MyStake Casino - Player's withdrawal is delayed due to verification.

After I won about 12,000 USD in this casino I requested a withdrawal. MyStake blocked my withdrawals and requested a video verification. Since then I have written them many times but always get the answer that the video (5 seconds long) is still being processed.

Dear oezlemaktas,

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 that the review of the video recording seems to be the only issue?
• Have you provided any other documents to verify your identity and have they all been approved?

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,

Kristina

The main problem is the withdrawal restrictions on my acount.

My account has been fully verified weeks ago, I already made a small withdrawal of 100 USD, but after I requested a higher withdrawal all withdrawals on my account were blocked and the video was requested.

Hello, I still haven't received a response by the verification team, and my account is still blocked for all withdrawals. Support won't tell me the reason. Can you please help me?

Thank you very much for your reply, oezlemaktas. Did you accumulate your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina,

I forwarded you the communication between me and mystake.com concerning the video verification.

I used the welcome bonus once but the wagering requirements were finished weeks ago. My current balance is all real money which I accumulated mainly with slots and sports bets.

Best wishes, Denise

I am still waiting for your reply! Do you need anything else?

Thank you very much, oezlemaktas, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear oezlemaktas,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite MyStake Casino representative to join this conversation.

Dear MyStake Casino, could you please provide more information about this case?

Looking forward to your reply.

UPDATE: MyStake wrote me that my video has been successfully verified, but I am still waiting for the withdrawal which has not been processed yet.

I received the withdrawal, you can close this complaint, thank you!

Dear oezlemaktas,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru