MyStake Casino - Player is dissatisfied with the lengthy verification procedure.

Greetings.

I won money, I put on withdrawal, I was given verification, I threw them my documents, and I was told that they would be taken care of by their department.

I have been waiting for more than 2 days and have not received an answer

I think it is a long time and they do not verify me on purpose at once but this will not give them anything I am not going to lose money and will do everything possible that depends on me to take them away

Dear hazievgurban, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

1) Yesterday, I sent a video of me holding my passport and saying my nickname, name and date

2) Yes

As I mentioned in my first reply, the verification procedure may take longer than a few working days. "Before we reach out to the casino, could you please let us know if you received any response from them in the meantime? Please forward me any communication between you and customer support that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.

Sent

Thank you very much, hazievgurban, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello, hazievgurban!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello,

The verification process has been passed successfully and the user has withdrawn his winnings.

Kind regards

Thank you!

hazievgurban, please, confirm that you have received your funds.

Affirmative. But I had to wait 2 weeks for their confirmation, and that seems like a long time to me.

Dear hazievgurban,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team