MyStake Casino - Тегленето на играча е забавено поради неуспешна проверка

Hi, I provided all the account verification documents and lastly the certificate of residence issued just today but it tells me that I cannot verify the account, and tells me to contact support via email but no response.

Salve ho fornito tutti i documenti di verifica account e come ultimo il certificato di residenza erogato appena oggi ma mi dice che non posso verificare l account,e mi dice di contattare l assistenza via email ma non risponde

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Dear giuseado,

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 can 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.

• Can you log in to your account now?
• Could you please provide any screenshots or evidence showing the issues you are encountering in the verification section?
• Could you please let me know 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 resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Petra

Dear giuseado,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru