What Happened
A player from Australia says they finished MyStake's identity check through the Sumsub tool, but when they tried to withdraw about 680 AUD the site said proof of address was still missing. According to the player, support only told them to complete verification and wait for an email that never came. The casino was not asked to respond.
How It Developed
- 2026-09-21Complaint opened over a withdrawal held for a missing address check.
- 2026-09-23The mediator explained why KYC can take a few working days and asked which documents had been sent, when the last one went in and whether the format was right.
- 2026-09-30No reply, so the deadline was extended by a week.
- 2026-10-07The complaint was closed because the player stopped responding. It can be reopened.
Abandoned
The player did not say which documents had been sent, so the address-proof hold on about 680 AUD was never taken to MyStake. It can be reopened.
What Helped
Nothing was tested. Passing the ID step in Sumsub is not the same as passing proof of address; the casino wanted a separate address document. Upload a recent bill or bank statement in the account before complaining, and note the date you sent it.