MyStake Casino - Player struggles with the verification process.

Ciao.non riesco a caricare né foto né PDF dell'ultima bolletta del gas né di altri documenti per la verifica dell'indirizzo.ho letto di altri casi ma davvero non capisco perché non accetti nulla.potete aiutarmi? Grazie

Dear 75galloluigi,

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 and have they all been approved?

Could you please describe the problem with uploading in more detail?

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

Ciao Kristina.patente di guida verificata.non accetta alcun tipo di foto o PDF di bollette recenti(meno di un mese) per esempio.

questo è uno screenshot della bolletta caricata in PDF e non "accettata".ho provato anche con foto di estratti conti bancari e bollette della luce ma niente.e se non dovessi riuscire a verificare il mio indirizzo vorrei sapere come posso chiudere il mio conto di gioco già che non posso procedere con eventuali prelievi.grazie per la celere risposta Kristina spero che possiate aiutarmi a risolvere il problema

Ciao Kristina,scusami.ho anche appena effettuato la verifica della mail.a posto anche quella.grazie.

Thank you for your reply, 75galloluigi. I apologize, but I am not sure I understand your last message. Could you please elaborate?

Hi Kristina.in the last message i wrote that my email has been also successfully verified but not the address.thank you.

Thanks for the clarification. Have you tried contacting the casino regarding this issue? 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.

Ciao Kristina,i was chatting and mailng with the casino and everybody told, and wrote me the terms to upload the documents. I made everything according to the terms but nothing.is there an email where i can show my bills? Thks.anyway if i don't solve the situation i will close the account.thks Kristina

Ciao Kristina questa è l'utenza del riscaldamento.ho provato a caricarla.niente.

Thank you very much, 75galloluigi, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello 75galloluigi,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite MyStake Casino to join the conversation and participate in the resolution of this complaint.

Dear MyStake Casino,

Could you please clarify why the address verification documents submitted by the player are not acceptable?

Thank you.

 

Kind regards,

Tomas

Casino.Guru

Hello,

Proof of address must meet the following requirements: 

 

1) It could be a utility bill, bank/credit card statement, tax bill, or any other government-issued residency statement/certificate.

2) A document must be dated no more than 3 months. 

Note: we do not accept screenshots, cell phone bills, medical bills, purchase receipts, or insurance statements.

As we checked the user's doc doesn't include the issue date.

Kind regards

I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.

Thank you, MyStake Casino Team, for the clarification.

Dear 75galloluigi,

Could you please advise if you can provide any of the suggested documents to verify your address?

Thank you.

Dear 75galloluigi,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.