MyStake Casino - O jogador está lutando para concluir a verificação da conta.

Hi, I'm contacting you because they won't let you verify with my identity (DNI)

In which it tells me that I have already verified in another profile with the same ID

I would like to know if you can put another ID or be able to close the other account so I could verify the one I have.

Thank you very much!!

Holaa me comunico con usted por que no le dejan verificar con mi identidad(DNI)

En la cual me dice que ya eh verificado en otro perfil con el mismo DNI

Quisiera saber si se puede poner otro DNI o poder cerrar la otra cuanta asi podria verificar la que tengo.

Muchas gracias!!

Dear Thiagomartinez,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Do I understand correctly that you have two accounts in this specific casino?

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,

Petronela

Dear Thiagomartinez,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.