Hello everyone, Mystake casino continues undeterred not to verify my account and not to make me withdraw money. Although I have sent many documents, totally correct, they continue to make fun of me and to dump the barrel from one side to the other! On the live chat they tell me that they can not do anything and to contact by e-mail, by e-mail instead they tell me that I have to contact via live chat! They also keep reiterating that they cannot do anything, let alone verify my documents, but only through the site, the problem is that they blocked me from posting them on the site! They are shameful, among other things, the agents in chat of a sensational rudeness! SCANDALOSIS, I don't know what to do anymore

Ciao a tutti, il casinó Mystake continua imperterrito a non verificarmi l’account e a non farmi prelevare soldi. Nonostante io abbia mandato tantissimi documenti, totalmente esatti, continuano a prendersi gioco di me e a fare scarica barile da una parte all’altra! Sulla live chat mi dicono che non possono fare nulla e di contattare per e-mail, per e-mail invece mi dicono che devo contattare tramite live chat! Inoltre continuano a ribadire che non possono fare nulla, ne tantomeno verificare i miei documenti, ma solo tramite il sito, il problema è che mi hanno bloccato la possibilità di inserirli sul sito! Sono vergognosi, tra l’altro gli agenti in chat di una maleducazione clamorosa! SCANDALOSI, non so più cosa fare

Hello, cocciacamilla,

It sounds like you need some help to get through the verification.

If I get it correctly you are supposed to upload documents via their website but you have been somehow blocked from doing so, am I correct?

I tried to ask their live chat but the verification section is offline. I'm sure you've already informed the casino that you were not able to submit the missing document. Have you got any reply, please?

Do you know what document is missing?

How do you know you're blocked from posting the documents?

Of course I have already informed the casino that I cannot send the missing document because the site does not give me the opportunity to do so. They told me to email it and they never replied, only once did they reply saying that if I couldn't upload them to the site, they couldn't do anything. But this thing is absurd because they are the ones who manage the checks and all. If the assistants who are there on purpose can't do it, who should do it ???? Anyway, I sent my identity card, I sent two statements of my cards that I have, but they never fit, I don't know what to do anymore! They also told me that for identity verification it's okay, but for residence verification I can't put my ID card back so I tried to ask them if I can use the driver's license as identity verification and the identity card as proof of residence, but they do not give me the opportunity to verify and they do not accept anything !!!!

certo che ho già informato il casinó che non posso inviare il documento mancante perché dal sito non mi danno la possibilità di farlo. Mi hanno detto di mandarlo per e-mail e non mi hanno mai risposto, una sola volta mi hanno risposto dicendomi che se non potevo caricarli sul sito, non avrebbero potuto fare nulla. Ma questa cosa è assurda perchè sono loro che gestiscono le verifiche e tutto. Se non sono in grado di farlo gli assistenti che sono lì apposta, chi dovrebbe farlo???? Comunque ho mandato la mia carta d’identità, ho mandato due estratti conti delle mie carte che ho, ma non gli vanno bene mai, non so più cosa devo fare! Mi hanno anche detto che per la verifica dell’identità va bene, ma per la verifica della residenza non posso mettere di nuovo la carta d’identità, allora ho provato a chiedergli se posso usare la patente di guida come verifica d’identità e la carta di identità come verifica della residenza, ma non mi danno la possibilità di verificare e non accettano nulla!!!!

Here it is, on the site I can't upload them and on the email they reply that if I can't upload them to the site, they can't do anything. Does it seem normal to you ???

Ecco qui, sul sito non posso caricarli e sulla mail mi rispondono che se non posso caricarli sul sito, loro non possono far nulla. Vi sembra normale???

Hello,

I do not think it's normal. I honestly think you should submit a complaint (http://www.kpvfaw.com/complaints/create), so we can check what is the issue and how we can help. One thing is that the casino has some demands regarding the documents, but if you struggle uploading those and they say that there is nothing to do, that's completely a different thing. As far as I understand you have already sent some documents via email, so it's hard to believe that there is no solution at all.

I must admit that I do not fully understand the problem with your ID and driving license though.

Anyway, submit the complaint and we will try to help.

The reply you received from the customer support in unacceptable. When I originally saw the reply, I thought the casino must have a very bad reputation according to our website. Then I was surprised it's actually very good.

I managed to get contact details for their affiliate manager so I'll try to forward this conversation to her.

Thank you very much, hopefully good

Grazie mille, speriamo bene

Hello there,

I can see that the problem is probably associated with an incomplete wagering requirement of a bonus you took. Have you managed to get in touch with the casino to find out how many times you have to wager the amount in order to fulfill the wagering requirement, please?

Hi I have to withdraw a win from mystake, but I can't authenticate my residence despite sending 2 emails with all the documents. Now the upload is blocked. Can anyone help me thanks

Salve devo prelevare una vincita da mystake, ma non riesco ad autenticare la mia residenza nonostante abbia inviato 2 mail con tutti i documenti .ora il caricamento è bloccato.Qualcuno può aiutarmi grazie

Wow, this is actually for the third time this week when I read about an Italian player who's unable to verify the account, because the upload option is blocked.

Try to contact them about your issues on [email protected]. If you still don't manage to get verified even after that, then I guess it's the right time to submit a complaint here.

They swindled me out of 91 dollars, they blocked my account and if I contact support they tell me that in order for them to give me my money, I must contact them by mail. But if I communicate by mail they tell me that they will not return my money

me estafaron 91 dolares, me bloquearon la cuenta y si me comunico con soporte me dicen que para que me den mi dinero me comunique por mail. Pero si me comunico por mail me dicen que no me van a devolver mi dinero

Hello,

I answered you already, but I think that it would be better to keep the conversation in this thread.

I'm sure there must be some reason for this.

Can you paste here the email where the casino informs you that you will not receive the money, please?

I can't stand them anymore! Always problems with this casino! Tonight I deposited € 100 and they took € 103 from my card. Sure, one says "what a massacre you do for € 3", but heck ... € 3 today, € 1 tomorrow, € 5 yesterday! What a drag! They take more and more and never give you explanations, despite the fact that there is no tax to pay nor commissions. I also talked to my bank and they explicitly told me that that money was not taken from them, but from the casino! So I don't see why they make fun of me every time! If you deposit € 100, € 100 must be removed, not € 1 more and not € 1 less !!!!!

Io non li sopporto più! Sempre problemi con questo casinó! Questa sera ho depositato 100€ E mi hanno prelevato 103€ dalla carta. Certo, uno dice "che strage fai per 3€", però cavolo… 3€ oggi, 1€ domani, 5€ ieri! Ma che palle! Prendono sempre di più e non ti danno mai spiegazioni, nonostante non ci sia nessuna tassa da pagare ne tantomeno commissioni. Inoltre ho parlato con la mia banca e mi ha esplicitamente detto che quei soldi non sono stati presi da loro, ma appunto dal casino! Quindi non vedo il motivo per cui prendermi in giro ogni volta! Se deposito 100€, 100€ devono essere tolti, non 1€ in più e non 1€ in meno!!!!!

Hello,

frankly, you did accept their Terms and Conditions. It means that you are well aware of the point the operator mentioned:

"6.       FEES AND TAXES 

You are fully responsible for paying all fees and taxes applied to your winnings according to the laws of the jurisdiction of your residence."

I take it that the payment provider deducted those 3€ from your account - it's supposed to be the transaction fee. But it's only my guess at the moment.

Did you know that there are fees associated with Skrill and Neteller payments as well?

Of course I knew, in fact I paid with a card with which I would not have to pay commissions and nothing else! I spoke to my bank and they said they took them.

Certo che lo sapevo, appunto ho pagato con una carta con la quale non avrei dovuto pagare commissioni e nient’altro! Ho parlato con la mia banca e mi hanno risposto che questi li hanno presi loro.

I would like to point out that frankly, associated fees are also quite common these days. On the other hand, I still think that despite you were not so polite when chatting with the operator, they should still act as professionals and explain the whole situation to you in a kind way.

Wasn't I that polite? Are we kidding ???

Io non sono stato così educato? Ma scherziamo???

Hello, cocciacamilla.

I understand that your problem is important to you and as a casino client you deserve their attention.

I just expressed my opinion (I also read your complaint carefully):

I simply believe that if you ever happened to face other difficulties again, you will probably receive more support if you just try to approach other people straight but politely.

I hope you understand.

Hello. I signed up and checked my identity on 18/05/2022. I made a win of 600 euros the next day. I picked up and everything went ok. Over the next few days I had a subsequent win of € 5000. I've been trying to collect for a week or so and they let me speak to KYC support by email for card verification. For deposits I used two cards that I VERIFY. They ask me for a third card that I have NEVER used and I am not a holder. I sent, as proof, the list of deposits I made and compared it with the balances of the cards I used, despite everything they continue to claim that I used this third card even in the face of the evidence that this is not the case. I made 6 deposits, of which 2 with a Mastercard (already verified) and 4 with a Visa card (already verified). With dates and times that match. I DON'T KNOW HOW TO DO IT ANY MORE.

Ciao. Mi sono iscritto e ho eseguito la verifica dell’identità in data 18/05/2022. Ho fatto una vincita di 600 euro il giorno successivo. Ho prelevato ed è andato tutto ok. Nei giorni successivi ho avuto una successiva vincita di €5000. Sono una settimana circa che provo a ritirare e mi fanno parlare con l’assistenza KYC per email per la verifica delle carte. Per i depositi ho utilizzato due carte che HO VERIFICATO. Loro mi chiedono una terza carta che non ho MAI utilizzato e non ne sono titolare. Ho inviato, come prova, la lista dei depositi che ho fatto e l’ho confrontata con i saldi movimenti delle carte che ho utilizzato, nonostante tutto continuano a sostenere che ho utilizzato questa terza carta anche davanti l’evidenza che non è così. Ho eseguito 6 depositi, di cui 2 con una carta Mastercard (già verificata) e 4 con la carta Visa (già verificata). Con date e orari che corrispondono. NON SO PIù COME FARE.