MyStake Casino - Player is struggling to complete the account verification.

Good day,

I topped up my money via Apple pay and now the casino wants to verify my credit cards. In the past, I have already verified the physical card with a photo, it was fine. But now I can't verify the cards. I topped up via apple pay and apple pay always generates a virtual card number for web payments for security reasons. These cards cannot be physically verified. In the screenshots, you can also see the virtual card number at the end, which matches.

Dear tereza.doprava,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes exactly. I have provided all my documents. All me physical plastic cards front and back photos. I have already successfully chosen 7500 E in the past. Mystake casino allows depositing money via Apple Pay. However, Apple Pay has the security of generating a virtual card number for every deposit or payment in the e-shop, which even I don't know. Mystake wants a photo of these virtual cards, which I don't have and can't have. There is no problem with anything else.

Now mystake asked me to send confirmation from the bank about holding one card. So I sent them the confirmation and I'm waiting for confirmation of the verification.

I sent everything they wanted. An official document from the bank about the cardholder with the card number and my name and they keep making up other things. Even though I gave them everything they wrote.

Now I wrote to them that they are causing problems and I am contacting the casino guru and suddenly I got a reply that I am sorry and that I have been verified.

Dear tereza.doprava,

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear tereza.doprava,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.