The player from Italy is experiencing difficulties with their residency status, causing problems in withdrawing winnings via a SEPA transfer. Their account has been blocked due to an unverified identity. We rejected the complaint because the player didn't respond to our messages and questions.
MyStake Casino - Player's account blocked due to residency issue.
Amount: €300
MyStake Casino
Safety Index:HighSafety Index
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I'm having an issue with my account! I should be able to deposit the winnings via a SEPA transfer onto my card... however, I'm having issues with my residency status. I tried to submit my residency but now it's been blocked and I get this message: "Unfortunately, we were unable to verify your identity."
However, machines can also make mistakes. If you believe the error is on our side, please contact our support team."
Could you please assist me? I would like to collect my winnings.
Automatic translation:
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1 year ago
Dear Micheleetyson,
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.
Do I understand correctly that verifying your Proof of Residency seems to be the only obstacle standing between you and your winnings?
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,
Petronela
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1 year ago
Dear Micheleetyson,
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
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
