MyStake Casino - Player has been accused of providing falsified documents.

On May 21, 2021, I registered and made a deposit of $ 350 from my bitcoin wallet (equivalent to 9.5 mBtc) to receive a 170% bonus up to $ 600. On May 27, 2021, the funds were credited to my account and I received a bonus, and on the same day I decided to play my favorite game Secret of the Stones with a bet of 25 euros. I couldn't believe my eyes when I won $ 38,631.03, it was the happiest day of my life. I fulfilled all the wagering requirements of the bonus according to the bonus rules of the casino, playing games 1429 Uncharted seas, as well as 888 Dragons. Of course, I understood that such a win would be taken quite seriously by the casino in terms of player verification, so I expected the casino to ask for certain special conditions to verify my identity, but I was not too worried because I read a lot of positive reviews about it casino. There were three stages of verification: in the first stage the casino requested ID, in the second stage they requested a selfie with a paper sheet with my name and current date on it and in the third stage - a video in which I tell my name and current date. After each of the stages, I received approval of my account and even received the first payments for my own bitcoin wallet: June 10, 2021 - $ 5,000, June 11, 2021 - $ 2,500 and June 18, 2021 - $ 5,000. After that, I was waiting for further payments, but received a message from the casino that my documents had been falsified. I tried to get an explanation from the casino, but my efforts were in vain. I have not falsified anything and I am ready to prove it under any circumstances. I am very disappointed with the behavior of the casino, and I expect that you will help me get back the rest of my winning

Hello Geli,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Would you be so kind and send me all the relevant communication between you and the casino together with any other supporting evidence, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I sent you all the emails from casino that I could find. I hope I did not miss anything. Please let me know in case you need anything else.

Thank you very much Geli for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Geli,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite MyStake Casino to the conversation to participate in the resolution of this complaint.

Dear Casino Guru Team,

Thank you very much for your email and efforts to resolve this dispute which has arisen between our online casino and the respective user.

Please be informed on the following:

Our enhanced due diligence carried out with regard to the mentioned user has shown that the user had two accounts – one account on our brand "Mystake" and another one on – "Roulette".

The fraud and compliance team which has been verifying the identity of the user for the purposes of carrying out the remaining payout has discovered the following circumstances: The user has provided our company with selfies of two (obviously) different persons holding one and the same ID card. Therefore, it is obvious that the user has provided our company at least on one count with a false selfie/identity document.

According to the rules of our casinos, in case of submission of false documents the withdrawal can be refused/account terminated (see the attached photo).

Please be informed that we are ready to provide the respective proof consisting of the documentation provided by the user if the user gives its approval.

Please share our position with the user.

We hereby assure you that we adhere to the highest standards of fair play – It has never been our intention to treat one of our clients unfairly as it might seriously damage our reputation and as you know the reputation is priceless in this business.

Unfortunately, we have an irreputable proof that the client has provided us with false personal data, therefore, we are even entitled to claim back the funds transferred to the user in the amount of 12,500 USD.

Looking forward to hearing from you soon.

Dear Mystake Casino team,

Thank you for your reply.

Dear Geli,

Do we have your approval to request the aforementioned evidence from the casino?

Yes, sure you have my approval! I really have an account in both casinos but I always provided selfies from me. There can not be any other person holding my ID. I would also like to know what photos in their opinion do not belong to me.

Thank you Geli.

Dear Mystake Casino team, please provide all relevant evidence, it can be sent to my email address: peter.m@casino.guru, thank you.

Dear Casino Guru Team,

We have already sent the relevant evidence to you at the indicated e-mail address.

Thank you Mystake Casino team for the email. The difference between the two pictures is quite noticeable. When was the first (younger) picture taken?

If you show me the picture I can tell you when it was taken. But you should be able to see when the picture was taken in the properties of the photo.

The first photo (the younger one) was sent to us on 2021/06/18.

The second photo (the older one) was sent to us on 2021/06/24.

Thank you MyStake Casino for the reply.

Dear Geli,

If you sent the first picture on 2021/06/18 and the second one on 2021/06/24, there is no way that your appearance would change this much in 6 days. I'm afraid your complaint will be rejected.

Dear Peter, thank you for sending me the picture. Now at least I understand where the problem is. This picture was taken in ‎Dezember ‎2019 and was saved in my computer. Usually I don't make new photos but send one and the same selfie when requested. After casino requested a selfie with paper and date I made a new one. On both photos it is me, so there is no fraud and no falsification attempt from my side. Casino could just show me the photo and ask when it was taken. And yes my appearance changed but not in 6 days but in many months. I had a serious disease and was long time in the hospital. I lost a lot of weight and sometimes I am even ashamed of my appearance. But nevertheless it is me. I sent my personal photos in both cases. But one was old and another one was my actual appearance. Casino doesn't have a right to accuse me because of my appearance. They can hire an expert that will prove that the person on both photos is the same person. I am ready for any checks they can request because I am telling the true.

Hi Geli,

Thank you for the emails. I will wait until you gather all necessary evidence proving that it actually is you on both pictures.

Hi Geli,

Thank you for the email and screenshots. Now we should be able to prove to the casino that it's actually you on the pictures.

Dear MyStake Casino team,

As mentioned above, Geli uploaded an old picture of her which wasn't the best idea of course, but she applied for a new ID and now she received it. If she was a fraud, she wouldn't be able to get a new ID with the correct data. I believe this proves that it's her on both pictures and her account can be verified.

Peter, hello!

Could you send us the received evidence via e-mail?

Dear MyStake Casino team,

I sent you an email with attachments.

Dear Mystake Casino team,

Thank you for your reply. Unfortunately, we can't accept your decision. We are strongly convinced that the time for the players' verification shouldn't be limited this way and consider it to be unfair. Geli had a new ID made so that she can prove that she is no fraud, therefore she should have the option to finish her verification.

Dear Casino Guru team,

In accordance with your instructions, even though the reasonable time limit set forth in our Terms and Conditions has expired, we once again authorize the user to submit additional documentation for verification - a modern driver's license or passport so that we can finally identify the person.

Dear Mystake Casino,

If you give me some time I can request a new driver's license or passport. I have to check first how long it can take and I hope you will not limit the time.

Thank you MyStake Casino team for giving Geli a chance to verify her account.

Dear Geli,

Please try to have one of those documents done and provide them to the casino ASAP. I will set the timer to 14 days, please keep me updated.

Dear Peter,

I have already applied for a new document. It can take about four weeks for the document to be ready.

Hi Geli,

I see, I will set the timer to 28 days then.

Hi Geli,

Has there been any news? Have you received the required document for identification?

Yes, I have received my new driver's license already. I have sent the photos to your email.

Thank you, Geli, have you sent or uploaded the pictures of the driver licence to the casino as well?

No, my casino account was blocked so I can not do it. Can you please provide the photos to casino?

I'm afraid, I can't forward your personal data to the casino, we will ask the casino to unblock your account.

Dear Mystake Casino team,

Could you please make Geli's account accessible so that she can upload the pictures of her new document?

I have also sent the photos tocasino email.

Dear Casino Guru team, 

We would like to confirm that we have received the new documents from the user as well as the old one. 

At this point we have already contacted the German authorities in order to determine whether the provided documents are valid or not. As we have been told, the investigation process might take from 3 to 6 weeks.

Now we will wait for the inference from the German authorities and only after that will we be able to make the final decision regarding the disputed amount. 

As soon as the expert team will let us know that the new documents provided by the user are real, we will unblock the aforementioned user and she will be able to freely withdraw the amount from her account.

Thank you MyStake Casino team,

I will set the timer to 28 days and will be looking forward to hearing from you.

Dear MyStake Casino team,

Has there been any news?

Hello Casinoguru team, 

We are near the end of the ongoing investigation regarding the validity of the provided documentation. In addition to all the documents the user provided us with, we need to request a certificate that will have the information about the user's health over the years included in it. It will be the final step of the process so we suggest the user to follow up on this matter shortly.

According to her statement, she had a serious disease that caused the change of appearance. We require proof of her sickness. 

Dear MyStake Casino team,

Thank you for your reply.

Dear Geli,

I believe you already know about the casino's request. Please let me know when you provide the document to the casino so that we can proceed to the (hopefully) final stage.

Hello,

Also, we require several photos of the user, at least 2-3, taken from 12.2019 to 06.2020 on which we can clearly see the process of losing weight.

Fortunately, that will be the final phase to close the case.

Dear Geli,

Have you sent all the required documents to the casino?

Sorry for my late reply. I have just sent the documents to casino and to you in CC.

Hi Geli,

Thank you for your reply and email. I hope there will be no more obstacles between you and your winnings. Let's wait for the casino's response.

Hi Geli,

Thank you for your reply and email. I hope there will be no more obstacles between you and your winnings. Let's wait for the casino's response.

Hello Geli,

On the basis of provided documents, we found out that you have different residential addresses. Hence, we require any documents confirming your legal and factual addresses. On top of that, please provide your birth certificate.

I have sent you the documents.

Hello Geli,

Your surname from the birth certificate doesn't match your current one. Please provide a marriage certificate or any evidence that clarifies the reason for the different last names.

Also, there are different factual addresses on the documents provided. Could you specify the details of when you changed your residence and send us any possible document confirming the date of an address change?

Listen, this is getting ridiculous. It seams to me that every time you request a new document from me just to pull the time. You made me make 2 new ID's. It was not enough and you requested birth certificate. Its ok, I can understand that. Now you are asking about my birth name and requesting marriage certificate but if you take a look on my ID you will see my birth name and also my updated address on the back side. So you don't need any other profs, because you already have them. I am ready to provide you more documents but I don't understand what you want to check or prove. You were not sure that I am the person on the selfie. I have proven with my documents that it was really me. Regarding my address I don't remember when exactly I changed it. I had a lot of other problems to think about and It was necessary at that time.

Dear MyStake Casino team,

I fully agree with Geli. You have all the possible information and evidence that you need. Her birth name and new address are obviously displayed on the new ID. The complaint was opened in August last year, it is time to move on and pay the winnings.

Hello,

I understand that the process can be exhausting for all involved, however, we need to fully ensure that she is the rightful person to receive the requested winnings. 

Since we detected that the user has different surnames on a birth certificate and ID card, we required a marriage certificate. It's the final stage, so please elaborate on that. 

Once again, I declare that if the user provides the document showing the reason for changing the last name, she will be free to withdraw winnings. 

Dear MyStake Casino team,

Even though I think you received enough evidence, Geli is willing to send you the marriage certificate. I hope there will be no further requests and delays.

Dear Geli,

Please let me know when you send the document.

I have sent the requested document.

Hello Peter and Geli,

Thanks for the cooperation and for completing the procedures required. We reviewed all the documents Geli provided us and we identify her as a legitimate person to receive the winnings. She proved her innocence and we have no longer doubt about documents being forged.

Therefore, the case has been resolved and the user's Mystake account has been reopened. She can withdraw funds in accordance with weekly and monthly limits.

Thank you MyStake Casino team for the update.

Dear Geli,

Congratulations, it's finally over! 🙂 Please let me know when you receive your winnings.

I am very happy about that and already requested a first withdrawal. Since casino has withdrawal limits it can take some time to withdraw the whole amount.

I have only one question to casino representative. As you told me some time ago Roulette casino belongs to you as well, right? Will you unblock my account there as well?

Dear Geli,

That is good news. Please let me know when you receive your winnings and/or when we can consider the complaint resolved.

Hi Geli, has there been any news?

I have received the first part of my withdrawal already and requested the next part.

Hi Geli,

I'm glad to hear that. I will get back to you in 14 days and I hope you will receive the rest by then.

Hi Geli,

Has there been any news?

Hello. I received two withdrawals already and requested a third one. I still need about 2-3 weeks to get the rest of the money.

OK Geli,

Do you want me to keep the complaint open until then or can I close it as resolved?

Dear Geli,

We are extending the timer by 7 days. Please let me know if we can consider your case resolved.

Keep it open please. I will let you know when I receive the last withdrawal. It should be soon now.

Hi Geli, is there any news?

I received my win and want to thank you all. I appreciate your help.

Dear Geli,

I'm glad to hear that you finally received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter