Hi, I'm having an issue. I signed up for the site and completed all the verifications, but I'm unable to verify my residence as I only have a Postepay account under my name while everything else is under my grandfather's name. For the identity verification, is it possible to use the back of the tax code card? The back side has my residence, first name, and last name listed. Additionally, I've exceeded the number of document submissions, how can this be resolved? How long does it take for the account to be reinstated?

Salve io ho un problema mi sono iscritto al sito ho fatto le verifiche l’unica cosa e quella della residenza che non riesco a fare poiché io ho solo postepay intestata mentre altro è a mio nonno, volevo chiedere nella verifica d’identità è possibile mettere il retro del codice fiscale? Perché nel retro ce la residenza è il mio nome è cognome. Poi mi dice ho superato il numero di volte dei documenti inseriti come risolvo? Quanto tempo ci vuole per il ripristino?

Hello manue2016,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please also note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi, I have verified both the email address and the identity card, the only thing is the residence because everything is in the name of my parents and grandparents including TIM gas enel bills etc. I tried to put the Enel one but it wasn't verified for me pke It wasn't registered to me. As already said or only postepay in my name and I don't know how to proceed the last time I spoke to the casino it was about this problem or I also sent an email but no response now it tells me that the number of attempts to use for the residence documents

Salve io ho verificato sia indirizzo email sia carta d’identità, l’unica cosa è la residenza perché è tutto intestato a i miei genitori e nonni comprese bollette tim gas enel ecc ho provato a mettere quella dell’enel ma non mi e stata verificata pke non era intestata a me. Come già detto o solo postepay intestato a me e non so come fare per procedere l’ultima volta che ho parlato col casino era di questo problema o mandato anche email ma nessuna risposta ora mi dice che o superato il numero di tentativi da usare per i documenti di residenza

Novelty?

Novità?

Hello manue2016,

If you can't upload any more documents within your casino account, forward them the documents by e-mail to their casino support. I'm not entirely sure which exact documents may the casino accept as proof of residence but if any contains your address, it would worth a try to send them.

Please try to send them the document by e-mail and let us know the outcome once their respond.

Dear manue2016,

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.