MyStake Casino - Player claims that payment has been delayed.

Hi,

i tried to withdrawal on the casino but they told me to verificate a different credit card that wasn’t mine.

i don’t know how to verificate my card

please help me

Dear luigicapuani,

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

This wasn’t about delayed payment but about a rejected payment

Thank you for your reply, luigicapuani. Have you made any successful withdrawals before? Do I understand correctly that verifying the other card seems to be the only obstacle standing between you and successful verification? Has the casino approved the rest of your documents?

That’s my first withdrawal and yes, the rest of the documentation was approved by the casino.

the only problem that i got was the verification of my credit card

One last thing before we contact the casino - 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.

i sent to you an email but i post here too

just this morning the documentation that i sent to mystake has been verificated

I am happy to hear that there has been some positive progress. Is there anything new with your withdrawal?

i received this morning the withdrawal

Dear luigicapuani,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru