HomeComplaintsMyStake Casino - Player is unable to complete address verification.

MyStake Casino - Player is unable to complete address verification.

Amount: €60

MyStake Casino
Safety Index:High
Submitted: 30 Aug 2023 | Case closed : 13 Sep 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Spain is unable to verify his address for withdrawal purposes as he lives with his parents and has no bills under his name. He has requested to reset his verification but was told it's not possible. The player stopped responding to our questions and comments, so we rejected the complaint.

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1 year ago
Translation

I live with my parents and have no way of verifying the address to withdraw money. I have asked for my verification to be reset so I could use my ID for address verification and my passport for personal verification, because I don't have any bills under my name. But as always, they've told me that it's not possible. So what way do I have of withdrawing my money?

Automatic translation:
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1 year ago

Dear Issmael09,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with MyStake Casino. 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. I have checked the casino's KYC section and this is the information the casino requires from its players:

Clients go through an automated verification process where they submit:

Name;

Email address;

Date of birth;

Copy of ID/Passport/Driver’s license;

Proof of residence (bank statement, Utility bill, similar – not older than 6 months).

Could you please advise if you have any official document containing your address that you could provide the casino with? E.g. a bank statement with your full name and address or any other bill? Have all of your other documents been verified?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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1 year ago

Dear Issmael09,

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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1 year ago

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.

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