MyStake Casino - Das Spielerkonto wurde aufgrund einer nicht bestätigten Adresse gesperrt.

HELLO, MY NAME IS JOSE, I WOULD LIKE TO FILE A COMPLAINT HERE AS I AM NOT RECEIVING RESPONSES TO MY EMAILS. I REGISTERED ON MYSTAKE, WON 123€, BUT WHEN I TRIED TO WITHDRAW MONEY, MY ACCOUNT WAS BLOCKED. THEY ASKED ME TO UPLOAD MY ID AND ANOTHER DOCUMENT WITH MY HOME ADDRESS, LIKE A UTILITY OR PHONE BILL. THE PROBLEM IS I DON'T HAVE ANY SUCH DOCUMENTS TO VERIFY MY ADDRESS, THE ONLY PLACE MY ADDRESS APPEARS IS ON MY ID. WHEN I UPLOADED SOME DOCUMENTS HOPING THEY WOULD BE ACCEPTED, THEY BLOCKED MY ACCOUNT AND AREN'T RESPONDING TO MY EMAILS. IN CONCLUSION, THEY'VE KEPT MY 123 EUROS. I'LL SEND SOME PHOTOS FOR VERIFICATION.

HOLA ME LLAMO JOSE, QUISIERA PONER UNA QUEJA DESDE AQUI YA QUE NO TENGO RESPUESTA A SUS CORREOS, ME REGISTRADO EN MYSTAKE, HE GANADO 123€ Y CUANDO HE QUERIDO RETIRAR DINERO SE HA BLOQUEADO LA CUENTA, ME HAN PEDIDO QUE SUBIERA MI DNI, Y QUE TAMBIEN SUBIERA UN DOCUMENTO DONDE APAREZCA MI DIRECCION DE CASA, YA SEA FACTURA DE LUZ DE AGUA DE GAS O DE MOVIL, EL PROBLEMA QUE NO DISPONGO DE NINGUN DOCUMENTO DE FACTURA PARA AGREDITAR LA DIRECCIÓN, SOLO APARECE LA DIRECCIÓN EN MI DNI, PUES CUANDO HE SUBIDO ALGUNOS PARA VER SI ME LOS ACEPTABA ME HAN BLOQUEADO LA CUENTA Y NO CONTESTAN A MIS CORREOS.. CONCLUSIÓN SE HAN QUEDADO CON MIS 123 EUROS OS ENVIO ALGUNAS FOTOS PARA QUE COMPROBÉIS

Hello manzanerajose97,

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

My email address and my National ID document were approved, the account was blocked when I sent documents proving my home address, and since I sent several documents to see if any were validated, since none of them were validated, I exceeded the sending limit. of documents and the account was blocked... I have been waiting for a response for 2 days and I have not received it by email.

Se aprobó mi dirección de correo electrónico y mi documento Nacional de identidad, la cuenta se bloqueo al enviar documentos donde acreditaba mi dirección de casa, y como envié varios documentos para ver si alguno era validado, al no ser ninguno validado supere el límite de envíos de documentos y se bloqueo la cuenta.. llevo 2 días esperando respuesta y no la he recibido por correo electrónico.

Could you please advise since when exactly is the verification process ongoing?

Dear manzanerajose97,

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.