MyStake Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Good morning I have been sending the documents to them for 5 days and they reply that they are not as good as possible

Buongiorno sono 5 giorni che mando i documenti a loro e mi rispondono che non vanno bene come e possibile

Dear paolocattarinussi2,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account

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,

Petronela

I also sent him the list of movements but I didn't accept it then I tried to send my prepaid card too but nothing is waiting for an answer

Io gli ho mandato anche la lista movimenti ma non me l'anno accettato poi ho provato a mandare anche la mia carta prepagata ma nulla aspetto una risposta

Thank you very much, paolocattarinussi2, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear paolocattarinussi2

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite MyStake Casino to join the conversation.

Dear MyStake Casino,

Can you please provide some information regarding the player's verification issues?

Hello Michal,

The player provided the photo of the card where there was no information about the cardholder. Therefore, our KYC team requested the relevant proof—"bank" statement of the card.

The statement should include the following:

-First 6 and last 4 digits of your credit/debit card (Last 4 digits will suffice).

-Expiration date of the card.

-The cardholder's full name.

Please note that the statement needs to be in an official PDF format. (We do not accept PDF versions of photos/screenshots, we require an official PDF document provided directly by the card provider) 

The user has not provided that document yet.

Regards ,

Dear paolocattarinussi2

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. This is the only way gambling establishments are able to properly verify the player.

I would kindly advise you to provide the above-mentioned documents so the casino can continue with the KYC process. Please let me know when you do so.

Anyway I solved everything I sent what they asked me

Comunque ho risolto tutto io ho mandato ciò che mi anno chiesto

Thank you for the update paolocattarinussi2. Now please be patient while the casino finished the KYC process

Hello paolocattarinussi2,

The document you sent is not relevant.

Please follow the instructions of KYC team.

Kind regards,

Dear paolocattarinussi2

Please understand that it is important that you provide all the needed valid documents as asked by the casino. Only then can the KYC process be successful. I kindly advise you to follow the instructions of the KYC team as the casino has mentioned above. Please let me know if you need any assistance

I sent the prepaid card hal supporter the only thing missing .. or I have to send the movement list as well

Ho mandato la carta prepagata hal supporter l'unica cosa che mancava.. o devo mandare anche la lista movimento

Dear paolocattarinussi2

Please provide all the needed valid documents the casino has asked for and follow the instructions of the casino KYC team as mentioned in the email you have received from the casino. Only then can the KYC process be successful.

I have sent them still no response from them of the bank statement I sent yesterday

Li ho mandati ancora nessuna risposta da loro del estratto conto che ho mandato ieri

Thank you for the update paolocattarinussi2. Now please be patient while the casino finished the KYC process

OK we hope

Ok speriamo

Hello Paolocattarinussi2,

The document you sent us is not valid again. Can you at least provide a bank statement (proof of deposits) where all the deposits you made on our platform will be visible?

Please follow the instructions from our KYC team and your account will be fully verified.

Best regards,

Dear paolocattarinussi2

Please understand that it is important that you provide all the needed valid documents as asked by the casino. Only then can the KYC process be successful. I kindly advise you to follow the instructions of the casino KYC team.

I would like to put to your attention the fact that the KYC process gets prolonged every time you DO NOT provide the right documents. If you would be able to provide all the needed valid documents, I'm sure the KYC process would be finished by now and you would already have your winnings paid to you.

But I have already sent everything and accepted the checks. I don't know why my stake replied like this

Ma io ho già mandato tutto e anno accettato le verifiche non so perché my stake a risposto così

Dear paolocattarinussi2

Please forward all the documents that you have already sent to the casino to my email address michal.k@casino.guru and we will review them. Make sure you sent a clear photo or scan of the bank card where it is clearly visible the cardholder name, your ID (both sides), and the bank statement where all the deposits you made to the casino will be visible.

Hello Paolocattarinussi2,

The bank statement was not correct. Our KYC team could not find the deposits you made on our website. Therefore, it's not relevant, you may have sent the statement of another bank account.

Please provide the statement of the account from where the transactions were made on Mystake.

Otherwise, you can send CARD statement as I mentioned at the beginning of our communication.

For more detailed information, please contact KYC team at kyc@mystake.com and they will assist you regarding that.

Best regards,

Ok I will send the account statement with the same day transactions

Ok manderò l'estratto conto con le transazioni in giornata

Dear paolocattarinussi2

Please understand that the KYC process gets prolonged every time you DO NOT provide the right documents.

It is your responsibility and it should be in your own interest to provide all the valid documents to the casino.

I will send it to you where I have deposited in your site this and the last e-mail I send if you do not accept all the documents I will no longer play on your site

Ve lo mandato dove io ho depositato nel vostro sito questo e l'ultimo e-mail che mando se non mi accettate tutti i documenti io non giocherò più nel vostro sito

Dear paolocattarinussi2

Thank you for forwarding your documents to me. Unfortunately, after our review, the documents you have provided do not clearly show the Cardholder's name, The card/bank statement is not in the required format.

As mentioned by MyStake Casino earlier.

Please provide a clear photo (both sides) of the bank card used for deposits to the casino account where the cardholder's name is clearly visible and the card/bank statement in PDF format where the deposits to the casino account are clearly visible as well. Your bank or card issuer should be able to provide you with this statement in PDF format.

Please understand it is your responsibility and it should be in your own interest to provide all the required documents to the casino.

The case can be closed because it is not possible that they ask all these things I changed casino and I will play on another site ... Mystake in my opinion is a real scam

Il caso può essere chiuso perché non e possibile che chiedono tutte queste cose ho cambiato casinò e giocherò su un altro sito... Mystake secondo me e una vera truffa

Dear paolocattarinussi2

If you have funds/winnings (please confirm the amount) in your casino account that you want to withdraw, the only way to accomplish this is to cooperate with the casino and provide the required documents.

We are trying to help you, but if you are not able to provide the required documents to the casino, there is not much we can do to move your complaint further.

I understand that the KYC process can be sometimes frustrating, but you need to 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 and none of the fair licensed casinos takes KYC lightly.

So please understand it is your responsibility and it should be in your own interest to provide all the required documents to the casino.

We would like to help you resolve your complaint, but if you are not able to provide the required documents to the casino, there is nothing we can do from our side to resolve your complaint and we would be forced to reject it.

Regards

Michal

Dear paolocattarinussi2,

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.

Dear paolocattarinussi2,

As we haven't had a further response from you we are, unfortunately, forced to reject this complaint. As mentioned previously, please understand it is your responsibility and it should be in your own interest to provide all the required documents to the casino. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal