do not gamble. If I email them am I likely to get a refund?