The player from Italy has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
MyStake Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
MyStake Casino
Safety Index:Very highCase summary
Discussion
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3 years ago
Translation
Good morning,
Although my account is fully verified and with my main card already verified, they require me to verify a card that I have only used once.
I have sent all the documents in my possession to also verify the second card but I do not receive any response and the withdrawal is contested.
Automatic translation:
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3 years ago
Dear MatteoBronzatti,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 years ago
Dear MatteoBronzatti,
Have you received your withdrawal from the casino yet?
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3 years ago
Translation
Good morning,
Yes, after sending a barrage of emails with all the data they requested, they made the payment without confirming the success of the verification.
Thank you
Automatic translation:
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3 years ago
Awesome news, MatteoBronzatti. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
