The player from Spain was struggling to verify his residence to an online casino as he lived with relatives and didn't have any bills in his name. Despite providing current documents, his residency was not confirmed. The player had been trying to verify his account for about 3 days and had already verified his identity and email. However, the casino rejected his proof of residency documents. We asked the player for further details and to provide the communication between him and the casino, but the player did not respond. Therefore, we were unable to investigate further and had to reject the complaint.
MyStake Casino - Player experiencing problems with address verification.
Amount: €50
MyStake Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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9 months ago
Translation
Hello, I'm having trouble verifying my residence, as I don't have any bills because I still live with relatives. I've sent a series of current documents showing my current address, including my ID, but it still hasn't been able to be verified.
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9 months ago
Hello Danigs93,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
Hi there,
I've been trying to verify the account for about 3 days.
I have already verified the proof of identity and confirmed the email, I only need proof of residence, because it asks for some documents which I do not have.
I had presented them with other similar documents justifying my residency but they did not accept them, so that is why I cannot complete the account verification.
I know the process can take several days, but in this case they rejected the documents I submitted very quickly.
All the best.
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9 months ago
Hello Danigs93,
Did the casino specify why was the document rejected? Did you try to resend it in a different format or with more details included?
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9 months ago
Translation
They simply say that it is of no use to them, that they need another type of document which I do not have. And it seems strange to me that it is to confirm residence when on my ID, and on the rest of the documents, it says the residence where I live.
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9 months ago
Hello Danigs93,
Please forward the communication between you and the casino to nikolas.b@casino.guru. Which documents did they request which you do not have?
