MyStake Casino - Player struggles with account verification.

Hello, good day. I am experiencing an issue with the account verification required for a money withdrawal, and I'm informed that my account cannot be verified. I would like to know what can be done regarding this.

I have already reached out to the contact and support, yet I have not received any responses.

Dear lujanburgos499, 

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. 

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? 

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, 

Veronika

I provided the identity card (ID) from both sides, 1 day after creating the account I wanted to verify it and it could not, I put all the data and the corresponding files in time and form, I would appreciate it if you could check that everything is fine and that Can you verify it for me since it is not my problem.

Could you please tell me when exactly did you send your documents?

Dear lujanburgos499,

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.