HomeComplaintsMyStake Casino - Player is struggling to verify.

MyStake Casino - Player is struggling to verify.

Amount: €50

MyStake Casino
Safety Index:High
Submitted: 29 Dec 2022 | Case closed : 20 Feb 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Italy was experiencing difficulties with the verification of her account, as the documents she submits are not accepted. The player has stopped responding to the complaint, and it was closed as "rejected".

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1 year ago
Translation

Hi I can't verify my account regarding the residence yet I sent a lot of files where my name and surname and home address were written but it is not accepted in any way how can I do ??

Automatic translation:
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1 year ago

Dear Alefe,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that the proof of address document is the last obstacle for you to complete verification in the casino? Could you advise what kind of documents did you send for this purpose? Were these documents in the format the casino requires?

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,

Tomas

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1 year ago
Translation

Yes, I have sent several including my bank statement

other documents in which name and surname and residence address were clearly read but nothing now blocked me from being able to try again because I would like to try again by inserting my identity card as a residence document this time since I entered my driving license as document verification

only that I have sent several emails and no one is answering me to unblock me or anything else now I have also sent an email with my identity document to see what happens

in any case, yes. The only problem it gives me is that of authentication of residence. For the rest, I'm fine with everything

Automatic translation:
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1 year ago

Alefe,


When exactly have you submitted the last document to the casino? Would you be able to forward me any relevant communication between you and the casino to tomas@casino.guru?

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1 year ago
Translation

Yes, I'll send you everything right away

Automatic translation:
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1 year ago

Hello Alefe,


I haven't received anything from you yet. Did you send any supporting evidence to tomas@casino.guru? I'll look forward to your reply.

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1 year ago
Translation

Yes, I sent you an email, now I'm sending it to you

Automatic translation:
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1 year ago
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If it doesn't come to you again can you kindly let me know

Automatic translation:
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1 year ago

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

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1 year ago

Dear Alefe,


I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.


Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.


Dear MyStake Casino,


Could you please state why the player's withdrawal account has not yet been verified?


Thank you in advance for providing the information.


Kind regards,


Stefan

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1 year ago
Translation

Thank you Stefan you are very kind we hope to receive an answer because I sent both the identity card among the photos of the residence document The extract against where the street was written and everything in all the photos reads very well my address residence but they really don't accept me I've been trying for two weeks among other things they block my profile and I can't try again with the same photos

Automatic translation:
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1 year ago

Hello,


We are sorry for this issue. As we have checked, the user has left to verify her address. Our proper department will contact her via Email, please follow the instructions and hope it will be solved soon.


Best regards,

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1 year ago

Dear Alefe,


Please follow the casino's instructions and let me know once you get your account verified. Thank you very much in advance.


I am looking forward to your response.


Kind regards,

Stefan

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1 year ago
Translation

Okey, I'll wait by email and I'll let you know if I get back to you

Automatic translation:
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1 year ago

Mi hanno scritto ciò Please be informed that your identity documentation has been verified. To complete the verification process, the address documentation has to meet the following requirements:  - this could be a utility bill, bank/credit card statement, tax bill, or another government-issued residency statement/certificate dated no more than three months.


 Please note that we do not accept screenshots, cell phone bills, medical bills, purchase receipts, or insurance statements.

Ma io ho già mandato la carta d identità e niente

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1 year ago
Translation

I tried to send the double-sided identity card in two separate photos but nothing that is really I'm getting tired I tried them all

Automatic translation:
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1 year ago

Dear MyStake Casino,


Could you please help the player verify her account?


Thank you very much in advance.


Kind regards,

Stefan

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1 year ago

Hello,


The documents didn't contain the information, which is necessary for the verification. Our team will contact you again and please follow their instructions.


Best regards,

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1 year ago
Translation

Hi Stefan I solved it because I registered my mother but now I have another problem I asked for a withdrawal of 60 euros the payment was accepted but nothing appears on the card

Automatic translation:
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1 year ago

Dear MyStake casino,


Could you please state why the player's withdrawal has not yet been paid out and when she can expect the payment?


Thank you in advance for providing the information.


Kind regards,

Stefan

Edited by a Casino Guru admin
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1 year ago

Hello,


Can you please let us know the username of the account on which you requested a withdrawal?


Best regards,

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1 year ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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1 year ago

Hello,


As we have checked, the recipient bank rejected the withdrawal. We kindly ask you to use other payment options except SEPA or SWIFT.


Best regards,

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1 year ago

Dear Alefe,


Could you please choose another payment option and let us know here?


I am looking forward to your response.


Kind regards,

Stefan

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1 year ago
Translation

In reality, the only one would be the bank transfer

Automatic translation:
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1 year ago

Dear Alefe,


In that case, I suggest you contact your bank and ask why they rejected the payment from the casino. The casino has no power to persuade your bank to receive the funds from the casino.

Another option would be to check the withdrawal options in your casino account. For example, you can create an e-wallet, verify this option in the casino and withdraw the funds.


Thank you very much for your understanding.


Kind regards,

Stefan

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1 year ago

Dear Alefe,

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.

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