The player from Italy faced account closure due to a dispute over proof of residence after changing addresses. The casino claimed he provided false information, although he asserted that his details were correct and requested to update his address. He sought assistance to reopen his account and complete his withdrawal. The issue was resolved as the Complaints Team concluded that without proof of residence, they were unable to mediate further, resulting in the closure of the complaint.
MyStake Casino - Player's account has been closed over address dispute.
Closed
Our verdict
Other
Amount: €300
MyStake Casino
Safety Index:Very highCase summary
Discussion
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1 year ago
Translation
Good morning, I encountered an issue with my personal data regarding the proof of residence required to withdraw money from my account, and I wrote an email to KYC stating: "Good evening, I need help withdrawing my money from the MyStake casino account. The only thing preventing me from doing so is the proof of residence since I changed my address some time after entering my old residence on the account. My new address appears on my bank statement and doesn't match the one on the casino account. I was wondering if it would be possible to change the residence address on the account. Thanks in advance." However, they claim I violated the terms by entering false information of another person, which is not true, as all my details are correct. If needed, I can send a photo of myself with the date and time taken to verify that the documents I submitted are indeed mine. Despite this, they closed my account without concrete evidence that I was using false information, when in fact, I used my own documents. The reason for my email was merely to ask if it was possible to change the address on the account since I have moved, and my 2024 bank statement, which I need to provide as proof of residence, shows a different address from the one registered on the account. Moreover, from what I found online, another person had the exact same issue two years ago, which was resolved with your help through Casino Guru. I can also attach the link. I hope you can help me reopen the account and, if possible, change the address. Thank you, and have a nice day.
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1 year ago
Dear kaairo,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Do you have any old documents that could prove you previously resided at the address listed in your casino profile? Alternatively, do you have any official documents showing that you initially lived at one address and later moved to another?
Could you specify the exact date when you opened your MyStake Casino account and the date when you changed your permanent address?
Have all your other documents been approved during the KYC verification process?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance or your reply.
Best regards
Veronika
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
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1 year ago
Translationhello, unfortunately I do not have proof of residence referable to the previous address. This was in fact entered by me, at the time, by mistake and in particular due to a malfunction of google maps which during the registration phase automatically identified an address different from mine. This erroneous address in fact, is the one that maps associates with the geolocation of my residence, even though it does not correspond to the exact address from a toponymic point of view. In essence maps calls the street where I live in a different way from how it actually is called, but the geographical location is identical.
As for the exact date, unfortunately I cannot access the requested information due to the
fact that I can't access the account. I still remember opening the account in 2023.
As for the documents, each of them has successfully passed the verification process.
Thanks in advance for your help,
Best regards
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1 year ago
Thank you for the clarification. I have checked the Personal Information section in MyStake Casino, and the address has to be confirmed manually by clicking on the green check mark.
When exactly did you notice that the address in your casino account was wrong?
When was the last time you accessed your MyStake Casino account?
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1 year ago
TranslationHi, I noticed that the address was wrong on January 4th and the last time I logged into the account was on that day and on January 5th they blocked my account.
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1 year ago
Thank you for your response.
Please note that it is the player’s responsibility to ensure that all personal information provided to the casino is accurate and up to date. If you submit an incorrect address, it is important to contact customer support immediately to rectify the situation, rather than waiting until a withdrawal request is made and verification is required.
Unfortunately, if you are unable to provide proof that you previously resided at the address registered to your casino account, we are unable to mediate this issue further.
For the reasons mentioned above, this complaint will now be closed. Thank you for your understanding. I am sorry we couldn’t be of more help on this occasion. However, please do not hesitate to reach out to us if you encounter any issues with this or any other casino in the future.
Best regards,
Veronika
