The player struggles to verify his account as he does not have utility bills. The complaint was closed as the player stopped responding.
MyStake Casino - The player struggles to verify his account.
Amount: €100
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
1 year ago
Translation
Good afternoon, I have a problem with the proof of residency verification in Mystake. I have sent several documents such as electricity bills from my father (who has not left me because he does not put my name, but the residence is the same), my bank certificate (who has not left me because he does not put the place of residence), Public health document where it puts my address and my name... And it doesn't let me send any more documents.
The thing is that an Abanca bank statement doesn't put the street where you live and it's the only method I could use since I don't pay the bills at home. It could be worth it even if they let me send the passport.
I just wanted to ask that they let me send more documentation, and know how I can verify my residence (I'm 22 years old).
I hope you can help me, thank you very much in advance since they do not respond to my email
Automatic translation:
Public
Public
1 year ago
Hello Adrilopez21,
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 did they say when you told them that you do not have utility bills?
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Translation
Good morning, yesterday they answered the email that I sent them explaining my situation. Unfortunately, they have limited themselves to copying and pasting the instructions of the valid documents that they had previously read on the page. I have been trying to contact them for 4 days.
They have unlocked the option to send new documents but I have a problem. I have seen that I could use the DNI for my residency verification, but only if I use another document for identity verification. The problem is that I had already verified my identity with the DNI and I want to change it for my driver's license, since it is my only resource to be able to fully verify myself and withdraw the money.
So the only thing I want you to help me with is to be able to change my identification for another document of mine. Since in no other document does it put my name + my address on the same face, only on the DNI. I hope you have understood me, thank you very much.
Automatic translation:
Public
Public
1 year ago
Hello Adrilopez21 and thank you for all the information provided.
I would like to ask MyStake Casino to join us and help us to find a solution for the player's verification.
Public
Public
1 year ago
Hello,
As we have checked, the user has already verified his address.
Best regards,
Public
Public
1 year ago
Hello Adrilopez21,
Can you please confirm here that your account has been verified?
Public
Public
1 year ago
Dear Adrilopez21,
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.
Public
Public
1 year ago
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.
Public
Public
1 year ago
Hello Adrilopez21,
The complaint was reopened as per your request. Can you please specify here what is the issue as the casino claimed that your account is verified?
Sensitive attachment
Sensitive attachment
1 year ago
Translation
Hello, my problem is verifying the credit card to withdraw the amount of €1000. My personal card (the only one I have) has already been verified according to Kyc for months. However, he asks me for two other cards. One of them has explained to me the technical support that is from Apple Pay, which apparently is a different number.
According to the support staff, this card is the one that appears as linked to my account, so I have sent a screenshot to Kyc's email which they told me should be enough.
The problems are that Kyc hasn't answered me for days, nor am I sure they don't send me to verify a card that I couldn't physically verify because it doesn't belong to me. I can only verify the cards associated with my account and with which I am going to make the withdrawal.
I would like Kyc to answer me and finally verify my card to be able to withdraw since I have been fighting with this issue for months, and now the amount is important enough to take it seriously.
I attach photos of my balance so you can see that it is true:
I hope you can help me since I've been trying for a long time, thank you very much.
Edited
Automatic translation:
Public
Public
1 year ago
When was the last time the casino responded to you regarding the verification?
