MyStake Casino - Player is not able to withdraw his winnings.

Hi, I verified my account and tried to withdraw my money but they still are asking for verification when I have done it all

Dear Gabriel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that the casino is asking you for additional documents in order to process your withdrawal?

If that is the case, 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. None of the serious and licensed casinos takes KYC lightly and there isn’t anything unusual when the casino asks for additional documents, or to submit all documents again. I would suggest providing all the required documents in the best possible quality and as soon as possible.

Please, inform us if there is anything new, so we can continue resolving the case accordingly.

Looking forward to hearing from you.

Best regards,

Kristina

Allright thanks for the advice

Dear Gabriel,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Ive have send the information required and im wanting for there respond

Thank you very much for the update, Gabriel. When exactly did you send the documents? Has the casino advised you on how long it will take to review them?

I sent them another email to verify with them and it seems that i now can withdraw money. I have to wait 2 to 5 days to see if i get my money

Sounds promising, so let's wait for a few more days. I will keep this complaint open, please let me know if there is anything new in the meantime.

Hello everyone,

Thank you MyStake Casino for looking into this issue for us.

Gabriel, would you be so kind and confirm you received your winnings?

Yes i did received them

Awesome news, Gabriel. 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.