MyStake Casino - Hráč má potíže s ověřením e-mailu.

Good evening, my issue relates to the account verification process, specifically the email verification. I did not encounter any problems while uploading my ID card. The problem arises when I try to secure a confirmation code and continue to encounter errors. Regardless of what device I open my account with, I encounter the same issues. This problem has prevented me from being able to withdraw my money. I would greatly appreciate a solution, as I do not want to lose out on these funds. I only realized the issue a few moments ago when I attempted to withdraw my money and was met with the verification process. Interestingly, there never seemed to be a swift need for verification when I was depositing money. I assumed the withdrawal process would be just as straightforward.

Buenas noches, mi problema viene con la verificación de la cuenta, específicamente con la verificación del correo electrónico, ya que no tuve problemas con mi ID card, el problema como tal es que al intentar obtener el código de confirmación me da error, no importa lo que haga o desde que dispositivo abra la cuenta, me sigue dando el mismo error, y a causa de esto no he podido retirar mi dinero, de verdad quisiera una solución a esto ya que no quiero perder ese dinero, me percate del problema justo hace unos minutos cuando fui a retirar mi dinero y me tope con la verificación, ya que anteriormente no te la piden en primera instancia, o al menos no te piden verificación para depositar el dinero, pensé que seria igual para retirar.

Dear 5kire,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you passed the document verification and the email verification is the last step you need to complete in order to request a withdrawal?

Could you please confirm that you entered the correct email address?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear 5kire,

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.

Of course, I will send you a screenshot of my email and the email that is registered on the page, it is an email that I created specifically to register on said page, so I have nothing in the mailbox, sorry for the delay in responding I didn't think the response would be so fast, I'll be more attentive and thank you for your attention.

por supuesto, le enviare una screenshoot de mi correo y el correo que se encuentra registrado en la pagina, es un correo que cree específicamente para registrarme en dicha pagina, así que no tengo nada en el buzón, disculpe la tardanza a la hora de responder, no pensé que la respuesta fuese tan rápida, estaré mas atento y gracias por su atención.

I will proceed to leave screenshots of the error that appears when sending the verification.

procederé a dejar screenshoots del error que me aparece al momento de enviar la verificación.

Thank you very much for your reply, 5kire. 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.

Dear 5kire,

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.

Yes, I contacted support, but the chat is automatically deleted after restarting the page, therefore I do not have screenshots of the conversations, what they told me was to try to open the account from other devices, to confirm if it was the correct email and that's it, beyond that they didn't give me any other solution, and therefore I couldn't get my money out of the account.

si me contacte con el soporte, pero el chat se borra automáticamente luego de reiniciar la pagina, por lo tanto no tengo captures de las conversaciones, lo que me dijeron fue que intentara abrir la cuenta desde otros dispositivos, que confirmara si era el correo correcto y listo, mas allá de eso no me dieron otra solución, y que por lo tanto no podría sacar mi dinero de la cuenta

Thank you very much, 5kire, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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 5kire,

I'm Michal and I have taken over your complaint. I have reviewed this case and just to check, all other emails have been received in your inbox without any problems? Have you checked the Spam/Junk folder as well?

Dear 5kire,

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.

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.