The player from Italy has been experiencing issues during the verification process. We rejected the complaint because the player didn't respond to our messages and questions.
MyStake Casino - Player’s struggling to complete the account verification.
Amount: €250
MyStake Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I would like to withdraw my winnings however the site is giving me problems verifying my account (necessary for withdrawal purposes). I was challenged with the document (which was readable and in pdf) and the email, which cannot be replaced, stupid typo in this case on my part 🙁
Automatic translation:
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2 years ago
Dear Flavio,
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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents have you already provided and when exactly? Also, would you be so kind and clarify what typo you made?
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,
Kristina
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2 years ago
Translation
I provided my ID card and driving license but I don't understand why they were refused. As for the typing error, I am referring to having made a mistake in writing the email of the type the correct email is sime *** 01rn @ ... instead I made a mistake writing only sime *** 01 @ ...., it is a matter of missing "rn" before the @. If it cannot be corrected, I can also replace it with a replacement email.
Thank you for your help.
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Thank you for your reply, Flavio. When did you notice this mistake? Have you informed the casino about it and asked them to fix the email address?
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2 years ago
Dear Flavio,
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.
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2 years ago
Translation
I noticed this error when I did the account verification, and I immediately contacted support and they told me that they could not solve this problem, so I contacted the email "kyc@mystake.com" which I had to contact to solve the problem of verifying the identity card, but they replied asking me to contact them with the email associated with the account. Not being able to do it since the email entered by me is wrong I am in a vicious circle. As soon as I mention the email problem, they stop replying to me.
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2 years ago
Thank you very much for your reply, Flavio. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.
