The player from Italy is experiencing verifying her account in the casino. We closed the complaint because the player stopped responding.
MyStake Casino - Player's struggling to complete account verification.
Amount: ??
MyStake Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.2
MyStake Casino has a Safety Index of 9.2, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
hi I tried to open a gaming account on this casino by typing my email address wrong at the opening. I tried to reopen a new gaming account with the correct email but it told me that my document that I had previously attached to the account had already been used. I have tried several times to contact customer service but without ever succeeding also because I do not master the English language and they only answer in English can you help me?
Automatic translation:
Public
Public
1 year ago
Dear lucaleo87,
Thank you very much for submitting your complaint. I’m sorry to hear about your issue in the casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Did you try to explain to the casino the reason why you opened the second account?
Did you deposit and play in either account in the casino?
Was the rest of your personal information you entered in the casino correct?
Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
1 year ago
Translation
hi tomas i tried to contact them and explain the situation but they kept turning the thing between customer service and new openings they have two separate departments from what i understand.i never paid!!! so never played! because the account could not be verified. all my data and identification documents were mine, in the first account I had the wrong email so I could not verify the email, in the second account I was told that my identification document had already been verified for the previous account but I could not verify it by email because the address was wrong
Automatic translation:
Public
Public
1 year ago
Dear lucaleo87,
Did you suggest to the casino to change the email address for your original account to the correct email address?
Could you please forward the communication (emails, chat transcripts) between you and the casino to my email address at tomas@casino.guru?
Public
Public
1 year ago
Dear lucaleo87,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
1 year ago
Thanks for your email. I apologize for not replying sooner.
Did the casino understand you didn't open the multiple accounts on purpose?
Did the casino help you to restore at least one casino account so you can use it with your current email address?
Please let me know. I'll await your reply.
Public
Public
1 year ago
Translation
I have not had a response from the casino, after their request for the user of both accounts, but I only remembered the one of the account with the correct email.
Automatic translation:
Public
Public
1 year ago
Dear lucaleo87, did the casino tell you you cannot play with them anymore, or did they explain under which circumstances you can continue using your account?
Is your login information for your first account saved somewhere on your computer or in your browser?
I'll await your reply.
