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Hello, I've been having problems for weeks now because they want a video verification, which I've already submitted twice, because the first time they claimed selfie mode was off. Now I haven't received a proper response for days. Instead of replying, they could just watch the one-minute video. They're obviously stalling me.

Hallo seit Wochen habe ich Probleme da sie ein Videoverifizierung haben möchten, die ich schon 2x abgeschickt habe, weil beim ersten Mal angeblich der Selfie Modus aus war. Jetzt kriege ich seit Tagen keine vernünftige Antwort. Anstatt mir zu antworten kann man sich doch einfach das eine Minute Video anschauen. Sie halten mich augenscheinlich hin

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which documents you sent to the casino for verification? Have all these documents been approved by the casino’s relevant department?

What documents did you have to present during your verification video?

Have you received any confirmation from the casino that your video was received and will be reviewed by the relevant department?

When exactly did you submit the verification video to the casino?

What types of games did you play to accumulate your winnings?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

I submitted all the required documents, including a copy of my ID and proof of address. My account was then fully verified and approved via the SumSub platform.

The casino then requested an additional video in which I showed my ID and a piece of paper with the requested information. I successfully uploaded this video twice. Each time, the casino confirmed that the video had been received and forwarded to the relevant department.

Since then, I've been waiting for almost two weeks for a response or approval. I sent the first video about a week and a half ago. Despite repeated inquiries, I haven't received any concrete information about the processing status. Of course, I also have the entire conversation with the casino, which I'll send you, Veronika, by email.

Ich habe sämtliche geforderten Dokumente übermittelt, darunter Ausweiskopie und Adressnachweis . Mein Konto wurde daraufhin vollständig verifiziert und über die Plattform SumSub genehmigt.

Anschließend forderte das Casino zusätzlich ein Video, in dem ich meinen Ausweis und einen Zettel mit den geforderten Angaben zeige. Dieses Video habe ich zweimal erfolgreich hochgeladen. Vom Casino erhielt ich jeweils die Bestätigung, dass das Video eingegangen ist und an die zuständige Abteilung weitergeleitet wurde.

Seitdem warte ich jedoch seit fast 2 Wochen auf eine Rückmeldung oder Freigabe. Das erste Video habe ich bereits vor etwa anderthalb Wochen gesendet. Trotz mehrfacher Nachfrage erhielt ich bislang keine konkrete Information zum Stand der Bearbeitung. Ich habe natürlich auch die gesamte Konversation mit dem Casino, dass ich dir Veronika per Email zukommen lasse.

Thank you for your response and for sending me the email.

Has your video been reviewed by the casino’s relevant department in the meantime? If so, could you please let me know the outcome of their review?

If you haven’t received any reply from the casino yet, kindly forward the video to me as well.

I still haven't received an answer, unbelievable, isn't it? I just keep getting put off...

Ich habe immer noch keine Antwort, unfassbar oder und werde immer einfach nur vertröstet…

Dear nouri499

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello, I would like to announce that the first smaller payments have arrived.

Hallo ich möchte bekanntgeben das die ersten kleineren Auszahlungen eingetroffen sind

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite MyStake Casino representative to join this conversation.

Dear MyStake Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello,

We have withdrawal limits, and he should consider them while withdrawing:

Hello,

Thank you for the clarification regarding the withdrawal limits.

Dear player,

According to the casino representative, your account verification issues have been resolved and your withdrawals are now being processed according to the casino’s standard limits (weekly €7,500 and monthly €15,000).

Could you please confirm whether you have received any additional payments since your last update? This will help us determine the current status of your withdrawals and ensure everything is proceeding correctly.

Thank you in advance for your cooperation.

Kind regards,

Barbora

Hello, I'm still waiting for a large part of the money; I'll get in touch when it's all there!

Hallo, ich warte noch auf einen großen Teil des Geldes, wenn alles da ist melde ich mich!

Hello,

I hope you are doing well.

I would like to kindly follow up regarding the status of your withdrawals. Could you please let me know if you have received any additional payments since your last update?

Thank you in advance for your cooperation. I look forward to your response.

Dear nouri499,

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,
Barbora
Casino.Guru