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

Rejected my withdrawal due to needing to verify card, but I have sent my card details and now I can’t even attempt to make a withdrawal. It says I do not have permission to withdraw

Dear shauna94messenger,

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

Yeah all my account is verified and just had an email to send my card details which I used to deposit and then after I did that it got rejected. Hope this gets resolved! I am definitely the right person, shauna m******** 28 years old from the UK.

I am not allowed to withdraw as it says I’m not permitted to do so anymore. So I can’t even attempt to withdraw again now.

Getting no response from any of the emails that have been in contact with me.

Have you been advised why your credit card verification has been rejected? How many payment methods you have used to deposit funds into your casino account? Are you the rightful owner of that payment method, please?

No not be told why it’s been rejected and only used one card and yes I am the rightful owner.

Thank you very much, shauna94messenger, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello shauna94messenger,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

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

Dear MyStake Casino,

Can you please provide information on why is the player not able to request a withdrawal? Is the player's account verification still ongoing?

If the information can't be shared publicly please sent them to me at michal.k@casino.guru

I dunno I couldn’t withdraw any money and now I’ve spent it all because you wouldn’t let me withdraw it.

Dear shauna94messenger,

Do I understand correctly that this complaint is no longer relevant? Can you please confirm that you decided to continue playing with the funds and have since lost them all?

Yes and you wouldn’t let me withdraw my funds as soon as I won, quick to take money out my account but not quick to give it back ? And can only take 6000 at a time out and not the full amount.

So what is the point using this site to deposit funds and when you win can’t get your winnings back ? I would just like write bad reviews and share it all throughout social media so no one else can go through this, all other gambling sights let you cash out straight away and find are withdraw with in minutes/ hour of the same day you withdraw. You had to try verify it was my card when clearly it was my card. Just a con website.

Dear shauna94messenger,

As my colleague, Petronela previously stated KYC is a very important and essential process.

None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

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

Sadly as you have decided not to wait until this process finishes and you decided to continue playing with the funds and lost them I'm afraid there is nothing that can be done here anymore and we are forced to reject this complaint.

Again, I understand your frustration and I can agree with you that the whole withdrawal process can be done more quickly and ideally, we would like to see the withdrawals to be processed the same day unfortunately this is not always possible because of various licensing regulations and rules.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal