MyStake Casino - Player's verification is delayed.

Good afternoon,

I am having an issue with verification. The problem is that I only have my ID card to verify my address, and when I use it for the ID verification, it won't let me use the same document.

I hope you can provide me with a practical solution since I have seen that the same thing happened to someone else and it seems they were not able to resolve it.

Dear carlosok,

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 take KYC lightly and it might take a few working days to complete this thorough process.

For the proof of residence, the casino seems to accept the following:

Proof of residence (bank statement, Utility bill, similar – not older than 3 months).

Do you have a bank account that has your address, or can ask for the residence confirmation from your municipality?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Dear carlosok,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.