I tried several times to verify my identity on the Mystake casino website and they never gave me the verification, to which I wrote to the live chat support and they told me to try again, I tried again and they prevented me from loading documents. I rewrote the live chat assistance and they replied that I should have sent an email, I sent it and also I sent as many with any document to be able to verify my identity and my residence, but I received no reply. I tried to go back to the site again to upload the documents and I didn't have the chance, I rewrote in live chat and they told me to send an email, again, then I sent an email and they replied to contact them in live chat and that if I couldn't upload the documents to the site, they couldn't do anything. This is how much, even today after several weeks, I have not received an answer and they have never verified my account.

Ho provato più volte a verificare la mia identità sul sito del casinó Mystake e non mi hanno mai dato per buona la verifica, al che ho scritto all’assistenza in live chat e mi hanno detto di riprovare, ho riprovato e mi hanno impedito di caricare i documenti. Ho riscritto all’assistenza in live chat e mi hanno risposto che avrei dovuto mandare una mail, l’ho mandata e inoltre ne ho mandate altrettante con qualsiasi documento per poter verificare la mia identità e la mia residenza, ma non ho ricevuto risposta. Ho provato di nuovo a rientrare sul sito per caricare i documenti e non ne ho avuto la possibilità, ho riscritto in live chat e mi hanno detto di mandare una mail, di nuovo, allora ho mandato una email e mi hanno risposto di ricontattarli in live chat e che se non fossi riuscita a caricare i documenti sul sito, loro non avrebbero potuto far nulla. Questo è quanto, ancora oggi a distanza di parecchie settimana, non ho ricevuto risposta e non mi hanno mai verificato l’account.

Dear cocciacamilla,

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? Was it the incorrect format of the uploaded documents? Could you please confirm that all the required documents were registered under your name?

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

Hi, thanks to you, they sent me an email telling me to be able to re-insert the documents on the site. I did it repeatedly and they didn't accept them for me, in the end it worked and they verified my account !!!

Ciao, grazie a voi mi hanno mandato una mail in cui mi dicevano di poter inserire nuovamente i documenti sul sito. L’ho fatto ripetute volte e non me li accettavano, alla fine ha funzionato e mi hanno verificato l’account!!!

Thank you very much, cocciacamilla, for the update. The least I can do is to leave this complaint open until your confirmation regarding successful withdrawal. Please keep me informed. 

To withdraw again I have not been able, as they told me that I have an active bonus and I cannot withdraw! Do you know by chance, if having this € 50 bonus how many times do I have to play it to have it credited to the balance?

Per ritirare ancora non sono riuscita, poiché mi hanno detto che ho un bonus attivo e non posso ritirare! Sapete per caso, se avendo questo bonus di 50€ quante volte devo giocarlo per farlo accreditare sul saldo??

Please request more information about wagering requirements from the casino directly and keep me informed. They will be able to assist you accordingly.

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!!!!!

Please understand those deposit fees might have been charged by an intermediary bank, not the casino itself. I'm afraid we won't be able to help you with additional deposit fees.

Is there anything else we could try to help you with?

Dear cocciacamilla,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I wish I?could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.