The player from Italy is experiencing difficulties withdrawing their winnings due to ongoing verification. After a closer examination, we ended up rejecting this complaint as unjustified.
MyStake Casino - Player’s struggling to complete account verification.
Amount: €300
MyStake Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I tried several times to verify my identity on the Mystake casino website and they never gave me the verification, to which I wrote to the live chat support and they told me to try again, I tried again and they prevented me from loading documents. I rewrote the live chat assistance and they replied that I should have sent an email, I sent it and also I sent as many with any document to be able to verify my identity and my residence, but I received no reply. I tried to go back to the site again to upload the documents and I didn't have the chance, I rewrote in live chat and they told me to send an email, again, then I sent an email and they replied to contact them in live chat and that if I couldn't upload the documents to the site, they couldn't do anything. This is how much, even today after several weeks, I have not received an answer and they have never verified my account.
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1 year ago
Dear cocciacamilla,
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? Was it the incorrect format of the uploaded documents? Could you please confirm that all the required documents were registered under your name?
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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1 year ago
Translation
Hi, thanks to you, they sent me an email telling me to be able to re-insert the documents on the site. I did it repeatedly and they didn't accept them for me, in the end it worked and they verified my account !!!
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1 year ago
Thank you very much, cocciacamilla, for the update. The least I can do is to leave this complaint open until your confirmation regarding successful withdrawal. Please keep me informed.
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1 year ago
Translation
To withdraw again I have not been able, as they told me that I have an active bonus and I cannot withdraw! Do you know by chance, if having this € 50 bonus how many times do I have to play it to have it credited to the balance?
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1 year ago
Please request more information about wagering requirements from the casino directly and keep me informed. They will be able to assist you accordingly.
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1 year ago
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I can't stand them anymore! Always problems with this casino! Tonight I deposited € 100 and they took € 103 from my card. Sure, one says "what a massacre you do for € 3", but heck ... € 3 today, € 1 tomorrow, € 5 yesterday! What a drag! They take more and more and never give you explanations, despite the fact that there is no tax to pay nor commissions. I also talked to my bank and they explicitly told me that that money was not taken from them, but from the casino! So I don't see why they make fun of me every time! If you deposit € 100, € 100 must be removed, not € 1 more and not € 1 less !!!!!
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1 year ago
Please understand those deposit fees might have been charged by an intermediary bank, not the casino itself. I'm afraid we won't be able to help you with additional deposit fees.
Is there anything else we could try to help you with?
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1 year ago
Dear cocciacamilla,
We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
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1 year ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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