The player from Italy has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
MyStake Casino - Player claims that payment has been delayed.
Amount: €250
MyStake Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
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2 years ago
Translation
I joined this site a couple of months ago and never had any problems with Deposits and Withdrawals until last week. Suddenly the site asks me for the photo of the card used for top-ups the photo is taken and sent correctly the profile is 100% verified. I believe the card has been accepted but they ask me for a photo of another card that I have never used nor is in my possession and until I provide this proof of this non-existent card since from the beginning I have used only one Card. I am trying to send e-mails but a BOT always replies I guess I have been scammed as they are asking me for photos of a card that does not exist and therefore they will never unblock my withdrawal. How do I fix ???????????
ps attached the non-existent card number of which they ask for the photo
Automatic translation:
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2 years ago
Dear fabrizionicolella,
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
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2 years ago
Translation
Now they are asking me for the apple pay identification number but unfortunately I only see the last 4 digits. I sent a screen shot but it is not enough for them. I don't know how to see the number in full
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2 years ago
Translation
Everything is OK ! The problem has been fixed and I have access to withdrawals again. Thank you
Automatic translation:
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2 years ago
Awesome news, fabrizionicolella. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
