MyStake Casino - A verificação do jogador está travada.

Hello,

Actually my experience with mystake was very positive until I wanted to verify myself. After I uploaded all the required documents via sumsub, it showed me that my account was verified. Shortly thereafter, the ID Card hook was gone. If I now try to upload my ID card/passport, the same error message always appears:

Sorry, we couldn't verify your identity.We couldn't verify your profile. Please contact our support team: kyc@mystake.com

The above email address always replies with the answer:

Kindly wait for our response.

The live chat and support@mystake say the same and sometimes even say that I will get an answer during the evening/in the next few hours.

The whole thing has been going on for 11 days without a productive answer... I didn't even want to pay out, just verify my account for security reasons.

Hallo,

eigentlich war meine Erfahrung mit mystake bis dato sehr positiv, bis ich mich verifizieren wollte. Nachdem ich alle verlangten Dokumente via sumsub hochgeladen hatte, wurde mir angezeigt, dass mein Konto verifiziert sei. Kurz darauf war der Haken ID Card verschwunden. Wenn ich nun versuche meinen Personalausweis/Reisepass hochzuladen, erscheint immer die selbe Fehlermeldung:

Leider konnten wir Ihre Identität nicht verifizieren.Wir konnten Ihr Profil nicht verifizieren. Bitte kontaktieren Sie unser Support-Team: kyc@mystake.com

Die oben genannte Mail Adresse antwortet immer mit der Antwort:

Kindly wait for our response.

Der Livechat sowie support@mystake sagen das gleiche und sagen manchmal sogar das ich Laufe des Abends/ in den nächsten Stunden eine Antwort erhalten werde.

Das ganze zieht sich jetzt schon um die 11 Tage, ohne eine produktive Antwort... Ich wollte nicht einmal auszahlen, lediglich aus Sicherheitsgründen mein Konto verifizieren.

Hello Imbaa999,

Thank you very much for submitting a 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.

When exactly did you begin the verification process? Did you make any deposit while the process was ongoing? Do you have any real or bonus balance on your account at the moment?

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

Hello Nick,

I should have started the verification process on the 13th of this month. I haven't made a deposit since then, but deposited a total of €800 in April. This is not bonus money, everything is real money.

Many thanks for the help.

Hallo Nick,

den Verifizierungsprozess sollte ich am 13ten diesen Monats begonnen haben. Eine Einzahlung habe ich seitdem nicht getätigt, allerdings 800€ im April insgesamt eingezahlt. Es handelt sich dabei um kein Bonusgeld, alles ist Echtgeld.

Vielen Dank für die Hilfe.

Hello Imbaa999,

Could you please advise which exact documents are already verified and which one are still not? Is there any update since your last post, did the casino respond to you in any way?

Hello Nick,

I finally got the opportunity from MyStake to verify my ID (identity card) again via sumsub. This is my last chance.

I will report on Monday, because then I can pick up my new ID card and verify myself immediately.

LG

Hallo Nick,

ich habe seitens MyStake endlich die Möglichkeit erhalten, meine ID (Personalausweis) erneut zu verifizieren via sumsub. Dies sei meine letzte Möglichkeit.

Ich werde am Montag berichten, da ich dann meinen neuen Personalausweis abholen kann und mich sofort verifizieren werde.

LG

There was a problem collecting my ID, so verification won't start until Monday.

Es gab Probleme bei der Abholung meines Ausweises, deshalb beginnt die Verifizierung erst am Montag.

Hello Imbaa999,

Thank you for the update. Please let us know as soon as possible if there is any news regarding the case.

Hello Imbaa999,

We haven't hear from you in a while. Could you please advise if there was any update regarding your verification.

Please note that if we won't get any respond within the next 7 days from you, the complaint will be rejected.

Regards,

Nick

The complaint will be now rejected for the above mentioned reason.