Hi unfortunately you have to communicate that mystake casino is starting to arouse my doubts, I registered more or less 2 weeks ago and as expected I was asked to verify my account. Mystake requires 3 verifications: document, email, proof of residence.

the latter can be proven by means of a gas / electricity / telephone bill or by providing the certificate of residence.

Once emails and documents have been verified, the site encounters a problem with proof of residence due to a difference between my residence (province of Salerno) and my domicile (Rome). After having reported both to the assistance chat (bad chat among other things) and to the reference email, I sent both my official residence certificate at least 7 times, not receiving any response from the email I wrote to.

I ask you for help because the chat is really useless now I am attaching the photos of the unanswered emails, thanks for your attention I hope that my case can be solved

Salve purtroppo devi comunicare che mystake casino sta iniziando a destare i miei dubbi, ho fatto la registrazione più o meno 2 settimane fa e come da copione mi è stato chiesto di verificare il mio account. Mystake richiede 3 verifiche: documento, email, prova di residenza.

quest’ultima può essere provata mediante bolletta di gas/luce/telefono oppure fornendo il certificato di residenza.

Verificati email e documenti il sito riscontra un problema con la prova di residenza a causa di una divergenza tra la mia residenza (provincia di Salerno) ed il mio domicilio (Roma). Dopo aver fatto presente sia alla chat d’assistenza ( chat tra l’altro pessima) sia all’ email di riferimento ho reinviato ad entrambi il mio certificato di residenza ufficiale per almeno 7 volte, non ricevendo nessuna risposta dalla mail a cui avevo scritto.

vi chiedo un aiuto perché la chat è davvero inutile ora allego le foto delle mail senza risposta, grazie per l’attenzione spero che il mio caso potrà essere risolto

Dear spinelligiandomenico,

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.

Do I understand correctly that verifying your permanent address seems to be the only obstacle standing between you and your winnings?

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,

Petronela

Hi, thanks for the reply

The only obstacle between me and the winnings is verifying proof of residence, which I have repeatedly provided over the last week. What aroused me the most doubts were the responses to my emails coming from an address other than the one to which I had written where infinite series of codes appeared, emails that I have screenshotted among other things as proof of my statements. I hope it's just a matter of time and I thank you if I decide to continue looking into my case.

thanks, see you soon

Ciao, grazie per la risposta

L’unico ostacolo tra me e le vincite è la verifica della prova di residenza, che ho più volte fornito nell’arco dell’ultima settimana. Ciò che mi ha destato più dubbi sono state le risposte alle mie mail provenienti da un indirizzo diverso da quello a cui avevo scritto dove apparivano infinite serie di codici, mail che tra l’altro ho screenshottato come prova delle mie affermazioni. Spero che sia solo un problema di tempo e ti ringrazio se dovessi decidere di continuare a prendere in esame il mio caso.

grazie a presto

Thank you very much, spinelligiandomenico, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

hello thank you will I be contacted by him or will I have to get in touch?

thanks again, see you soon

ciao grazie sarò contattato da lui oppure dovrò mettermi io in contatto?

grazie ancora a presto

Hello Spinelligiandomenico.

I am sorry to hear about your troubles.

Sometimes the KYC procedure struggle with some detail and the casino just wants to be sure that everything is OK, but crosschecking everything may take some time.

I would like to invite the casino representative into the case.

Please could you check Spinelligiandomenico's KYC procedure and tell us where the problem is?

Hello Matej,

The user had a problem with address verification. The reason for that is the expired proof of address document.

The player attempted the verification the second time and successfully completed it.

Thus the case is already resolved on our side.

I confirm the version of the casino, since this morning my account was verified and I was able to proceed with the withdrawal. Thanks to casino gurus for the support.

Confermo la versione del casinò , da stamattina mi è stato verificato l’account ed ho potuto procedere al prelievo. Ringrazio casinò guru per il sostegno.

Dear Spinelligiandomenico,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Thanks, MyStake Casino representative, for the quick reaction.