The player from Italy had experienced difficulties with the casino's withdrawal procedures. After his initial withdrawal request, the casino had requested a photo of the credit card used for deposit. The player complied, but the casino subsequently asked for PDFs of other cards that the player did not have. We attempted to assist the player by extending the complaint timer by 7 days and asking for more details about the documents he had already provided. However, the player did not respond to our messages and inquiries, preventing us from further investigating the case. As a result, we had to reject the complaint.
MyStake Casino - Player encounters problematic withdrawal procedures.
Amount: €200
MyStake Casino
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
Public
Public
1 year ago
Translation
Hi everyone, I'm new to Mystake and the first time I made a withdrawal request, I received an email asking me to send a photo of the credit card (the same one I use to deposit), only showing the first 6 digits and the last four. I took the photo and sent it, and then received another email, similar to everyone else, asking me to send PDFs of other cards.. The only card I have is the one I use to play... Thanks to anyone who can give me an explanation or even lend a hand in resolving this issue, I need these funds as soon as possible.
Automatic translation:
Public
Public
1 year ago
Dear lahoua94,
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 take 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?
Have any of your documents been approved by the casino?
Please forward all the relevant communication between you and the casino regarding this issue to veronika.l@casino.guru.
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
