MyStake Casino - Hráč se snaží dokončit ověření účtu.

I had doubts about this casino but with this it is already making me suspect something more than I would like, it has not given me problems with any of the verification except for the residence, which makes me trouble since the receipts for electricity, water and Others are not in my name. I ask for help and I explain the situation and I ask them if I can provide the id of the person whose name is on the document to make them see that it is real, and they tell me that they cannot attend to me and to speak to an email where the estimated time between email and email is 48 hours

Tenia dudas de este casino pero con esto ya me esta haciendo sospechar algo mas de lo que me gustaria , no me ha dado problemas con nada de la verificacion excepto por la residencia , que me ponen pegas ya que los recibos de la luz , agua y demas no estan a mi nombre pido ayuda y les explico la situacion y les pido que si puedo facilitar el id de la persona a la cual esta el nombre la actura para asi hacerles ver que es real , y me dicen que no me pueden atender y que le hable a un correo donde el tiempo estimado entre correo y correo es de 48 horas

Dear marcoslp,

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.

Do I understand correctly that the casino approved all your documents except for proof of address which you do not have? Could you please advise which documents you have already provided?

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

hello good, I managed to verify my address but now they are giving me even more problems with the card asking me to verify it in an email that they provide me, I don't know at what time of registration they ask you for that and I don't know if it is safe to do

hola buenas , consegui verificar mi direccion pero ahora me estan poniendo aun mas problemas con la tarjeta pidiendo que la verifique en un correo que me proporciionan , no se en que momento del registro te piden eso y no se tampoco si es seguro de hacer

Thank you very much for your reply, marcoslp. 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.

Dear marcoslp,

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.