MyStake Casino - Player’s withdrawal delayed due to verification issues.

I attempted to make a withdrawal, and immediately after, I received an email asking for card verification, requesting front and back photos of the card. Since I have a BBVA card and the physical card does not have the card number printed on it, they asked me to send a bank statement with all the deposits made on the site. I sent the entire bank statement with my full name, card number, and all the transactions made on the site. Obviously, it was not acceptable to them, because they do not want to let me withdraw.

I hope this issue gets resolved, because when depositing, they don’t bother verifying the cards beforehand, but when you win something, whatever you send for verification is not good enough. This really smells like a scam.

Dear jcrdqn8rj9,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly the verification of your deposit payment method is the only step in the verification process causing issues?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear jcrdqn8rj9,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.