MyStake Casino - Player’s withdrawal delayed due to document verification issues.

Hi

i am using Mystake betting for sports. I recently have been winning money and Mystake wanted me to verify my account. I have been providing them with bank deposits, address confirmations and everything for the last month and they keep telling me the the supported documents are not correct even though it is exactly what they are asking for.

they even for the information provided to be in pdf format which I do and they tel me it's not..it's gotten ridiculous and I don't know what else to do cause they are just screwing me over at this point.

even when I try to verify my documents on their site it doesn't even load for me anymore.

can you please help me out

Dear Salty19,

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.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hi Tomas

i have sent you the documents you have requested to review and will await your response.

i have had numerous issues with them and I have a lot of money being held in my account which I have legally and properly won through their betting rules. I really am looking to have this resolved as I don't know what else to do.

ryan

I apologize for not replying earlier.

Do I understand correctly your bank scanned the documents first before they sent them to you?

Is it possible for you to download the original PDF of your bank statement generated by your bank? In which way is your bank statement usually sent to you regularly?

Dear Salty19,

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.