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

Mystake refuses to process the withdrawal and has been asking me the credit cards used.

I have two of them, the others were unique virtual internet card made by my bank provider to ensure the security of the original.

even though I explained it they refuse to pay me. Could you please help?

Dear Benoitcvlr,

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.

Allow me to ask you a few additional questions. Do I understand correctly the verification of your card is the only obstacle in completing your verification? Have you submitted all the other personal documents required for the verification?

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,

Tomas

Dear Tomas,

first of all, thank you very much for your assistance, it means a lot. That’s right, the only thing that block my withdrawal is the verification of three of my virtual cards, created for a unique payment and destroyed immediately after use.

thank you again,

Thank you for your reply, Benoitcvlr.

Have you made any successful withdrawals before?

If there is any relevant communication between you and the casino, please forward it to tomas@casino.guru. Alternatively, you can post it here. Thank you in advance.

No, I already tried once but they rejected it for the same reason.

as for the exchange, they asked me a certificate from my bank account saying that I was the owner of the credit card used. I did send it, it was exactly like they ask me, but they replied that my full name must be written (my bank account mentionned my first and last name, not my second). To me they are just playing with me

Thank you very much Benoitcvlr for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Benoitcvlr 

I'm Michal and I have taken over this complaint. I have reviewed this case and as my colleague Tomas stated, KYC, as well as AML, is a very important and essential process.

I understand that the KYC process can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more userfriendly or quicker, it is a standard procedure that the casinos are entitled to.

With this being said, I will contact the casino to shed more light on this matter.

We would like to invite MyStake Casino to join the conversation.

Dear MyStake Casino

Is the only remaining document the bank statement of the virtual card the player used for a deposit for completion of the KYC process? Alternatively is there anything else the player can provide to speed the process up?

Hi Michal!

thank you very much for your assistance, it seems that everything is okay now, problem is solved. Having you working on the case was great, much appreciated it !

Dear Benoitcvlr

Do I understand correctly that your verification process has been finished successfully? Did you receive your winnings yet?

Hi Michal!

verification process has been completed successfully, I am waiting for my withdrawal to be transferred on my bank account but it seems there won’t be any problem now

Good news, Benoitcvlr. Please let me know when you receive your withdrawal.

Dear Benoitcvlr,

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.

Hello Michal! Sorry for the late reply, winnings well received, I do trust mystake now! Thank you very much for your assistance!

Great news,Benoitcvlr. I'm glad to hear that you successfully received your winnings. 

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal