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

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

Amount: $60

MyStake Casino
Safety Index:High
Submitted: 06 Apr 2022 | Case closed : 26 Apr 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Argentina is experiencing difficulties withdrawing their winnings due to ongoing verification. We rejected the complaint because the player didn't respond to our messages and questions.

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2 years ago
Translation

Hello how are you. I have the account verified with documentation and with Gmail. I wanted to withdraw some dollars for litecoin and had a delay of 24 hours. I waited for it and the withdrawal was refused because my account is not verified. After that I can't play games, or withdraw money, or deposit money, it's been two days in which I'm stuck. I need an urgent solution

Automatic translation:
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2 years ago

Dear andresgarci4,

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? Could you please advise the disputed amount?


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

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2 years ago
Translation

The amount is 60 dollars. It's not much but in my country yes. My documents and my Gmail if they are confirmed. What rejects me is the address verification and I gave them a pdf file that verifies my address through the government. It's been days and their support service is horrible.

Edited
Automatic translation:
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2 years ago

Could you please advise how many days ago you initiated the account verification?

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2 years ago

Dear andresgarci4,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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2 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

 


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