MyStake Casino - Spelare har problem med adressverifiering.

Hello, I'm having trouble verifying my residence, as I don't have any bills because I still live with relatives. I've sent a series of current documents showing my current address, including my ID, but it still hasn't been able to be verified.

Hola buenas, tengo problema para verificar mi residencia, debido a que no tengo facturas, ya que aún vivo con familiares, les he enviado una serie de documentos actuales donde figura mi residencia actual, incluido mi DNI pero sigue sin poder verificarse.

Hello Danigs93,

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?

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

Hi there,

I've been trying to verify the account for about 3 days.

I have already verified the proof of identity and confirmed the email, I only need proof of residence, because it asks for some documents which I do not have.

I had presented them with other similar documents justifying my residency but they did not accept them, so that is why I cannot complete the account verification.

I know the process can take several days, but in this case they rejected the documents I submitted very quickly.

All the best.

Hola buenas,

Llevo unos 3 días intentando verificar la cuenta.

Ya he verificado la prueba de identidad y confirmado el correo electrónico, solo me falta la prueba de residencia, debido a que me pide unos documentos los cuales no poseo.

Les había presentado otros documentos similares donde se justifica mi residencia pero no los aceptan, así que por eso no puedo completar la verificación de cuenta.

Sé que el proceso puede tardar varios días, pero en este caso rechazaron los documentos que presenté muy rápidamente.

Un saludo.

Hello Danigs93,

Did the casino specify why was the document rejected? Did you try to resend it in a different format or with more details included?

They simply say that it is of no use to them, that they need another type of document which I do not have. And it seems strange to me that it is to confirm residence when on my ID, and on the rest of the documents, it says the residence where I live.

Simplemente dicen que no les sirve, que necesitan otro tipo de documento del cuál no dispongo. Y me parece raro que sea para confirmar la residencia cuando en mi ID, y en el resto de documentos pone la residencia en la que vivo.

Hello Danigs93,

Please forward the communication between you and the casino to nikolas.b@casino.guru. Which documents did they request which you do not have?

Dear Danigs93,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.