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I would like to withdraw my winnings however the site is giving me problems verifying my account (necessary for withdrawal purposes). I was challenged with the document (which was readable and in pdf) and the email, which cannot be replaced, stupid typo in this case on my part 🙁

Vorrei prelevare le mie vincite tuttavia il sito mi da problemi nella verifica dell'account (necessaria ai fini del prelievo). Mi è stato contestato il documento (che era leggibile e in pdf) e l'email, che non può essere sostituita, stupido errore di battitura in questo caso da parte mia 🙁

Dear Flavio,

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.

Could you please advise which documents have you already provided and when exactly? Also, would you be so kind and clarify what typo you made?

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,

Kristina

I provided my ID card and driving license but I don't understand why they were refused. As for the typing error, I am referring to having made a mistake in writing the email of the type the correct email is sime *** 01rn @ ... instead I made a mistake writing only sime *** 01 @ ...., it is a matter of missing "rn" before the @. If it cannot be corrected, I can also replace it with a replacement email.

Thank you for your help.

Ho fornito la carta d'identità e la patente ma non ho capito perché siano state rifiutate. Per quanto riguarda l'errore di battitura mi riferisco ad aver sbagliato a scrivere l'email del tipo l'email corretta è simo***01rn@... invece ho sbagliato scrivendo solo simo***01@...., si tratta di aver mancato"rn" prima della @. Nel caso in cui non si possa correggere posso anche sostituirla con una email sostitutiva.

La ringrazio per l'aiuto.

Thank you for your reply, Flavio. When did you notice this mistake? Have you informed the casino about it and asked them to fix the email address?

Dear Flavio,

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.

I noticed this error when I did the account verification, and I immediately contacted support and they told me that they could not solve this problem, so I contacted the email "kyc@mystake.com" which I had to contact to solve the problem of verifying the identity card, but they replied asking me to contact them with the email associated with the account. Not being able to do it since the email entered by me is wrong I am in a vicious circle. As soon as I mention the email problem, they stop replying to me.

Ho notato questo errore quando ho fatto la verifica dell'account, e ho subito contattato l'assistenza e mi ha detto che non potevano risolvere questo problema, cosi ho contattato l'email "kyc@mystake.com" a cui dovevo rivolgermi per risolvere il problema della verifica della carta d'identità, ma mi hanno risposto chiedendomi appunto di contattarli con l'email associata all'account. Non potendolo fare dato che l'email inserita da me è errata sono in un circolo vizioso. Non appena accenno al problema dell'email, smettono di rispondermi.

Thank you very much for your reply, Flavio. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Dear Flavio,

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 forced to reject 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.