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

Hello, I have a problem with my account verification and I can't withdraw. I'll tell you last week I made two withdrawals of €50 each, I put my ID and a bank statement. Now I have 4000 to withdraw and it tells me that I have made several attempts and I sent an email to kyc but he does not answer at the moment. If the support has answered but it is not within your competence. Also a doubt both in the ID and in the invoices and extracts I have the same town and city address but the street is different because I moved. What I don't understand is that I was able to withdraw last week and now this. I am very distressed. Not for the 4,000, but for the €600 that I deposited. Please help me.

Dear Marianmj,

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

Yesterday I got the anxiety and I sent 40 emails to kyc and they don't answer me. I have sent them my ID and everything I have from the bank. Extracts of mine, electricity bill. In my extracts is the street where I currently live and on my ID it says the street of my parents where I lived. But town, city and country is the same. I also sent an extract of my parents with the name of the 3. Since my ID puts their names. But they don't answer me. I am very nervous

I just received this reply: The uploaded proof of address was rejected due to:

- the absence of the user's full address

Please provide a valid proof of address. You must meet the following requirements:

- must contain your full home address

Best regards

I've sent them a bunch of stuff from the bank, and they say no. Please help me!

I have already been able to verify but I have another problem, it tells me that I have to activate a bonus that they gave me in sports betting, I don't know how to bet on that. I've only played minigames and I don't know how to activate or bet. This is bullshit.

All solved, thank you very much!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Marianmj, for your cooperation and 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