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

Hi I’m hoping you can help me

I started on this app a few days and got a few wins

manage to deposit many times, and now it’s come to withdrawing, suddenly they need more verification.. I already passed all verification required to this point.

They are now asking me to provide a photo of my debit card front and back..

this sounds abit sketchy to me.

any help would be appreciated.

thanks

Dear Cd2610,

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.

Ensure you are communicating with the casino and not with scammers.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@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, 

Dominika

Dear Cd2610,

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.