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

Hello, I am new to these sites. I started about 2 weeks ago and have lost around 100 or 150 euros. However, today I won 50 euros. When I tried to withdraw the money, they told me I need to verify my account. I've attempted this 10 times but my ID card keeps getting rejected. Now they say I need to speak with the company or something.

Dear aminwezwin,

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

the only problem is that I sent them the photo of my identity card and I also tried my driving license but the bot or I don't know what and it tells me it can't establish the address of my house and now I can't send it because they tell me that I have to contact that company and they gave me an email, and now I have sent my identity card to that email but they don't reply and I don't know if I should do this or something else

for the identity card I managed to get it but for the address nothing I only have the payments for electricity, gas and water but with my father's name and they replied to me on the email that it must be in my name but visa that I live with my father and he pays for everything, I don't know what I should do exactly, I also tried to send the paper that the bank will leave you when you open a current account with my name and address but I think I don't they accept anyway, at this point I don't know what I should do, and this isn't the right thing because I lost about 150 euros and in the end I can't even collect what I won

Even the email verification doesn't arrive

Thank you very much, aminwezwin, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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 in the near future.  

Dear aminwezwin, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite MyStake Casino representative to join this conversation. 

Dear MyStake Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hello,

Regarding such matters, please get in touch with kyc@Mystake.Email​​​​​​​

KYC team will explain in detail what requirement you should satisfy.

Kind regards,

Mystake

Thank you for the fast response, MyStake Casino. 

aminwezwin, would you be able to follow up the casino's instructions, please?

Dear aminwezwin,

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.

Dear all,

Unfortunately, we’re forced to reject this case because aminwezwin has stopped responding to our messages and questions. Without aminwezwin cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.