I played with the bonus in casino and was lucky to win. When I wanted to withdraw my money casino requested a selfie with ID. I provided that selfie and casino informed me that my account is verified, but later they requested a video as additional verification and blocked my account. I provided that video 3 times but casino did not unblocked my account. I don't understand what happened.

Dear Romna,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Have you provided any other documents to verify your identity?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is [email protected]. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I have sent the the relevant communication to your email.

Thank you very much Romna for your emails. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, Romna,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite MyStake Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear MyStake Casino Team,

Could you please state the reason why the player's account was not successfully verified? Can you explain the situation from your point of view? What documents are problematic? What steps does the player need to take to successfully verify their account and get it unblocked?

Thank you in advance for providing the information.

Hello,

The user requested a withdrawal of the winnings on 06.09.2021, it was rejected, because Romna had not finished a video verification.

For now, if the user wants to use the account without issues, a verification procedure must be fully completed.

The account is unblocked so Romna can sign in and proceed with automatic KYC verification (providing proofs of address and identity).

Dear casino, I provided you with the requested video verification a couple of times and you never explained me why you did not accept it.

It means you don't need that video verification now but some other kind of verification?

I completed the automatic verification in casino but still can not withdraw. Can you check it?

Greetings all,

Thank you for the updates and information.

Dear MyStake team,

Can you please look at the player's issue again? Is everything alright now? Is there anything else necessary to be done on the player's side?

Hello Branislav,

While completing identity verification or rather while providing a selfie with an Identity card, our system detected that the user breached the terms of our website.

In case during the verification process some suspicions arise related to the identity of the user, such as but not limited to the occurrence of more than one person in the respective photos, etc., the Company may at its sole discretion terminate the Account due to suspicion of fraud and refund back the last deposited amounts minus 20% of that amount charged as transaction fee.

Thank you for the explanation.

Is there any evidence that could support your claims, please? Can you provide us with the necessary data?

It is possible to share the data directly here, with your response, or by sending them to my email address ([email protected]).

Hello Branislav, 

Our program spotted a stranger beside her when she was shooting a Selfie. The photo demonstrates that she is being directed and not acting on her own volition. 

The person in the background raises obvious suspicions that he is putting pressure on her. As a result, we suspect that someone else exploited her personal details to register and that she was not the one who played in our casino.

Once again, I will provide the statement from our T&C’s ‘’ In case during the verification process some suspicions arise related to the identity of the user, such as but not limited to the occurrence of more than one person in the respective photos, etc., the Company may at its sole discretion terminate the Account due to suspicion of fraud’’. 

The user deposited 500 EUR last time, so he/she will be able to withdraw 80% of the deposit (400 EUR), 20% of the amount is charged as a transaction fee. After that, the account will be blocked. 

This is ridiculous. It it is just my friend. It seems you are looking for an excuse to take away my win. Last time when I sent you my video a couple of times there was no one else on the videos but you did not verify my account and blocked it for no reason and now you just found another excuse.

Thank you for the update and information, MyStake Casino Team.

Dear Romna,

What does your friend do on your selfie? Why is he there at all?

The casino's terms and conditions clearly describe these circumstances.

I was doing the verification and wifi signal was bad so I asked my friend to check it because I was in a hurry. I did not notice that he appeared on my selfie.

Dear MyStake Casino Team,

Is this the only thing that caused the player's failing verification, please? Were you provided with other documents valid for verification? Are you able to accept another selfie made by the player that meets your requirements?

Did the player provide you only with this one photo of her (selfie)?

The player should be allowed to verify in the casino. Have you already made a verification call with her? If yes, what was the result of the verification call?

Hello Branislav,

I provided other details by email as they might be sensitive. I hope the information will be helpful in resolving the case. Please let us know if there is anything else required.

As we stated before, there is a clear suspicion she is not a legitimate person to receive the winnings due to violating our T&C's.

Greetings all,

Romna, I was provided with the documents/data that you sent to the casino for verification. The video is of really bad quality and also with excessive noise in the background. I even cannot clearly hear all words you said there. You were instructed to make these things by yourself and to avoid help from another person. It was not met at all. Some casinos require photos and/or videos made by a selfie camera, with a player holding paper and ID in one hand (readable, reasonable distance). It is not impossible to make such a video/photo by one person.

Dear MyStake Casino Team,

Thank you for all data you sent to me. As I mentioned in my email, there are still a few questions that were not answered yet, and maybe it may move the case forward.

Have you already made a verification call with the player (for example via Skype)? If yes, what was the result of the verification call? Could you give her a chance to verify herself this way?

I apologize if I overlooked something before. I will be glad if you correct me.

I apologize if my video verification was done not right. It was not quite clear to me how it should be done. Casino did not request a call verification from me only a video.

Hello Branislav,

I have provided you with another document regarding the given case via email.

Please take it into consideration while resolving the complaint.

Greetings all,

Thank you, MyStake Team, for providing the additional data. I replied to your email a while ago.

However, we cannot accept the provided document as sufficient evidence for your claims and the casino's decision.

Why the verification call has not been done, yet, please? The casino should be able to make it and find out/confirm the necessary information by making that. Is the casino able to make a video call with the player and provide us with the recording?

Based on the casino's request, I am extending the timer and providing it with more time to collect the additional data.

Hello Romna,

Please provide us with your mobile number which will be connected to WhatsApp.

Send us your contact info at [email protected] and then our relevant team will get in touch with you regarding the case.

Dear Romna,

I would like to ask you to follow the casino's instructions.

Did you already send the required information to the above-mentioned email address?

I have replied to the email from casino and put you on CC.

Dear casino can we set up a time for the call if you want to contact me? I can not always answer the phone when I am at work.

You claimed that you do not speak English in the last email that I received from you.

Can you please explain to us, how is it possible for you to communicate with us in English?

On our website, there is a possibility to write in other languages. Why do you write in English if you do not speak this language? Why is also your email with information that you do not speak English written in good English? I am sorry, but it does not make any sense at all.

Romna, you were provided with a chance to verify your account and the instructions from the casino via email, despite failing to pass the verification several times before. Although I was in a copy of the email conversation, you have not provided the casino with the necessary information yet. Or was I no longer in a copy of the email?

The casino's request is clear and comprehensible. I highly recommend you provide the casino with the necessary details. Then you will be contacted by a responsible department, as the casino stated in the email. There is no need for an exact date and/or time once you provide the casino with the requested.

Thank you for understanding and in advance for answers to my questions.

We are looking forward to hearing from you soon.

Sorry for my late answer. I am trying to lern English that is why I write in English. To write and to speak it is not the same. I need time to think. Sometimes I use translation tool when I am not sure or I want to check if everything is correct. If casino asks me some question and I can not answer in English it can be misunderstood. That is why I wanted to answer in my language. I have just provided the answer per email to casino.

Dear Romna,

Thank you for the explanation.

What is your language, please? Are you able to provide the casino with the requested information and accept the video call also during a working day?

As I mentioned, the casino is willing to perform your additional verification despite the fact that you failed to pass it before, multiple times. I recommend you to adapt the casino's requirements. It could be a problem for the casino to make a verification video call during the weekend.

I have provided new time of call to casino. I would like to have the call in Spanish.

Yes, I see. The provided information does not meet the casino's requirements (again).

To be honest, you are not in the position you could impose any conditions. Your cooperation is necessary in this case. And as I see it, you are preventing the casino from verifying your identity.

Please, be aware this is the last chance to provide the casino with the requested information. We are waiting for the information which was requested from you by the casino. Otherwise, I am afraid there is nothing we can do to help you with resolving your issue and we will be forced to close the complaint accordingly.

Thank you for understanding. We are looking forward to hearing from you soon.

My working hours are irregular and I can not provide some time frame when I am always available. I hope you can understand that.

We tried to contact the user using whatsapp but yet no response has been returned. As I read from Casinoguru's latest reply, it's understood that the verification process is completely user's responsibility and he is not aiding with us to help us complete the process. Anyway, we will still keep trying to reach the customer to put an end to this

Romna, you too should understand that the verification process is the most important process to verify a player's identity in most online casinos. Casinos take this process very seriously and based on the fact they cannot perform this process personally and meet with the players face to face, all the requested data and/or documents are requested legitimately. In addition, you had enough time to translate the necessary instructions during the verification process to your language if anything was not clear, but you still did not meet these requirements and you sent incorrect and untrustworthy data to the casino several times. In some cases, for some unexplained reason, with a few days delay. Despite all these indicators, the casino was willing to cooperate and, from their goodwill, allowed you to verify yourself. It even tried to agree on a verification video call, giving you another chance for verification. You got only one requirement from the casino, and you failed to provide it with the needed information.

Unfortunately, after gathering all the necessary information and data, we are rejecting this complaint because the player failed to cooperate and provide the necessary data for moving the case forward and kept preventing the casino from taking the necessary actions. There is nothing else we can do to help.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Once the player provides us with sufficient evidence of their cooperation, the complaint can be reopened.

If the player is not satisfied with the complaint solution, I recommend she consult the gambling authority that the casino is regulated by.

Thank you very much, MyStake Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, www.kpvfaw.com