The player from Italy is experiencing difficulties withdrawing their winnings due to ongoing verification.
Hi unfortunately you have to communicate that mystake casino is starting to arouse my doubts, I registered more or less 2 weeks ago and as expected I was asked to verify my account. Mystake requires 3 verifications: document, email, proof of residence.
the latter can be proven by means of a gas / electricity / telephone bill or by providing the certificate of residence.
Once emails and documents have been verified, the site encounters a problem with proof of residence due to a difference between my residence (province of Salerno) and my domicile (Rome). After having reported both to the assistance chat (bad chat among other things) and to the reference email, I sent both my official residence certificate at least 7 times, not receiving any response from the email I wrote to.
I ask you for help because the chat is really useless now I am attaching the photos of the unanswered emails, thanks for your attention I hope that my case can be solved
Dear spinelligiandomenico,
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.
Do I understand correctly that verifying your permanent address seems to be the only obstacle standing between you and your winnings?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Hi, thanks for the reply
The only obstacle between me and the winnings is verifying proof of residence, which I have repeatedly provided over the last week. What aroused me the most doubts were the responses to my emails coming from an address other than the one to which I had written where infinite series of codes appeared, emails that I have screenshotted among other things as proof of my statements. I hope it's just a matter of time and I thank you if I decide to continue looking into my case.
thanks, see you soon
Thank you very much, spinelligiandomenico, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
hello thank you will I be contacted by him or will I have to get in touch?
thanks again, see you soon
Hello Spinelligiandomenico.
I am sorry to hear about your troubles.
Sometimes the KYC procedure struggle with some detail and the casino just wants to be sure that everything is OK, but crosschecking everything may take some time.
I would like to invite the casino representative into the case.
Please could you check Spinelligiandomenico's KYC procedure and tell us where the problem is?
Hello Matej,
The user had a problem with address verification. The reason for that is the expired proof of address document.
The player attempted the verification the second time and successfully completed it.
Thus the case is already resolved on our side.