MyStake Casino - Spelare upplever fördröjda verifieringsförfrågningar.

Despite completing the verifications they requested, they are still asking. Please note that since the card does not contain your name, please provide a bank statement that will include at least the last 4 digits of the card, as well as your name.

If the statement does not contain your card's digits, we kindly ask you to provide a statement that will include all the deposits you have made on our website with the requested card.

Please note that it must be a PDF format of the statement issued by a bank or downloaded from the banking app.

Nonostante abbia fatto le verifiche che mi hanno chiesto ancora mi chiedono Si prega di notare che poiché la carta non contiene il tuo nome, si prega di fornire un estratto conto bancario che conterrà almeno le ultime 4 cifre della carta, nonché il tuo nome.

Se la dichiarazione non contiene le cifre della tua carta, ti preghiamo gentilmente di fornire una dichiarazione che includerà tutti i depositi che hai fatto sul nostro sito Web con la scheda richiesta.

Si noti che deve essere un formato PDF della dichiarazione rilasciata da una banca o scaricato dalla domanda bancaria

Dear nicolareale93,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify why your card doesn't contain your name? Does it belong to someone else, or has the card been made without your name on in?
• Did you provide the bank statement in the format requested by the casino?
• Have you provided any other documents and have they all been approved?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Maybe I got the bank account format wrong

Forse ho sbagliato il formato del conto bancario

Thank you for your reply, nicolareale93. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

I sent a photo of my card, front and back, and wrote the name of the cardholder on the email, but maybe it shouldn't have been sent in that format.

Ho mandato la foto della mia carta il davanti e il dietro e o scritto il nome dell'intestatario della carta sull'email ma forse non andava mandata il quel formato

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.



Thank you very much, nicolareale93, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) 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.  

Hello, nicolareale93!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

As I can see from casino requests, they need to receive the bank statement where your name and the card number are seen together. Can you request such statement from the bank?

Thank you!

I don't know how to ask him

Non so come chiedergli

You need to go to the bank and tell them: "Please, give me a statement for my account where my name and my card number are written." They should give it to you.

Dear nicolareale93,

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.

We have reopened this complaint by the request from the player.

nicolareale93, I will set the timer for 14 days, so you have time to sort the issue with the bank. Thank you!

nicolareale93, are there any news regarding your issue? Have you been to the bank?

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.

We will reopen this complaint only when player provides us with an information that they have provided necessary documents to the casino.