MyStake Casino - Player experiences withdrawal and verification difficulties.

Hello everyone,

i'm from morroco, i played and i won in Mystake.com, i tried to withdraw 7 or 8 times via Tether/TRC20, all the tried has been rejected, btw my account is verified, the binance and the mystake account. When i talked to agent, he told to change the payment method, i did Tether but Tether/ERC20. Without any suprise, it has been rejected again. Now i'm not "allowed" to withdraw, i have to verify my skill account, and even my bank statement prooving that i made deposits, ( i don't understand cuz deposits are made in their website so they can check it easily ) when i ask the agent about the exact step that i have to do, he answer like i'm asking another question. And i asked for the limit too, the agent told me 7500 USDT so i'm not even reaching it.

I feel that the site is trying to make me play again with my money or just not withdraw. BTW MY FREIND DID A WITHDRAW WITH TRC20 THE SAME DAY AND IT WORKED, PLEASE HELP ME IF YOU CAN AND READ THIS.

Dear hamzamout0456,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with MyStake Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you made any successful withdrawals from this casino before?

Could you please advise if you submitted the additional identity documents requested for verification by the casino?

Have you tried using a different payment method than Tether?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

Hope you're good. No I made 0 succesful withdraw with the casino.

And yestetday mystake.com send me message, that I have to send documents to one kycmystakeadress, I tried to communicate and ask but I had a answer this morning, they told me to talk with em with the email on mystake.com, but it's already the same.

I tried tether/TRC20 and Tether/ERC20

Thank you again

I sent an email the 1frst time to the email indicated, even if I use the email that is associated to my account, they tell me to send a message again with my email that is associated to my account, this is what I get as a response

They respond me :

This my answer :

Please tell if the passeport is a must

I didn't saw that they told me ONE of the documents, please ignore my previous message.

But they respond me :

Hoping the problem will be resolved after the verification

Thank you for the screenshots. Could you please confirm if you sent the requested documents to the casino? Which documents have you 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? 

Hello Veronika,

According to their demand, I just send them the bank statements of the tree last months in pdf format, colors and high quality.

I waited all this time cause in my bank application I needed to wait for the begining of december to upload the bank statement of november.

Hoping they will respond me soon. Thank you again for supporting me. If there is something new I will let you know.

Thank you for keeping us updated. Have your bank statements been approved by the casino yet? Please let me know.

No answer to my email for the moment, I talked to one of their agent yesterday. The agent told me exactly "they will contact you via email shortly", I'm still waiting.

I'm gonna wait 2 days from now, before talking again to their agents via the chat in casino's site.

Thank you again Veronika.

Thank you very much, hamzamout0456, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Thank you again Veronika, I hope it will be resolved 🙏

Hello there,

Thank you hamzamout0456 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MyStake Casino for their help in resolving this complaint. We would like to ask for your help in this player's verification process.

Thank you!

Hello @hamzamout0456,

Sorry for the misunderstanding you will get an email from our KYC team shortly.

Kind regards,

Mystake

Hello Peter & Mysteak team,

I just received an email, According to their demand I will know send them a photo of my bank card showing just the necessary number with my name, i'm gonna do it know. I'll send a new message on the plateform when they will respond me.

Thank you

Dear hamzamout0456, Thank you very much for the update. Please keep me informed about any further developments.

Thank you in advance!

Hello Peter,

I can confirm that I sent the photos of the front and the back of my Card.

Waiting for their response and Hoping that it will be resolved.

Have a good day

I just saw the email sent by the team Mystake today, and I'm so happy to announce that the withdraw function is finally open now and available.

I'm gonna try it and let you know when I'll have the money in my bank account just to confirm that there is no other issue.

Thank you again Veronika, Peter & teamMystake.

Hello again,

I can confirm that the money has been deposit succesfully in my binance account. I would like to thank you again, you can now close the case.

Thank you Peter, Veronika & Mystake tram.

Dear hamzamout0456,

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,

Peter