MyStake Casino - Die Überprüfung der Identität verzögert die Auszahlung des Spielers.

Hello there! I have contacted you as I've noticed how efficiently you tend to resolve issues. My problem is that my identity cannot be verified. I am getting an error notification, even though I already did what was required; I sent photographs of my identification and completed a facial scan. That's when I encountered the issue. I communicated using the email address provided in the notification. However, the problem is that I need to withdraw my money as soon as possible. If you could assist me, I would really appreciate it.

Hola que tal, me comunico con ustedes, ya que vi como suelen solucionar los problemas con éxito, mi inconveniente es que no pueden verificar mi identidad, sale la siguiente notificación, y yo ya hice lo correspondiente, anteriormente envié fotos de mi identificación e hice un escaneo facial, allí me surgió el problema, me comuniqué con el mail que figura en la notificación, el problema es que necesito retirar el dinero lo antes posible, si me pueden ayudar se los agradecería mucho

Dear horacioguarani,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• After you contacted the casino at kyc@mystake.com, what recommendation have you received?
• Did the casino cite any specific issues with your submitted documents?

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

Best regards,

Tomas

Dear horacioguarani,

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.

Hello, I already solved it. Thank you

Hola, ya lo solucioné. Gracias

Dear horacioguarani,

I'm glad to hear that your issue has been resolved successfully. 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,

Tomas

Casino.Guru