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They do not verify my account, I have spent more than 7 hours trying to pass valid documents and they all denied me, this is a life without living, I want to get my money at once. I have contacted the live support, which is useless, since they do not respond to emails. It is a shame

No me verifican mi cuenta, he estado mas de 7 horas intentado pasar documentos validos y todos me los denegaban, esto es un sin vivir, quiero sacar mi dinero de una vez. He contactado con el soporte en vivo, que no vale para nada, y a los correos no responden. Es una verguenza

Dear sergio1998,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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

Hello good, first of all, thank you very much for your attention. The problem specifically is the proof of residence, I tried everything, I gave them my ID where all my information appears and they denied it, also a bank statement... like so many things I sent.

Yesterday was when I tried to withdraw the money and tried to get my account verified. Currently it does not let me send more documents, it tells me to contact me by mail. The only thing I don't want is for them to take my money. I don't know what I can do more.

Hola buenas, lo primero, muchas gracias por su atención. El problema específicamente es la prueba de residencia, lo probé todo, les pase mi DNI donde sale toda mi información y me lo denegaron, también un extracto bancario... como tantas cosas que envié.

Ayer fue cuando intente retirar el dinero e intente que me verificasen la cuenta. Actualmente no me deja enviar mas documentos, me pone que me ponga en contacto por correo. Lo único que no quiero es que se queden con mi dinero. No se que puedo hacer mas.

Thank you very much, sergio1998, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello sergio1998,

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 and participate in the resolution of this complaint.

Dear MyStake Casino,

Can you please provide an update on the status of the player's verification, and advise on what else may be needed to complete the process?

Kind regards,

Adam

Hello Adam,

I'd like to clarify the reason for the unsuccessful verification.

In the beginning, sergio1998 provided an expired ID card, so the system automatically rejected the document.

On the second time, the user failed ''liveness check'' where a person should take a selfie in live.

The person on the proof of identity document didn't match the selfie which was taken by another person (woman).

According to our T&C, '' in case during the verification process some suspicions arise related to the identity of the user, such as but not limited to the occurrence of more than one person in the respective photos, etc., the Company may at its sole discretion terminate the Account due to suspicion of fraud''.

To sum up, the account of the given user will permanently be blocked due to breaching the verification policy.

Kind regards,

Hello MyStake Casino,

Thank you very much for the explanation. Could I ask you please to send the pictures in question as supporting evidence to my email, adam.m@casino.guru, for us to review?

Kind regards,

Adam

Hello Adam,

The relevant team internally discussed the issue of the user.

In the beginning, he provided an expired document, but the relevant selfie.

On the second time, the proof of identity was correct, but the selfie was taken by a woman. We considered that he made an unintentional mistake while completing the ''liveness check'' with help of a friend.

Therefore, we are granting him another chance. sergio1998  can complete the verification process accordingly. In addition, he should provide proof of credit/debit cards he used on our platform.

Then there won't be a problem with the account.

Kind regards,

Hello MyStake Casino,

Thank you very much for the update and for your understanding.

Dear sergio1998,

It seems that if you now submit the correct documents as required you will be able to verify your account. Please keep us updated on any progress.

Kind regards,

Adam

Dear sergio1998,

Have you made any progress with your verification? Has the matter now been resolved?

I will extend the timer for seven days. Please be aware that if we do not hear from you within the set timeframe the complaint will be rejected.

Kind regards,

Adam

Dear sergio1998,

While it appears that this matter may have been resolved, we have not received confirmation from you that this is the case and so the complaint will now be rejected. It can be reopened at any time.

Kind regards,

Adam