MyStake Casino - Player’s deposit verification problematic.

They are asking me for a bank statement, but I made the deposit with a Postepay Evolution card. I have provided both the card's IBAN and the Banco Posta IBAN, but they still won't let me withdraw. What should I do? Thank you.

Dear ilariaeddy84,

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.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

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

Thank you very much, yes, the only obstacle is the fact of the bank statement when I made a deposit with post and pay, so there are no deposit movements in my bank account, thank you, you were kind, I'm waiting, I don't have to send an identity card, it's true A thousand thanks

Thank you very much, ilariaeddy84, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, ilariaeddy84,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear MyStake Casino Team,

Could you please look into the player's problem and recommend what steps should she take to successfully verify the disputed casino account? Can you provide her with instructions on how to proceed and pass the KYC/verify the deposit in question?

Hello,

The user has already successfully withdrawn the winnings.

Kind regards

Thank you so much to all of you

Great news, guys!

Thank you, ilariaeddy84, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you very much, MyStake Casino Team, for your help and cooperation.

Best regards,

Branislav, Casino.guru