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

Hello

after setting up the account, I verified everything in order. I deposited more than 100 euros and played. I won 600 euros. I requested a withdrawal from my bank account. After two days, MyStake canceled my selection. I received an email saying I needed to verify the card. I sent all the card information. I received an email that this information is not enough and I have to send them an account statement. So I sent an account statement. No one has verified my account. They still write that they have as much time as they need to verify.

Dear nikolakatrusakova,

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 how many days ago you requested a withdrawal and started the account 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

Dear nikolakatrusakova,

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.

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.