MyStake Casino - Проверката на акаунта на играча се забавя.

Good evening, it lets me verify my account and doesn't even tell me why, and I smell that they're going to do something strange to avoid paying me my money.

Buenas noches me deja verificar mi cuenta y no me dice ni si quiera porque y me huelo que algo raro van a hacer para no pagarme mi dinero

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Thanks for answering

I already had the account verified but for some reason it asks me to verify the account again but it doesn't even let me upload the documents or anything, it tells me that it's not possible

and I don't know if I have to upload the ID document of the deposit method or mine and both

gracias por responde

yo ya tenía la cuenta verificada pero por alguna razón me pide de nuevo que verifique la cuenta pero no me deja ni si quiera subir los documentos ni nada me pone que no es posible

y no sé si tengo que subir el documento de identidad de el método de depósito o el mío y los dos

Please forward me the communication between you and the casino customer support regarding the request to re-verify your account at [email protected].

Also, kindly forward me the screenshots of the errors you see when you try uploading the identity documents to your casino profile.

Have you contacted the casino to ask for help with the verification request?

Dear Alvarin,

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.