MyStake Casino - Player challenges with additional withdrawal requirements.

Dopo aver fatto la verifica, per effettuare il prelievo, mi sta chiedendo ulteriori dati, come foto di un conto bancario, foto di tasse o prove di cittadinanza italiano, potreste aiutarmi? C’è un documento specifico che posso inviare senza problemi?

Dear Fabrizio99, 

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

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

Ciao, mi chiede documenti come dichiarazione dei redditi, o una ricevuta bancaria😅

tra l’altro adesso il sito non mi fa più giocare a slot o monogame😅

Inoltro aggiornamenti, dopo aver fornito al sito ulteriori documentazioni, mi dice "non siamo riusciti ad identificarti" quindi mi è diventato letteralmente impossibile prelevare la quota vinta!

Could you please explain in more detail why the casino is not able to identify you? Please forward any relevant communication between you and the casino to veronika.l@casino.guru.

Dear Fabrizio99,

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.

Sto cercando di capire il motivo per cui non mi accettano i documenti e non riesco a prelevare.

mi dice che vuole ulteriori documenti di riconoscimento e oltre i documenti personali ho inviato anche un estratto conto.

Thank you very much, Fabrizio99, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Fabrizio99,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear MyStake Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for rejecting the documents provided by the player? Have you ever explained to the player what the problem was?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello Fabrizio,

We checked your account which is created using your email and there is no withdrawal request. Please make sure that you are referring to your complaint correctly.

Kind regards.

Mystake team

Thank you for the response, MyStake Casino.

Dear Fabrizio99, would you please specify if you haven't canceled your withdrawal request while waiting for the reply from the casino?

Dear Fabrizio99,

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.