Romna, you too should understand that the verification process is the most important process to verify a player's identity in most online casinos. Casinos take this process very seriously and based on the fact they cannot perform this process personally and meet with the players face to face, all the requested data and/or documents are requested legitimately. In addition, you had enough time to translate the necessary instructions during the verification process to your language if anything was not clear, but you still did not meet these requirements and you sent incorrect and untrustworthy data to the casino several times. In some cases, for some unexplained reason, with a few days delay. Despite all these indicators, the casino was willing to cooperate and, from their goodwill, allowed you to verify yourself. It even tried to agree on a verification video call, giving you another chance for verification. You got only one requirement from the casino, and you failed to provide it with the needed information.
Unfortunately, after gathering all the necessary information and data, we are rejecting this complaint because the player failed to cooperate and provide the necessary data for moving the case forward and kept preventing the casino from taking the necessary actions. There is nothing else we can do to help.
Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
Once the player provides us with sufficient evidence of their cooperation, the complaint can be reopened.
If the player is not satisfied with the complaint solution, I recommend she consult the gambling authority that the casino is regulated by.
Thank you very much, MyStake Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.Guru
Romna, you too should understand that the verification process is the most important process to verify a player's identity in most online casinos. Casinos take this process very seriously and based on the fact they cannot perform this process personally and meet with the players face to face, all the requested data and/or documents are requested legitimately. In addition, you had enough time to translate the necessary instructions during the verification process to your language if anything was not clear, but you still did not meet these requirements and you sent incorrect and untrustworthy data to the casino several times. In some cases, for some unexplained reason, with a few days delay. Despite all these indicators, the casino was willing to cooperate and, from their goodwill, allowed you to verify yourself. It even tried to agree on a verification video call, giving you another chance for verification. You got only one requirement from the casino, and you failed to provide it with the needed information.
Unfortunately, after gathering all the necessary information and data, we are rejecting this complaint because the player failed to cooperate and provide the necessary data for moving the case forward and kept preventing the casino from taking the necessary actions. There is nothing else we can do to help.
Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
Once the player provides us with sufficient evidence of their cooperation, the complaint can be reopened.
If the player is not satisfied with the complaint solution, I recommend she consult the gambling authority that the casino is regulated by.
Thank you very much, MyStake Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.Guru
Edited by a Casino Guru admin