MyStake Casino - プレイヤーの本人確認が遅れています。

I am unable to upload my identification document. I have never created an account at any casino before. I deposited some money and wanted to withdraw it, but it asks for identity verification. The problem is that no matter how many photos I take or if I upload my digital ID document, it doesn't accept it.

No me deja poner mi documento de identidad, nunca me había creado una cuenta en ningún casino, cargue algo de dinero y lo quise retirar y me pide la verificación de identidad, el problema es que por más que saque fotos o suba mi documento de identidad digital no me lo acepta

Dear javiergauto1234,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Is your document getting rejected by the casino, or are you unable to upload it to the system for verification?

Please keep in mind that when you are uploading documents for verification, the photo should be clear and of high quality, and all the information should be visible and easily readable. Also, when you are uploading the photo of your ID, all four corners of the document have to be visible. Have you made sure your photograph fulfills all of these requirements?

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

Best regards

Veronika

The casino rejects my document, it meets all the requirements, I even put in my digital document and it keeps rejecting me.

El casino me rechaza el documento, cumple con todos los requisitos, hasta puse mi documento digital y me sigue rechazando.

Could you please send me the document you are trying to upload to your casino profile? Please forward me all the other evidence, including all the communication between you and the casino customer support that could be relevant to the investigation of your case as well. My email address is veronika.l@casino.guru. Thank you.

Dear javiergauto1234,

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.