The player from Spain had faced an issue with MyStake Casino when his account was blocked after he attempted to withdraw his winnings of 123€. The casino had requested identification documents and proof of his home address for verification. Although the player had provided the required documents, he was unable to verify his address, resulting in the account remaining blocked. The player had claimed to have exceeded the document submission limit as none of his address proofs were validated, and had been waiting for a response for 2 days. Despite our efforts to reach out and extend the timer for a response, we did not receive any further communication from the player. As a result, we were unable to proceed with the investigation and had to reject the complaint.
MyStake Casino - Player’s account has been blocked due to unverified address.
Amount: €123
MyStake Casino
Safety Index:Very highPlayer stopped responding
REJECTED
Case summary
HELLO, MY NAME IS JOSE, I WOULD LIKE TO FILE A COMPLAINT HERE AS I AM NOT RECEIVING RESPONSES TO MY EMAILS. I REGISTERED ON MYSTAKE, WON 123€, BUT WHEN I TRIED TO WITHDRAW MONEY, MY ACCOUNT WAS BLOCKED. THEY ASKED ME TO UPLOAD MY ID AND ANOTHER DOCUMENT WITH MY HOME ADDRESS, LIKE A UTILITY OR PHONE BILL. THE PROBLEM IS I DON'T HAVE ANY SUCH DOCUMENTS TO VERIFY MY ADDRESS, THE ONLY PLACE MY ADDRESS APPEARS IS ON MY ID. WHEN I UPLOADED SOME DOCUMENTS HOPING THEY WOULD BE ACCEPTED, THEY BLOCKED MY ACCOUNT AND AREN'T RESPONDING TO MY EMAILS. IN CONCLUSION, THEY'VE KEPT MY 123 EUROS. I'LL SEND SOME PHOTOS FOR VERIFICATION.
Hello manzanerajose97,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
My email address and my National ID document were approved, the account was blocked when I sent documents proving my home address, and since I sent several documents to see if any were validated, since none of them were validated, I exceeded the sending limit. of documents and the account was blocked... I have been waiting for a response for 2 days and I have not received it by email.
Could you please advise since when exactly is the verification process ongoing?
