The player from Italy is experiencing issues with the withdrawal process since none of the documents submitted have been sufficient for the casino's verification process. He attempted to provide household bills, tax returns, and a PostPay Evolution account statement without success, leading to a delay in withdrawing his 750 Euros. The complaint was rejected because the player didn't respond to our messages and questions.
MyStake Casino - Player's withdrawal is delayed due to document verification issues.
Amount: €750
MyStake Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
Public
Public
9 months ago
Translation
No document seems good enough for them.
They ask for household bills, but I live with my parents.
I don't have a bank account, I only have a POSTPAY EVOLUTION account.
You can make deposits but you can't make withdrawals.
Unbelievable.
I also sent my tax return
Even that wasn't good enough for them.
I went to the post office to get a bank statement, and even that didn't validate my address, and I can't withdraw MY 750 euros.
I'll take action in the appropriate places against MY STAKE.
Automatic translation:
Public
Public
9 months ago
Dear drebianchini7,
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 verifying your home address seems to be the only obstacle standing between you and successful verification? Did the casino explain what was wrong with your documents and what you should do in order to successfully pass the verification? Have you provided all the required documents as soon as possible and in the correct format?
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,
Kristina
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