MyStake Casino - Player struggles to complete KYC verification.

I have deposited and withdrawn a few times now and have had no problems.

I tried to withdraw 400 euros but it was rejected because they added extra verification during the withdrawal. In the meantime I have got the balance up to £2000 so I won’t be betting anymore and what to withdraw this. I was requested selfie with document first, I have provided this information but it’s now been over 24hrs and still pending, I have read other reviews on trip adviser with people with the same problem. One of the reply’s from mystake to someone complaining was that it can take a maximum of 24hours to approve this information but mine has exceeded this time frame.

my stake chat just keep throwing me script reply’s and not really helping me.

Dear Victorm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner and it can take some time to fully review all documents.

Could you please confirm that you have provided all the documents that have been requested so far?

Please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

I totally agree KYC is important.

Just to update, they rejected my selfie with document because "my hand wasn’t showing"

i sent another selfie with my hand showing and awaiting approval.

I find it really weird as I already send proof of address, my id etc and have made deposits and withdrawals before.

first selfie with document took 26hours to view and reject

second selfie with document is about 15hours and counting.

my friend joins the casino and sends selfie with document and it’s approved within the hour, I believe they are taking so much time to approve they are hoping I spend the winnings.

Please close this case I have finally been verified

Awesome news, victorm. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.