HomeComplaintsMyStake Casino - Player is struggling to complete account verification.

MyStake Casino - Player is struggling to complete account verification.

Amount: £1,500

MyStake Casino
Safety Index:Above average
Submitted: 23 May 2023 | Resolved : 26 May 2023
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from the UK is experiencing difficulties completing account verification in the casino. The player confirmed the issue was resolved.

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1 year ago

Good Morning,


Had a previous account but requested deletion of the account via live chat and had confirmation this was done as couldn’t log into it, then decided to change my mind as couldn’t log into it made a new account and made multiple deposits, went to withdraw some, however KYC is saying my validation documents are linked to another account, even though that account shouldn’t exist and should be closed as requested on chat???

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1 year ago

Dear Liam728282,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Could you please advise when did you ask your account to be closed and how did the casino inform you about its closure?
  • Could you please explain what was your previous activity on your previous account? (bonuses, successful withdrawals)
  • Did you contact the casino in order to try to reopen your original account, or did you inform them you wish to open a new account on the website?

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,

Tomas

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1 year ago

Hi Thomas,


thank you for your reply,


  1. This was done on live chat and asked the account to be deleted not closed. (This was actioned on immediately as couldn’t login)
  2. General deposits and withdrawals, I was in a net profit on the account but said I wanted it deleted as a one off.
  3. As I assumed the account was deleted as requested I created another one.


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1 year ago

Hi, I can confirm their KYC team has been in touch since and I have been assured that the previous account is deactivated and the account will not have any complications moving forward and I have been successfully verified.

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1 year ago

Dear Liam728282,

I am glad to hear your account was verified and you were allowed to use it going forward. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru

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