MyStake Casino - Играчът се бори да завърши проверката на акаунта.

Failing to verify my account been going on for a couple weeks sent them everything they have asked for and still not verified me!

Dear liamj13,

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 did you send 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,

Tomas

This has been going on since the 20th may, nearly 2 weeks now i have provided everything correct and still they keep asking me for more, now they are saying they require bank statement,

I have already provided ID, utility bill, picture of debit card, video verification. They just keep asking for more everytime

I understand your frustration.

Have you provided your bank statement to the casino yet? Did the casino request any further documents or have they refused to accept any documents you already provided?

I'll await your reply.

Thanks for your reply,

I have provided the following :-

Bank statement

Video verification

Picture of debit card

Utility bill

Drivers liscence

As you can imagine that should be more than enough

Thank you very much, liamj13, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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, liamj13!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hi pavel the casino have verified my account now! Thanks for your help

I am happy to hear that you have passed the KYC process! Let us know when you will successfully withdraw the disputed amount and then I will close this complaint as resolved.

Dear liamj13,

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.

Taking into the account that the main issue of the complaint was the verification process and that the player has not mentioned their intention to withdraw, we have decided to close this complaint as resolved. If the player has any issue with the withdrawal, they can reopen the complaint at any time or file the new one.

I would like to thank the MyStake Casino for the help and cooperation. Also, I would like to thank liamj13 for their patience. If you will have any problems with any casinos in the future, you are always welcomed in our Complaint Resolution Center! We are here to help!

Respectfully,

Pavel K

Casino Guru Team