The player from Spain had won €50 and had faced difficulties verifying his address for withdrawal, as all his attempts had been blocked. He had proposed a change in the verification process. After he had provided the front and back of his card with certain details, he had awaited a response regarding the withdrawal. The issue had eventually been resolved, with the player confirming everything had been settled.
MyStake Casino - Player struggles with address verification for withdrawal.
Amount: €50
MyStake Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
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7 months ago
Translation
Good day, I would like to verify my address in order to withdraw the 50€ that I won. The issue is that my attempts have been blocked. I've tried uploading my registration letter but it's not accepted. My CaixaBank bank statement doesn't have my address on it. If possible, could I change my verification method? This way, I could use my ID for address verification and my driving license for identity verification
Automatic translation:
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7 months ago
Dear oscargarciamartin80,
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? Have you provided any other documents to verify your account and have they all been approved?
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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7 months ago
Translation
If the address is already verified and click to withdraw funds. Now the catch is that they sent me an email asking for the front and back of the card with the first 6 numbers, the last 4, the name and the expiration date. I have passed it on to you and I am waiting for a response to see if the money appears in my account.
Automatic translation:
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7 months ago
Thank you very much for your reply, oscargarciamartin80. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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7 months ago
Dear oscargarciamartin80,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
