I live with my parents and have no way of verifying the address to withdraw money. I have asked for my verification to be reset so I could use my ID for address verification and my passport for personal verification, because I don't have any bills under my name. But as always, they've told me that it's not possible. So what way do I have of withdrawing my money?

Vivo con mis padres y no tengo forma de verificar la dirección para sacar el dinero, he pedido que me restablezcan la verificación para poner el dni en verificación de dirección y el pasaporte en verificación personal ya que no tengo facturas a mi nombre, pero como siempre me han dicho que no es posible, que manera tengo entonces de poder sacar mi dinero?

Dear Issmael09,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with MyStake Casino. 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. I have checked the casino's KYC section and this is the information the casino requires from its players:

Clients go through an automated verification process where they submit:

Name;

Email address;

Date of birth;

Copy of ID/Passport/Driver’s license;

Proof of residence (bank statement, Utility bill, similar – not older than 6 months).

Could you please advise if you have any official document containing your address that you could provide the casino with? E.g. a bank statement with your full name and address or any other bill? Have all of your other documents been verified?

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

Best regards

Veronika

Dear Issmael09,

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.

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.