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

Deposited 500eur and won 6000eur so decided to withdraw proceeding with all the verification, verified on every aspect except a selfie picture with my ID, I’m now on day 5 of sending videos and pictures in and every single one is taking a day to review then getting rejected when I wake up in the morning. There is no reason to reject any of them because all the information is shown on each video including close ups of my identification but it still gets rejected, I’m now losing patience and can’t keep sending other vidoes in, so sent one more in this morning if this gets rejected I’m going to hope you can help. I think I have sent in 10 photos and about 7 videos each one getting rejected with no explanation as too why and no help from customer service via online chat or email, just getting rude responses or vague answers to anything I ask.

Dear Karim,

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.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

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 Karim,

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.

Hi problem is all sorted now. Thanks

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Karim, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru