Hi,
I have an ongoing issue with mystake casino. I've deposited via a bitcoin wallet from Coinbase on numerous occasions and I've recently requested a withdrawal of 1000 euro's which has been pending since the 18/01/2022. I completely understand there are KYC protocols in place and I've done nothing but be cooperative with them. I've been verified via email within an hour, I uploaded a driver license which was fully legible to them and this was rejected due to an error on the verification process which stated I had to upload said document to sumsub. I followed these instructions and received a reply via email stating that this company haven't received any additional instructions from OnyxioN B.V after I received another KYC rejection.
I spoke to live chat on the 21/01/2022 and after showing them the error message I get from their KYC verification on the website, I was told there is a technical issue and the team are working on it. I then showed a copy of the message I received from sumsub and was told the same thing. I tried to get more answers but was ignored in the chat from 9:57am until i ended the chat at 11:07am to receive the transcript via email. I then emailed the support team my drivers license with the same message from sumsub and i received as reply stating that I'll have an update as soon as possible.
After checking the website numerous times to see if the technical error has been rectified (the same error and message persisted) I emailed the support team again with the documentation, explanation as to why I can't upload and the correspondence with sumsub. On the 22/01/2022 I received a reply from the support team that my ID has been verified and my address from a utility bill I uploaded was pending. This was reflected on my profile section of the website stating i was verified via email, via ID and utility bill pending.
I sent a follow up email on the 25/01/2022 asking when my withdrawal would be available. I was emailed a response saying In order for a withdrawal of funds, I needed to send the following:
- front side and back side photos of your ID card
- selfie with your ID card
- address confirmation document, dated with the last 90 days (bank statement will be relevant)
- front side and back side photos of your card , you can hide numbers.
- for email verification please visit the link
The previous correspondence about the verification, It appears that I've followed all instructions laid out for verification and the utility bill was the only thing pending. I uploaded every document I have including all correspondence with mystake support, sumsub, all KYC documention and a "selfie" with my drivers license and a written message on a piece of paper detailing the website name and date. At this point, I felt as if I had different answers from different support staff and I received what I believe to be generic and automated replies. I sent three emails with every bit of information I can possibly provide and I then receied a message saying that If I'm unable to upload to the website then they cannot help me...
I'm furious with this whole process, I've been able to deposit since the 17/01/2022 from a bitcoin wallet with 0 problems and all within 30 minutes but verifying my account to receive a withdrawal has been a nightmare. I have all emails, transcript from live chat, documentation and correspondence with everyone over the past week or so. Please can you assist me with this as I'm currently getting fobbed off.
