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

They accepted my payment to enter and everything was perfect, but when it was time to withdraw the money they asked me to verify my identity, I do it and they accept it, but they ask me for proof of residence and I send it to them with a certificate and they don't accept it. I sent it to you an email to see if he answers

Me aceptaron el pago para ingresar y todo perfecto,pero a la hora de retirar el dinero me pedían verificar mi identidad lo hago y me la aceptan,pero me piden la prueba de residencia y se la envio con certificado y no me la aceptan le envie un correo aver si contesta

Dear Javicobos00,

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.

Do I understand correctly that providing the Proof of Residence seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Right now it is the only thing that asks me for proof of residence but they do not accept it

Ahora mismo es lo unico que me pide la prueba de residencia pero no me la aceptan

Thank you very much, Javicobos00, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.  

Hi Javicobos00,

I've just reviewed your case and fully understand your concerns. I will contact the casino to help you with your complaint.

I'd like to invite a representative from MyStake Casino to join the conversation and participate in the resolution of the complaint. Could you please provide more information regarding the player's verification issues? What seems to be a problem with the player's proof of residence?

Thank you.

Kind regards,

Tomas

Hello,

We ask the user to tell us his Mystake username or email address. Since under the username he entered here, we couldn't find the account, where he asked for a withdrawal.

Best reards

Dear Javicobos00,

Could you please provide the casino with the above-requested information?

Thank you.

Kind regards,

Tomas

Dear Javicobos00,

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 all,

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.

Kind regards,

Tomas