The player from Italy faced problems with withdrawing money from Mystake after depositing €300. Although he successfully verified his ID and email, his address verification was rejected multiple times, despite sending four documents. He sought guidance on how to proceed. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, which led to the rejection of the complaint.
MyStake Casino - Player’s withdrawal is delayed due to verification issues.
Amount: €395
MyStake Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
Good day, I signed up on Mystake and deposited €300. After some time, I reached €395, so I requested a withdrawal, and they asked for account verification. After verifying my ID and email, there was an issue with the address verification. Even though I sent 4 documents containing all the required information, they were inexplicably rejected. I was told to send an email to kyc. This is the first time something like this has happened to me. How should I proceed?
Automatic translation:
Public
Public
4 months ago
Dear gigigno1995,
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 advise 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 regarding the verification? Send emails or chat transcripts to my email at dominika.l@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,
Dominika
