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

I sent all my documents to mystake casino but they refuse me proof of residence after having credited more than 1000 euros with my Postepay evolution without any problem. Now I have to collect 2000 euros in winnings they refuse me proof of residence a shameful site I will never play again

Dear Sabato,

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 a missing Proof of Residence (Address) 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

Yes, I presented an identity card, driving license and my last year Postepay evolution account statement where the money should be credited to me. But they ask me for a certificate of residence from the last 3 months I don't know what is the use if I have already sent them all my characteristics I feel like I am in a power of attorney no in a casino

Si ho presentato carta d’identità, patente e il mio estratto conto del Postepay evolution dell’ultimo anno dove mi dovrebbero accreditare i soldi. Ma mi chiedono un certificato di residenza degli ultimi 3 mesi non so a che serve se gli ho mandato già tutti i miei connotati mi sembra di stare in una procura no in un casinò

Still weren't able to solve the problem?

Ancora non siete riusciti a risolvere il problema?

Dear Sabato,

I do apologize for replying a bit later. Could you please advise if you can get hold of the certificate of residence from the last 3 months?

Dear Sabato,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.