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Subject: Problem verifying my account on Mystake

Dear support team,

I am writing to inform you that I am having difficulty verifying my account on Mystake. I have tried to submit proof of residency several times, but unfortunately, none of my documents have been accepted.

I have attached copies of my utility bill,

bank statement and driver's license as proof of my address. Despite these efforts, my account has not yet been verified.

I kindly ask you to check my documents and help me to solve this problem as soon as possible. I am looking forward to getting started with your platform and would appreciate any help you can provide.

Thank you for your attention to this matter.

Sincerely,

Hugo L****

Asunto: problema con la verificación de mi cuenta en Mystake

Estimado equipo de soporte,

Le escribo para informarle que tengo dificultades para verificar mi cuenta en Mystake. He intentado presentar prueba de residencia varias veces, pero desafortunadamente, ninguno de mis documentos ha sido aceptado.

He adjuntado copias de mi factura de servicios públicos,

estado de cuenta bancario y licencia de conducir como prueba de mi dirección. A pesar de estos esfuerzos, mi cuenta aún no se ha verificado.

Le pido amablemente que revise mis documentos y me ayude a resolver este problema lo antes posible. Estoy ansioso por comenzar a usar su plataforma y agradecería cualquier ayuda que pueda brindar.

Gracias por su atención a este asunto.

Atentamente,

Hugo L****

Dear Hugolg,

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 verifying the Proof of Residency seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good afternoon, yes, currently my only problem is the residence verification, since I have already completed the identity verification and the email verification correctly. I have tried to verify it in several ways but none of them accept it, I need your help so that you can provide me with another way to verify my residence, thanks and regards.

Buenas tardes, si, actualmente mi único problema es la verificación de residencia, ya que la de identidad y la verificación de email ya las he realizado correctamente. He intentado verificarlo de varias formas pero ninguna me la aceptan, necesito vuestra ayuda para que me podais aportar otro modo de verificar mi residencia, gracias y un saludo.

I'm still waiting for an answer, if you need any document, talk to me, but I need to verify the account soon to get my money, thank you.

Sigo esperando respuesta, si necesitan cualquier documento hablé me, pero necesito verificar la cuenta pronto para sacar mi dinero, gracias.

Thank you very much, Hugolg, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Hugolg!

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

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello Pavel,

The user didn't upload the proper documents. Proof of address was rejected several times due to understandable reasons.

• User's full address was not on the document
• document's date of issue was older than 3 months
• user uploaded an unacceptable document, precisely screenshots

If he considers all the details and uploads the relevant file, the program will verify him within a few minutes.

Best regards,

Thank you, MyStake Casino team!

Hugolg, please, could you try to submit your documents one more time, according to the request and conditions above?

Dear Hugolg,

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.