MyStake Casino - Player facing withdrawal restrictions due to location.

Yesterday I wanted to withdrawal money from this site after winning, but they rejected the withdrawal and asked me to verify myself.

Now the only problem is that I think my country the netherlands is resteicted, this while I don't even use a vpn to login and use the site. I've also never tried to use false info.

Can I get the money out?

Dear better321,

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Did the casino notify you about any issues related to your geolocation?

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,

Petronela

Thank you for your reaction,

yes, it is only the verification of my identity.

the thing is i haven't verified myself, because i am afraid that when they know i'm from the Netherlands (a restricted country) they will keep the money and lock me out of my account.

Now I can verify myself, but don't know if I have any ground when they tell me that I can't withdraw anything.

Thank you very much for trying to help, you are doing a very good service.

I am not betting any more, a day of my life.

On that note, can you please delete my account here.

Am I correct in understanding that you want to close your Casino.Guru account and do not wish to pursue this case any further?

Dear better321,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.