MyStake Casino - Player claims that payment has been delayed.

Hello, how are you, I have a problem with your cacino, it doesn't allow withdrawals because I supposedly had to verify my card.

They asked me for a digital account with a PDF account statement, I sent it to them but now they tell me they do not accept the documents like that. I have been like this since August 14 until today. I still cannot make withdrawals, much less have they verified my card with the documents that I have sent them since August 14. I hope this place can help me or send them my complaint

Dear Felipe.1707,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello, now what they ask is that I verify my card, they already asked me for photos and an account statement, and I already sent everything they asked me, then they tell me that the account statement I send them is not valid when it has my name on it and my digital account number, the bank I'm in only handles that digital account statement.

They only give me long and the casino does not solve anything for me, and the account has already been restricted only to withdraw, but I can deposit.

It makes me absurd because it looks like fraud.

Dear Felipe.1707,

Have you received your withdrawal from the casino yet?

Hello, I have not received anything now, now what they ask is that I verify my card, they already asked me for photos and an account statement, and I already sent everything they asked me, then they tell me that the account statement that they received is not valid send when there is my name and my digital account number, the bank where I am only handles that digital account statement.

They only give me long and the casino does not solve anything for me, and the account has already been restricted only to withdraw, but I can deposit.

Thank you for your reply, Felipe.1707. Have you made any successful withdrawals before? Do I understand correctly that verifying your card seems to be the only problem standing between you and your winnings? Has the casino approved the rest of your winnings?

Moreover, 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.

Conversation

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

If I made a successful withdrawal of 500 dollars, that's just verifying my card is the problem that's why I can't withdraw my winnings.

After my first withdrawal the casino won't let me withdraw anymore and seems to be blocking only withdrawals and no deposits.

Thank you very much Felipe.1707 for your reply. I will now transfer your complaint to my colleague Branislav (branislav.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 soon.

Hello, Felipe,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite MyStake Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear MyStake Casino Team,

Could you please state the reason why the player's account has not been fully verified and/or needs additional verification? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw?

Thank you in advance for providing the information.

Hello Branislav,

The player has not provided the relevant proof of the card used. Our KYC team explained what he should have sent.

In any case, I am writing the details here too.

To verify the requested credit card, the user must provide us with a (card) statement that will include the following details: 

• First 6 and last 4 digits of the credit or debit card (Last 4 digits will suffice).

• Expiration date of the card.

• The cardholder's full name.

Please note that the statement needs to be in an official PDF format. (We do not accept PDF versions of photos/screenshots, we require an official PDF document provided directly by your card provider) .

We are waiting for the player to send us the relevant document.

Best regards ,

Alright, I understand and thank you for the details.

Dear Felipe,

Could you please provide the casino with the required document(s) and let us know about progress once you receive feedback regarding your KYC?

I have sent the bank statement about 4 times and they never accept it, as I mentioned in my bank, only the account statement of my digital card is handled since, as the card is disposable, they cannot give me a sheet where I say the card numbers since if the expiration is lost or expires, they would provide me with other numbers, my bank is Bancoppel if I don't investigate.

I have tried to send everything that they ask me for and it seems that they only play with my time and do not want to give me my money.

What else can I send you?

Dear MyStake Casino Team,

If we are talking about a disposable virtual card that does not exist anymore, what alternative documents would be enough to verify it?

Hello Felipe.1707,

The documents you provided were not the relevant ones.

Since you can't send us the statement of the transaction as we mentioned above, we require proof of deposit. It means you should provide a bank statement in PDF format so we can see the transaction you made on our platform.

Every payment provider keeps data of all transactions. So please make sure to send the document where the deposit made on Mystake will be visible.

Best regards,

Mystake team

Dear Felipe,

You mentioned that you already sent the bank statement about 4 times to the casino. However, I recommend you send them a new one according to the casino's requirements. Also, it does not make any sense to provide the casino with the same document if it was already not accepted before.

So, could you please provide the casino with the required document(s) and let us know about the progress once you receive feedback regarding your KYC?

I am afraid that if you do not provide the necessary documents (standard process), we will not be able to further help you in resolving your issue.

Looking forward to hearing from you.

Hello good afternoon, if I am trying to get the documents mentioned above. I have already sent you the documents, I am going to send you the documents again with what you ask me to see if I can already verify my card.

Greetings,

Thank you for the update, Felipe. We will be waiting for news.

Once you have the necessary documents, please, provide them to the casino and let us know about the progress.

Dear Felipe.1707,

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, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, MyStake Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru