Hi I can't verify my account regarding the residence yet I sent a lot of files where my name and surname and home address were written but it is not accepted in any way how can I do ??

Salve non riesco a verificare il mio account per quanto riguarda la residenza eppure ho mandato un sacco di file dove vi era scritto il mio nome e cognome e indirizzo di abitazione ma non mi viene accettato in nessun modo come posso fare ??

Dear Alefe,

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 the proof of address document is the last obstacle for you to complete verification in the casino? Could you advise what kind of documents did you send for this purpose? Were these documents in the format the casino requires?

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,

Tomas

Yes, I have sent several including my bank statement

other documents in which name and surname and residence address were clearly read but nothing now blocked me from being able to try again because I would like to try again by inserting my identity card as a residence document this time since I entered my driving license as document verification

only that I have sent several emails and no one is answering me to unblock me or anything else now I have also sent an email with my identity document to see what happens

in any case, yes. The only problem it gives me is that of authentication of residence. For the rest, I'm fine with everything

Si ne ho mandati diversi tra cui il mio estratto conto

altri documenti in cui si leggeva chiaramente nome e cognome e indirizzo di residenza ma niente adesso mi hanno bloccato la possibilità di poter riprovare perché vorrei riprovarci inserendo questa volta la carta d identità come documento di residenza visto che come verifica di documento ho inserito la patente

solo che ho mandato diverse email e nessuno mi sta rispondendo per sbloccarmi o altro ora ho pure mandato un email con il mio documento d identità per vedere un po’ cosa succede

comunque si L unico problema che mi da è quello di autentificazione di residenza per il resto sono apposto con tutto

Alefe,

When exactly have you submitted the last document to the casino? Would you be able to forward me any relevant communication between you and the casino to [email protected]?

Yes, I'll send you everything right away

Si le inoltro subito tutto

Hello Alefe,

I haven't received anything from you yet. Did you send any supporting evidence to [email protected]? I'll look forward to your reply.

Yes, I sent you an email, now I'm sending it to you

Si ti ho inviato un email ora te la rinvio

If it doesn't come to you again can you kindly let me know

Se non le arriva di nuovo può dirmelo gentilmente

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

Dear Alefe,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear MyStake Casino,

Could you please state why the player's withdrawal account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you Stefan you are very kind we hope to receive an answer because I sent both the identity card among the photos of the residence document The extract against where the street was written and everything in all the photos reads very well my address residence but they really don't accept me I've been trying for two weeks among other things they block my profile and I can't try again with the same photos

Grazie Stefan sei molto gentile speriamo di riceve una risposta perché io tra le foto di documento di residenza ho mandato sia la carta d d’identità L estratto contro dove vi era scritto la via e tutto in tutte le foto si legge benissimo il mio indirizzo di residenza ma non mi accettano proprio sono due settimane che ci provo tra L altro mi bloccano il profilo e non posso riprovare con le stesse foto

Hello,

We are sorry for this issue. As we have checked, the user has left to verify her address. Our proper department will contact her via Email, please follow the instructions and hope it will be solved soon.

Best regards,

Dear Alefe,

Please follow the casino's instructions and let me know once you get your account verified. Thank you very much in advance.

I am looking forward to your response.

Kind regards,

Stefan

Okey, I'll wait by email and I'll let you know if I get back to you

Okey aspetto per email e le farò sapere nel caso la ricontatto

Mi hanno scritto ciò Please be informed that your identity documentation has been verified. To complete the verification process, the address documentation has to meet the following requirements:  - this could be a utility bill, bank/credit card statement, tax bill, or another government-issued residency statement/certificate dated no more than three months.

 Please note that we do not accept screenshots, cell phone bills, medical bills, purchase receipts, or insurance statements.

Ma io ho già mandato la carta d identità e niente

I tried to send the double-sided identity card in two separate photos but nothing that is really I'm getting tired I tried them all

Ho provato a mandare la carta d identità fronte retro in due foto separate ma niente cioè veramente io mi sto stancando le ho provate di tutteeeee

Dear MyStake Casino,

Could you please help the player verify her account?

Thank you very much in advance.

Kind regards,

Stefan

Hello,

The documents didn't contain the information, which is necessary for the verification. Our team will contact you again and please follow their instructions.

Best regards,

Hi Stefan I solved it because I registered my mother but now I have another problem I asked for a withdrawal of 60 euros the payment was accepted but nothing appears on the card

Ciao Stefan ho risolto perché ho registrato mia madre ma adesso ho un altro problema che ho chiesto un prelievo di 60 euro il pagamento mi è stato accettato ma non risulta nulla nella carta

Dear MyStake casino,

Could you please state why the player's withdrawal has not yet been paid out and when she can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello,

Can you please let us know the username of the account on which you requested a withdrawal?

Best regards,

Hello,

As we have checked, the recipient bank rejected the withdrawal. We kindly ask you to use other payment options except SEPA or SWIFT.

Best regards,

Dear Alefe,

Could you please choose another payment option and let us know here?

I am looking forward to your response.

Kind regards,

Stefan

In reality, the only one would be the bank transfer

In realtà L unico sarebbe il bonifico su fondo corrente

Dear Alefe,

In that case, I suggest you contact your bank and ask why they rejected the payment from the casino. The casino has no power to persuade your bank to receive the funds from the casino.

Another option would be to check the withdrawal options in your casino account. For example, you can create an e-wallet, verify this option in the casino and withdraw the funds.

Thank you very much for your understanding.

Kind regards,

Stefan

Dear Alefe,

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.