MyStake Casino - The player's account got closed.

Dear

I have an account with Mystake, I am trying to make the withdrawal, therefore I have performed the Account Verification, by submitted my Drive License and Selfie photo.

However, the Account Verification was rejected, and the operator sent email to me and asked me to upload different documents for my identity verification.

I would like to upload different document for identity verification, however Mystake portal still showing the error and I have no chance to upload different document for account verification, this is not as per what has informed by the operator, I want to re-upload my document but the portal is not allow.

Therefore, I have sent another email to Mystake, and they replied to me mentioned that I have submitted forged document (different statement that the other operator has told), and permanently closed my account and the winning nullified.

The Drive license that I submitted is a REAL me, I replied the email to Mystake and informed them that I can show them a video by holding my government ID and driving license ID.

However, they never reply me at all.

Kindly assist me on this complaint to Mystake.

Thanks.

Hello windin1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

What does the casino mean by forging documents - did they specify it?

Looking forward to your answer.

Regards,

Nick

Hello windin1,

Could you also please forward us the document which was rejected/merged to nikolas.b@casino.guru for further review?

Hello Nick

Thanks for your reply.

I have sent the document to you via email.

Thanks.

Thank you windin1 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello windin1

I'm Michal and I have taken over your complaint. I have reviewed this case and want to put to your attention the fact that KYC, as well as AML, is a very important and essential process.

I understand that the KYC process can be sometimes frustrating, but the casinos need to follow certain rules and regulations. With this being said, I will contact the casino to shed more light on this matter.

We would like to invite MyStake Casino to join the conversation.

Dear MyStake Casino

Can you please clarify what makes you think that the player's driver's license is forged?

Dear Nick & Michal

Thank you very much for your effort to assist me, I appreciate it.

I will wait for MyStake Casino to reply on this.

Best Regards.

Hello,

As we have checked, the user tried to make edits to your documents. That's why the account couldn't be verified and blocked.

Best regards,

Hi

The document is not edited, that's a real person of me.

I hope someone able to check the submitted document with the expert and justify it.

Thanks.

Dear windin1,

Can you please forward all the documents you have submitted to MyStake Casino to me for verification to my email michal.k@casino.guru

Dear Michal

I have attached the document and sent it to your email for further check.

Thanks.

Dear windin1,

I can confirm I have received your email.

Dear MyStake Casino,

Can you please clarify what makes you think that the player's driver's license is forged? If you are not happy with the provided driving license, what other documents can the player provide to successfully finish the verification?

Hello Michal,

We will send you the supporting evidence by email.

Kind regards,

Thank you, MyStake Casino for your email.

Dear windin1,

Are you 100% sure you have forwarded me the same driving license photos you sent to MyStake Casino?

Dear Michal

Yes. I have a long lost driving license and a newer license in my hard drive, the driving license that I sent to you is my newer license copy, and uploaded to Mystake.

Thanks.

Dear windin1,

After a thorough review of your case, we have to agree with the casino's decision to block your account without any financial obligation. The documents you have provided show signs of editing, which is not allowed, in fact, it could be considered a criminal offense and is in direct breach of the casino's terms and conditions. It is your responsibility to provide only real, truthful documents issued by the government, any attempt to use fake or forged documents is not tolerated.

Because of the aforementioned reasons, we have to reject your complaint.

I strongly advise you to refrain from any attempt to use any fake or forged documents in the future.

If you run into any issues with this or any other casino in the future, don’t hesitate to contact us. 

We are here to help.

Best regards,

Michal