The player from Argentina was unable to upload his identification document for identity verification required for withdrawal. Despite multiple attempts with photos and a digital ID, the system did not accept his documents. We requested the player to send the document and communication evidence but received no response. Consequently, the complaint was rejected due to lack of cooperation.
MyStake Casino - Player’s identity verification is delayed.
Amount: $70
MyStake Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
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5 months ago
Translation
I am unable to upload my identification document. I have never created an account at any casino before. I deposited some money and wanted to withdraw it, but it asks for identity verification. The problem is that no matter how many photos I take or if I upload my digital ID document, it doesn't accept it.
Automatic translation:
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5 months ago
Dear javiergauto1234,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Is your document getting rejected by the casino, or are you unable to upload it to the system for verification?
Please keep in mind that when you are uploading documents for verification, the photo should be clear and of high quality, and all the information should be visible and easily readable. Also, when you are uploading the photo of your ID, all four corners of the document have to be visible. Have you made sure your photograph fulfills all of these requirements?
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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5 months ago
Translation
The casino rejects my document, it meets all the requirements, I even put in my digital document and it keeps rejecting me.
Automatic translation:
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5 months ago
Could you please send me the document you are trying to upload to your casino profile? Please forward me all the other evidence, including all the communication between you and the casino customer support that could be relevant to the investigation of your case as well. My email address is veronika.l@casino.guru. Thank you.
