MyStake Casino - プレーヤーは認証で問題が発生しています。

Basically today after a couple of months I went to withdraw my money from "Mystake" and I was surprised that I only had my address verified, therefore, what I did was go to verify what I I asked and got this:

I don't think the screenshot is visible, but just in case it said: "Unfortunately, we have not been able to verify your identity" in English. So I have spoken to Mystake by email and their response has been that they have blocked my account for pretending to be another person in the verification, which is a total lie. And a few minutes later, when I looked again at mystake I saw that my account was blocked. I think this has already happened to someone else and I want a solution please, thank you.

Básicamente hoy después de un par de meses he ido a retirar mi dinero de "Mystake" y me he encontrado con la sorpresa de que solo tenía verificada mi dirección creo, por lo tanto, lo que he hecho ha sido ir a verificar lo que me pedía y me ha salido esto:

Creo que la captura no se ve, pero por si a caso decía: "Desafortunadamente, no hemos podido verificar su identidad" en inglés. Entonces he hablado a Mystake por correo y su respuesta ha sido la de que me han bloqueado la cuenta por hacerme pasar por otra persona en la verificación, cosa que es totalmente mentira. Y unos minutos más tarde, cuando he vuelto a mirar en mystake he visto que me han bloqueado la cuenta. Creo que esto ya le ha pasado a alguien más y quiero una solución por favor, gracias.

Dear Sebastian7, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

I really don't remember the verification sections that are in mystake but I do know that the last one was done and I think it was to verify you as me. I also left it that way because I didn't want to withdraw the money but I thought it was already verified and yesterday when I went in to do the 2 verifications that I had left it didn't let me and after sending an email to mystake support they blocked my account. The last and only document that I had verified I did months ago. But everything in the correct format, what happens is that I did not continue with the verification because I did not want to withdraw the money until yesterday. And I don't know why but it sounds to me that before mystake only asked for 1 verification because I remember from months ago looking at how he withdrew with cryptocurrencies and if he had wanted to do it at that time, in theory he could have because it was as verified. The thing is that I want my money because it has cost a lot to get it and there are many things that do not seem fair to me. Thank you

Realmente no me acuerdo de los apartados de verificación que hay en mystake pero si se que el último lo tenía hecho y creo que era verificarte como que soy yo. Igualmente lo deje así porqué no quería sacar el dinero pero yo pensaba que ya estaba verificado y ayer cuando entre a hacer las 2 verificaciones que me quedaban no me dejo y despues de envirle un correo a soporte de mystake me bloquearon la cuenta. El último documento y único que tenía verificado lo hize hace meses. Pero todo en el formato correcto lo que pasa que no segui con la verificación porqué no he querido sacar el dinero hasta ayer. Y no sé porqué pero me suena que antes mystake solo pedía 1 verificación porque recuerdo de hace meses mirar como se retiraba con cryptomonedas y si hubiera querido hacerlo en ese momento en teoría hubiera podido porque estaba como verificado. El caso es eso que yo quiero mi dinero porqué mucho ha costado conseguirlo y hay muchas cosas que no me parecen justas de mystake. Gracias

I checked the KYC/AML Policy of MyStake Casino and this is what I found:

Required Information

Clients go through an automated verification process where they submit:

• Name;
• Email address;
• Date of birth;
• Copy of ID/Passport/Driver’s license;
• Proof of residence (bank statement, Utility bill, similar – not older than 6 months).

Have you provided all of these documents? Do your personal data on all of these documents match? Could it be possible that you've changed your address in the previous months?

Please forward any documentation that might be relevant to the case to veronika.l@casino.guru. Alternatively, you may post it here.

Yes I sent it, and I have not changed my residence or anything

Si lo envié, y no he cambiado de residencia ni nada

Please forward all the documents the casino has not approved to veronika.l@casino.guru.

Veronika, but I don't remember the documents that she asked me for at that moment. Anyway, I don't know what they can be of use to you, but if you contact me: s****@gmail.com, then I'll send it to you. Thank you.

Veronika pero no me acuerdo de los documentos que me pedia en ese momento de todas formas nose para que te pueden servir pero si te pones en contacto conmigo: s****@gmail.com , pues te lo envío. Gracias.

The documents needed for verification are a valid ID, proof of address, and proof of payment. These documents must contain personal data belonging to one person only and match the information you put in your account. Please forward the email MyStake sent to you after closing your account to veronika.l@casino.guru.

Thank you very much, Sebastian7, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello there,

Thank you Sebastian7 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MyStake Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and if we can do anything to help resolve this issue.

Thank you!

Ok thank you very much, for the moment I don't have to do anything else right?

Vale muchísimas gracias, por el momento no tengo que hacer nada más no?

That is correct, we will await a response from a casino representative.

Thank you for your understanding!

Dear Sebastian7, I was able to get in contact with a casino representative and was shown evidence that you have tried to verify your account using documents belonging to different people. Are you aware of this happening?

Thank you in advance!

A long time ago but I only tried 2 documents because none of them worked for me and I remember that I did it with the driver's license, invoices showing the address of the house and more things that they asked for and I could not verify myself, but that It is not an excuse for them to block my account the same day that I want to withdraw the money because if I had not spoken to them by email, I could continue playing on the platform until the moment I wanted to withdraw my money.

Hace un montón de tiempo pero solo probe con 2 documentos porque no me funcionaba ninguno y me acuerdo de que lo hice con el carnet de conducir, facturas dónde se viera la dirección de la casa y más cosas que pedian y no conseguí verificarme, pero eso no es excusa para que me bloquen la cuenta el mismo día que yo quiera retirar el dinero porqué si no les hubiera hablado por correo podría seguir jugando en la plataforma hasta el momento que hubiera querido retirar mi dinero.

And I want to add that obviously at no time did I want to put two documents but I did it to see if they verified either of the two and they did not verify them being correct

Y quiero añadir que obviamente en ningun momento quise poner dos doscumentos pero lo hice para ver si me verificaban alguno de los dos y no me los verificaron estando correctos

Dear Sebastian7, I understand your frustration with the blocking of your account only after you tried to withdraw but you should always submit documents in your name only as it is prohibited for multiple people to use the same account. I will now have to reject your complaint, I am sorry we could not be of more help on this occasion.