The player from Italy is having difficulties withdrawing winnings due to incomplete verification. It has been resolved.
MyStake Casino - Player's not able to withdraw her winnings.
Amount: €300
MyStake Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I made the first withdrawal on mystake without any problems, thus verifying my account. Bank transfer arrived the next day. I want to play and win 300 euros. I go to the withdrawal and poof they block everything because there were problems with the account verification. I send the documents to assistance and nothing, still no response for 1 week. How can I do?
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2 years ago
Dear Carmela,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Which documents you have provided? Could you please confirm that you provided all the required documents?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
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I have provided an identity card, bank statement and selfie with the document mentioned above. All sent by email. In short, the same documents as the first verification carried out on the site itself. Still nothing. No one answers me. Useless chat assistance. The same one via email
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2 years ago
Thank you very much Carmela for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@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 soon.
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2 years ago
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Thank you for your reply, we hope to be able to solve this problem, which, by reading, unites everyone a little. I don't feel like losing my winnings
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2 years ago
Hello Carmela,
I looked at your complaint and will do my best to help you. I would like to invite MyStake Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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2 years ago
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Thank you, I would also like some explanations since I don't understand. Assistance now does not exist
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2 years ago
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Now I just got this email, I can't even play on the site. I think they're checking it out, I don't know
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2 years ago
Hello Viliam,
The user has duplicate accounts. One of them was verified before. So the system detected the second account while attempting the verification and automatically rejected documents.
According to our T&C's , ''Creating multiple Player Accounts by a single Player can lead to termination of all such Accounts. Any returns, winnings, or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us''.
We considered the player's situation, so she will be able to withdraw winnings. Afterward, the second account will be clocked. She is allowed to use just a verified primary account.
If the user repeats the same mistake in the future, all of her accounts will be permanently closed including the verified one.
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2 years ago
Dear Casino,
give us instructions what to do in order to keep one player's account active, please.
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2 years ago
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And how to withdraw the winnings, because I still have everything blocked
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2 years ago
Hello,
The user already requested a withdrawal. Therefore the account has been blocked due to being duplicated.
Carmela can only use a primary account from now on. As for the withdrawal, it's being processed for now.
According to our T&C's it takes a maximum of 3 working days.
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2 years ago
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The problem is that I don't remember having a second account, can you help me? I want to continue playing with you
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2 years ago
Carmela, please contact our support team via email at support@mystake.com and they will assist you.
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2 years ago
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Ok, I would like to continue playing with you. Casino guru thanks for the help, thanks mistake, let's see if the transfer arrives and if they'll get my account back
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2 years ago
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I solved with the account, I found the old one !!! Thanks thanks thanks again. I'm just waiting for the transfer to arrive
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2 years ago
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All solved, transfer arrived immediately. Thanks casino guru
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2 years ago
Dear Carmela,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, 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, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
