The player from Italy has completed the necessary verifications for the casino but continues to face requests for additional documentation, including a bank statement that shows the last four digits of their card along with their name.
MyStake Casino - Player experiences delayed verification requests.
Amount: €500
MyStake Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for player to reply
2d 19h 58m 25s
Case summary
4 days ago
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2 weeks ago
Translation
Despite completing the verifications they requested, they are still asking. Please note that since the card does not contain your name, please provide a bank statement that will include at least the last 4 digits of the card, as well as your name.
If the statement does not contain your card's digits, we kindly ask you to provide a statement that will include all the deposits you have made on our website with the requested card.
Please note that it must be a PDF format of the statement issued by a bank or downloaded from the banking app.
Automatic translation:
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2 weeks ago
Dear nicolareale93,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify why your card doesn't contain your name? Does it belong to someone else, or has the card been made without your name on in?
- Did you provide the bank statement in the format requested by the casino?
- 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 very much in advance for your reply.
Best regards,
Kristina
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2 weeks ago
Translation
Maybe I got the bank account format wrong
Automatic translation:
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1 week ago
Thank you for your reply, nicolareale93. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
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1 week ago
Translation
I sent a photo of my card, front and back, and wrote the name of the cardholder on the email, but maybe it shouldn't have been sent in that format.
Automatic translation:
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4 days ago
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.
nicolareale93 has 2d 19h 58m 25s to reply
