The player from Italy has been accused of providing forged documents. After gathering and reviewing all necessary information, the complaint was first rejected as unjustified. The provided document has been detected by the casino's AI program as edited, and the document also showed obvious signs of manipulation and modification. He claimed the data in the provided document was not edited, and he only deleted the unnecessary pages from the allegedly forged document. Later, the complaint was submitted directly to the gaming authority (CEG), and it decided in a favour of the player. Based on the information received from the player, the complaint was reconsidered on our side, and we consider it resolved.
MyStake Casino - Player's struggling to pass the verification.
Amount: €1,031.93
MyStake Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi, I signed up for the mystake site. I sent the documents as requested, they partially verified my account because they were still waiting for a document certifying my residence. Since I had lost playing the mini games, I hadn't sent it back.
I decided to make another deposit and fortunately (but at this point I say unfortunately!) I managed to accumulate € 1031.93 in winnings and I decided to withdraw. I send the bank statement, as it happens the site crashes and a message appears saying that it could also be their mistake and I have to contact the assistance. Through chat they tell me to contact this address kyc@mystake.com
after several emails to which I had no reply, and where I have attached my documents and bank statement again, they reply saying that I have forged my documents and the account will be closed after I have withdrawn my last payment of € 10.00! The 1031.93 euros appear to be withdrawn by the admin!
that is, they didn't even ask me for proof of verification, a selfie ... nothing, absurd!
can you help me to withdraw my winnings?
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2 years ago
Dear gcimmino86,
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.
Could you please confirm that you did not provide altered documents? Did the casino specify which documents have been forged?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hi Kristina,
thanks for the speed of your reply, I have sent you all the emails exchanged with mystake, including the documents and the bank statement for the validation of the residence that I could not upload on the site. I confirm that I have not forged any documents, the casino used a generic term "forged documents" .... based on what then ...
Kindly let me know if you have received the email and if you need anything else, thank you very much.
Best regards
Joseph C ***
Edited by a Casino Guru admin
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2 years ago
Thank you very much gcimmino86 for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Translation
A thousand thanks!
Will I be contacted directly by him then or do I have to write to him?
Greetings
Giuseppe Cimmino
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2 years ago
Hello, gcimmino86,
I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite MyStake Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear MyStake Casino Team,
Could you please clarify the player's situation? If the casino is sure that any of the provided document was forged, can you substantiate it with an explanation and/or data?
In case you would rather not deal with it publicly, this is my email address - branislav.b@casino.guru.
Thank you in advance for providing the information.
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2 years ago
Translation
Hi Branislav, did you have any private answer from the casino?
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2 years ago
Unfortunately, not yet. Let's stay patient and positive.
In the meantime, I recommend you to go to your bank and request an original bank statement (the same as you sent to us), but in a physical printed form with a bank stamp and signature of the staff member, and to take a photo of the document, or to scan it.
However, I would like to wait for the casino to respond.
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2 years ago
Hello Branislav,
While attempting the address verification the user provided the forged document. To be precise, he manually added the address of residence to the bank statement. Please check the document which I sent you by email to make sure what we exactly mean.
Verification is handled by AI program, so it automatically detected that the document was forged. Our company has a strict policy regarding illegal activities.
Considering that the user tried to lie to us and get verified in wrongful ways, we reserve the right to confiscate all his winnings. He is just able to withdraw the last deposited money.
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2 years ago
Thank you, MyStake Team, for the explanation.
Dear gcimmino86,
Based on the fact that the casino has a program for detection of the forged documents, obvious manipulation with the document (visible in the document) and your inability to provide us with an original document for unknown reasons, we consider the casino's decision correct. The casino acted within its Terms and Conditions.
After gathering all the necessary information provided by the casino, and you via email, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - failure of passing the verification process due to providing forged/edited documents.
Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.
Thank you very much, MyStake Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.Guru
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2 years ago
Translation
You are making a mistake because I have not falsified any document, I simply sent you only the first page of the bank statement taken from the Banca Intesa San Paolo application, because in total there were 35 pages. I have already given Branislav the invoice received via email from the tim certifying my residence, now I am going to hand him the same complete 35-page statement and another bank document for the payment of the mortgage payment received a few days ago.
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2 years ago
Unfortunately, it does not change the fact you provided the casino with the edited document.
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2 years ago
Greetings all,
The complaint was reopened based on the update received from the player:
"Hi Branislav,
I wanted to thank you for the advice you gave me. CEG proved me right, Mystake recognised my winnings and activated my account again. Thanks again!
Greetings
Giuseppe C******"
Thank you very much, gcimmino86, for confirming and for using the Casino Guru complaint resolution centre. I am very glad the problem was resolved.
As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Branislav, Casino.guru
