MyStake Casino - Pelaajan kotiutus viivästyy varmennuksen vuoksi.

Hello!

I registered about a month ago, completed full verification on the site, and made a deposit of $400. I placed sports bets and played in the casino. I won $1,003, so now my balance is $1,403.

When I tried to withdraw my funds, the bookmaker requested a video verification. I provided the video, but they’ve been reviewing it since May 26. For the past 4 days, they’ve been telling me to wait for the verification results, but they haven’t given any timeframe. I don’t know how long this could take — maybe weeks or even months.

I’m starting to worry about my money and would like to withdraw all of it.

Can you help me with this?

Dear vxnknpmfg2,

Thank you very much for submitting your complaint. I’m sorry to hear about the delays you’re experiencing with your video verification and withdrawal.

To better understand your situation and assist you further, could you please clarify the following:

• Was your initial KYC verification (before the video request) completed without issues?
• Have you ever made a successful withdrawal from this site before, or is this your first request?
• Did the casino or bookmaker provide any specific reason why video verification was required after standard KYC?

If you have any screenshots of your communication with the casino or proof of verification submissions, please forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I completed full KYC verification after registration without any issues.

No, this is my first withdrawal.

The reason for the video: "For security reasons "

I have sent you the screenshots by email.

Thank you very much for your response and for sending the screenshots via email.

To better understand the situation and verify whether the casino’s request was handled appropriately, would it be possible for you to:

• Share the full set of instructions the casino provided for the video verification (e.g., what exactly you were asked to show or say in the video)?
• Send us a copy of the video you submitted, if you still have it available?

This would help us assess whether your video met the requested requirements and whether the ongoing delay is reasonable or potentially excessive.

Looking forward to your reply.

Hi! I have a good news! Bookmaker approved my video yesterday and withdraw money. We can close complaint.

Dear vxnknpmfg2,

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 (link here). 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,

Petronela

Casino.Guru