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

Hey,

I signed up to my stake last night, used it via a VPN. I deposited around 1200usd and withdrawn 1400usd and the verification for my address is NEVER going through. However my identity verification worked and The payment says it is still processing.

I kept uploading valid documents to proof address (within 3 months) as accords to their T&C’s. Now I get this message. The payment says still processing but I need the money , have proved my identity and address and this is still an ongoing issue. I now need to email their KYC team but I’ve spoke to them on live chat so many times.

Dear svmivisuals,

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 a missing Proof of Address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

Dear svmivisuals,

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.