The player from Argentina had been unable to verify his identity, despite having provided photographs and completed a facial scan. The player managed to resolve the issue independently. Upon confirmation of the issue's resolution, we had marked the complaint as 'resolved' in our system.
MyStake Casino - Identity verification delays player’s withdrawal.
Amount: $7,540 ARS
MyStake Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
Hello there! I have contacted you as I've noticed how efficiently you tend to resolve issues. My problem is that my identity cannot be verified. I am getting an error notification, even though I already did what was required; I sent photographs of my identification and completed a facial scan. That's when I encountered the issue. I communicated using the email address provided in the notification. However, the problem is that I need to withdraw my money as soon as possible. If you could assist me, I would really appreciate it.
Automatic translation:
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4 months ago
Dear horacioguarani,
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.
- After you contacted the casino at kyc@mystake.com, what recommendation have you received?
- Did the casino cite any specific issues with your submitted documents?
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,
Tomas
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4 months ago
Dear horacioguarani,
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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4 months ago
Translation
Hello, I already solved it. Thank you
Edited
Automatic translation:
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4 months ago
Dear horacioguarani,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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