MyStake Casino - Player’s struggling to complete account verification.

I have requested a withdrawal originally for 1500 which got returned as I was asked to send in several documents I then withdraw 4500 as I deposited more and won more. They keep saying I need to send in documents which I have done several times ask me to upload to website where there is no option as account is already verified on it

Dear Danielle,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? How many days ago did you request the withdrawal and applied for the verification?

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

Hi I haven't been informed as to the specific problem I have sent my ID bank cards, statement showing IBAN nber all the which I had a reply saying verified then the day my withdrawal is due to clear it gets out back into mystake account with a message saying to need to send ID on website not email however I've done both

Thank you very much, Danielle, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello this has now been resolved please case can be closed.

Thank you very much, Danielle, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. 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.

Best regards,

Branislav, Casino.guru