Hi i’m a verified user at mystakecasino.com basically what happend was that they send me an email where they wanted me to send a video with my documents etc etc. I did it but probably i send them my other id card( i have two italian and maltese) most probably i used different id in the video( I don’t remember wich one i used to verified at first) and after all i recive the email that i was making fraud action and brake the term and condition. All the documents I showed its everything under my name and i can prove it. I’m a bit pist off because i have 800€ balance in that account

Hello Cody,

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? Could you please forward the mentioned documents to [email protected]?

Please 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

Thanks nikolas ive send you everything in the email i will send you a second email with both my id

Hello Cody and thank you for the provided information in e-mail. I will now forward your complaint to my colleague Natalia ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Cody,

I've reviewed your case and am sorry that you came across such a problem with the verification of your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear MyStake Casino, I'd like to ask you to join this conversation and share more information regarding the case.

As I understand correctly, the player is an Italian citizen, and he used his Italian "Carta d'Identita" to register, however, during the video verification the player recorded his another document - residence permit in Malta. As I can see, his account was closed as he was accused of using the documents belonging to another person. Have you checked the documents thoroughly and identified that, in fact, these were two different types of documents belonging to one person?

Anyway, I'd appreciate if you could share your explanation of the situation. If you have any supporting evidence, please send it to my email address [email protected].

Looking forward to hearing from you!

Best regards,

Natalia

Hi Natalia thanks for your time, I have already spoken to the mystake KYC and I resolved it myself. Very friendly for having understood my situation but I must also say that they are a little uninformed and slow when it comes to these matters (I have read many experiences of people with the same problem as me and they have had the same treatment (intended as timing that if you they reply after days you must be lucky, poor communication etc)). Having said that I would like to thank the casino guru staff for "giving me a hand" sorry guys I beat you to the punch ??

Ciao Natalia grazie del tuo tempo, ho giá parlato con il KYC di mystake e ho risolto da me. Molto cordiali ad aver capito la mia situazione ma devo anche dire che sono un pochino disinformati e lenti quando si tratta di queste faccende( ho letto molte esperienze di gente con il mio stesso problema e hanno avuto lo stesso trattamento(inteso come tempistica che se ti rispondono dopo giorni devi essere fortunato, scarsa comunicazione ecc)). Detto ció vorrei ringraziare lo staff di casino guru per avermi "dato una mano" scusate ragazzi vi ho battuto sul tempo ??

Dear Cody,

I'm sorry we couldn't intervene earlier, but it sounds great that your issue has been resolved successfully in the end. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

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