MyStake Casino - Player has an issue with account details.

Hello, I need to change the email address on my account due to a mistake in one letter. Could you rectify that for me so I can withdraw money?

Dear corojavito60,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're facing with updating the email address on your account.

To assist you better, could you please provide more details regarding the process you've attempted to change your email address?

• Have you contacted customer support or utilized any specific methods provided by the online casino to update your email?
• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Were your winnings accumulated with or without an active bonus?

Please feel free to forward any relevant communication to petronela.k@casino.guru.

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,

Petronela

Hello good morning

. Unfortunately I don't know how to update the email.

I created the account about a week and 3 days ago and I still need email verification. I already have the ID and facial verification ready.

.Winnings were accrued without an active bonus

I need to correct that error please because I have earned a certain amount of money that I need and I cannot withdraw it

Hi corojavito60,

• Can you please clarify whether your winnings were accumulated with or without an active bonus? In your response, you mentioned without, but the forwarded email implies that you were playing with an active bonus.
• Have you directly contacted the casino to request a change in your email address?

Thank you.

Yae contact someone from the casino Thank you

Hello corojavito60,

• Could you please clarify whether your winnings were accumulated with or without an active bonus? In your response, you mentioned without, but the forwarded email implies that you were playing with an active bonus.

Thank you.

I loaded money and played, I didn't activate anything

Thank you very much, corojavito60, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear corojavito60,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a MyStake Casino representative to join this conversation and participate in resolving this complaint.

Dear MyStake Casino,

Could you help the player with editing his email address?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello corojavito60,

Regarding such issues, you should contact kyc@mystake.email

Kind regards

Hello corojavito60,

Could you follow the casino's instructions and let me know once you do that?

I'll be awaiting your reply.

Dear corojavito60,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.