MyStake Casino - Hráč se snaží dokončit ověření účtu.

Salutations,

I am writing this complaint about mystake casino because unfortunately I can't verify myself and withdraw my money. I contacted kyc several times and got a reply after 8-9 days. Once I got a reply they told me I couldn't check anymore. Although the error was from the machine that manages the verification of documents.

Attached is the error that pops up and the email in which they tell me I can't do anything anymore.

I hope I can verify my documents again because there is no point and no one will give me my money back.

Salve,

Scrivo questo reclamo riguardo il mystake casino perché purtroppo non riesco a verificarmi e a prelevare i miei soldi. Ho contattato svariate volte il kyc e ricevuto risposta dopo 8-9 giorni. Una volta ricevuta risposta mi hanno detto che non potevo più verificare. Nonostante l'errore fosse della macchina che gestice la verifica dei documenti.

In allegato l'errore che spunta e l'email in cui mi dicono che non posso fare più nulla.

Spero di poter verificare di nuovo i miei documenti perché non ha senso e nessuno mi ritornerà i miei soldi.

Dear NeganTWD,

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.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

I checked my email and already sent my identity document. I then tried to verify the address by sending several letters from the government that explicitly stated my address. Letters that the machine probably didn't recognize. I then tried to contact the kyc team and after receiving a reply after 8 days they told me that nothing more could be done which was scandalous as it was not my mistake.

Ho verificato email e mandato già il documento di identità. Successivamente ho provato a verificare l'indirizzo mandando diverse lettere provenienti dal governo dove era esplicitamente scritto il mio indirizzo. Lettere che probabilmente la macchina non riconosceva. Ho poi provato a contattare il kyc team e dopo aver ricevuto risposta dopo 8 giorni mi hanno detto che non si poteva fare più nulla, cosa scandalosa non essendo un mio errore.

Thank you very much for your reply, NeganTWD. Before we contact the casino, 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.

I sent the email containing the communications

Ho mandato la email contenente le comunicazioni

Thank you very much, NeganTWD, 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 NeganTWD,

I'm Michal and I have taken over this complaint. I have reviewed this case and as my colleague Kristina stated, 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 rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly, it is a standard procedure that the casinos are entitled to.

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,

Why were the documents the player provided not accepted? If the information can't be shared publicly, please send them to michal.k@casino.guru

What other documents can the player provide to successfully finish the verification process?

If needed, I have another document that can provide 100% identity and address

Se serve ho un altro documento che può fornire al 100% l'identità e l'indirizzo

The problem has been solved. A thousand thanks

Il problema è stato risolto. Grazie mille

Hello,

We asked you for address verification once again. Please follow the instructions provided by our special team and hope the user will be able to verify his address this time.

Best regards,

Dear NeganTWD,

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.

Problem Solved

Dear NeganTWD,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal

Casino.Guru