MyStake Casino - El jugador lucha por verificar su cuenta.

Good afternoon, I have a problem with the proof of residency verification in Mystake. I have sent several documents such as electricity bills from my father (who has not left me because he does not put my name, but the residence is the same), my bank certificate (who has not left me because he does not put the place of residence), Public health document where it puts my address and my name... And it doesn't let me send any more documents.

The thing is that an Abanca bank statement doesn't put the street where you live and it's the only method I could use since I don't pay the bills at home. It could be worth it even if they let me send the passport.

I just wanted to ask that they let me send more documentation, and know how I can verify my residence (I'm 22 years old).

I hope you can help me, thank you very much in advance since they do not respond to my email

Buenas tardes, tengo un problema en la verificación de prueba de residencia en Mystake. He enviado varios documentos como facturas de luz de mi padre (que no me ha dejado porque no pone mi nombre, pero la residencia es la misma), mi certificado del banco (que no me ha dejado porque no pone el lugar de residencia ), documento de sanidad pública donde pone mi dirección y mi nombre… Y ya no me deja enviar más documentos.

El tema es que un extracto bancario de Abanca no pone la calle donde vives y es el único método que podría emplear ya que en mi casa yo no pago las facturas. Me podría valer incluso si me dejasen enviar el pasaporte.

Solo quería pedir que me dejasen enviar más documentación, y saber que forma hay de que pueda verificar mi residencia (tengo 22 años).

espero que puedan ayudarme, muchas gracias de antemano ya que no me responden al correo

Hello Adrilopez21,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

What did they say when you told them that you do not have utility bills?

Looking forward to your answer.

Regards,

Nick

Good morning, yesterday they answered the email that I sent them explaining my situation. Unfortunately, they have limited themselves to copying and pasting the instructions of the valid documents that they had previously read on the page. I have been trying to contact them for 4 days.

They have unlocked the option to send new documents but I have a problem. I have seen that I could use the DNI for my residency verification, but only if I use another document for identity verification. The problem is that I had already verified my identity with the DNI and I want to change it for my driver's license, since it is my only resource to be able to fully verify myself and withdraw the money.

So the only thing I want you to help me with is to be able to change my identification for another document of mine. Since in no other document does it put my name + my address on the same face, only on the DNI. I hope you have understood me, thank you very much.

Buenos días, ayer me han contestado al correo que les he mandado explicando mi situación. Lamentablemente se han limitado a copiar y pegar las instrucciones de los documentos válidos que previamente había leído en la página. Intento comunicarme con ellos desde hace 4 días.

Me han desbloqueado la opción de poder enviar nuevos documentos pero me surge un problema. He visto que podría utilizar el DNI para mi verificación de residencia, pero solamente si utilizo otro documento para la verificación de identidad. El problema reside en que yo ya me había verificado la identidad con el DNI y deseo cambiarlo por el carnet de conducir, ya que es mi único recurso para poder verificarme por completo y retirar el dinero.

Asi que en lo único que deseo que me puedan ayudar es en poder cambiar mi identificación por otro documento mío. Ya que en ningún otro documento pone mi nombre + mi dirección en una misma cara, solamente en el DNI. Espero que me hayan entendido, muchas gracias.

Hello Adrilopez21 and thank you for all the information provided.

I would like to ask MyStake Casino to join us and help us to find a solution for the player's verification.

Hello,

As we have checked, the user has already verified his address.

Best regards,

Hello Adrilopez21,

Can you please confirm here that your account has been verified?

Dear Adrilopez21,

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.

Hello Adrilopez21,

The complaint was reopened as per your request. Can you please specify here what is the issue as the casino claimed that your account is verified?

Hello, my problem is verifying the credit card to withdraw the amount of €1000. My personal card (the only one I have) has already been verified according to Kyc for months. However, he asks me for two other cards. One of them has explained to me the technical support that is from Apple Pay, which apparently is a different number.

According to the support staff, this card is the one that appears as linked to my account, so I have sent a screenshot to Kyc's email which they told me should be enough.

The problems are that Kyc hasn't answered me for days, nor am I sure they don't send me to verify a card that I couldn't physically verify because it doesn't belong to me. I can only verify the cards associated with my account and with which I am going to make the withdrawal.

I would like Kyc to answer me and finally verify my card to be able to withdraw since I have been fighting with this issue for months, and now the amount is important enough to take it seriously.

I attach photos of my balance so you can see that it is true:

I hope you can help me since I've been trying for a long time, thank you very much.

Hola, mi problema está en la verificación de la tarjeta de crédito para retirar la cuantía de 1000€. Mi tarjeta personal (única que tengo) ya está verificada según Kyc desde hace meses. Sin embargo, me pide otras dos tarjetas. Una de ellas, me ha explicado el soporte técnico que es del Apple Pay que al parecer es un número diferente.

Según el personal de soporte, esta tarjeta es la que aparece como vinculada a mi cuenta, por lo que he enviado una captura de pantalla al correo de Kyc que me han dicho que debería ser suficiente.

Los problemas son que, ni Kyc me contesta desde hace días, ni estoy seguro de que no me manden verificar una tarjeta que físicamente no podría verificar porque no me pertenece. Yo solo puedo verificar las tarjetas asociadas a mi cuenta y con la que voy a realizar el retiro.

Me gustaría que Kyc me contestara y que me verificara finalmente mi tarjeta para poder retirar ya que llevo meses peleándome con este tema, y ahora la cantidad es lo suficientemente importante como para tomárselo enserio.

Adjunto fotos de mi saldo para que vean que es verídico:

Espero que me puedan ayudar ya que llevo ya mucho tiempo intentándolo, muchas gracias.

When was the last time the casino responded to you regarding the verification?

Dear Adrilopez21,

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.