The player from Paraguay is experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
MyStake Casino - Player's not able to withdraw his winnings.
Amount: 550 ₮
MyStake Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
It is a shame. I'm trying to remove my winnings for a week and I can't. They ask me to send a verification video and I have already sent it twice and they do not respond at all. I correctly did everything that requested the deposit bonus, I played until it was unlocked and in the same way I cannot withdraw my money
Automatic translation:
Public
Public
1 year ago
Dear Ariel95,
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 reviewing the verification video seems to be the only obstacle standing between you and your winnings? Have you provided any other documents to verify your identity? Have they all been approved?
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,
Kristina
Public
Public
1 year ago
Translation
The problems have already been solved. I hope they can improve their verification system to make it faster
Automatic translation:
Public
Public
1 year ago
Dear Ariel95,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
