The player's verification is stuck for almost 2 weeks. The complaint was rejected as the player stopped responding.
MyStake Casino - The player's verification is stuck.
Amount: €2,642
MyStake Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
2 years ago
Translation
Hello,
Actually my experience with mystake was very positive until I wanted to verify myself. After I uploaded all the required documents via sumsub, it showed me that my account was verified. Shortly thereafter, the ID Card hook was gone. If I now try to upload my ID card/passport, the same error message always appears:
Sorry, we couldn't verify your identity.We couldn't verify your profile. Please contact our support team: kyc@mystake.com
The above email address always replies with the answer:
Kindly wait for our response.
The live chat and support@mystake say the same and sometimes even say that I will get an answer during the evening/in the next few hours.
The whole thing has been going on for 11 days without a productive answer... I didn't even want to pay out, just verify my account for security reasons.
Automatic translation:
Public
Public
1 year ago
Hello Imbaa999,
Thank you very much for submitting a 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.
When exactly did you begin the verification process? Did you make any deposit while the process was ongoing? Do you have any real or bonus balance on your account at the moment?
Looking forward to your answer and I hope we will be able to help you out.
Regards,
Nick
Public
Public
1 year ago
Translation
Hello Nick,
I should have started the verification process on the 13th of this month. I haven't made a deposit since then, but deposited a total of €800 in April. This is not bonus money, everything is real money.
Many thanks for the help.
Automatic translation:
Public
Public
1 year ago
Hello Imbaa999,
Could you please advise which exact documents are already verified and which one are still not? Is there any update since your last post, did the casino respond to you in any way?
Public
Public
1 year ago
Translation
Hello Nick,
I finally got the opportunity from MyStake to verify my ID (identity card) again via sumsub. This is my last chance.
I will report on Monday, because then I can pick up my new ID card and verify myself immediately.
LG
Automatic translation:
Public
Public
1 year ago
Translation
There was a problem collecting my ID, so verification won't start until Monday.
Automatic translation:
Public
Public
1 year ago
Hello Imbaa999,
Thank you for the update. Please let us know as soon as possible if there is any news regarding the case.
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