The player from Italy was struggling to withdraw their winnings due to ongoing verification. The player stated that the casino had requested photos of some credit cards to complete the verification process, but the player had only used one card in their account, which was different from those requested. The casino responded and said that the account investigation had finished and the player should be able to make a withdrawal without further issue. The player did so and confirmed receipt of payment, so the issue was resolved.
MyStake Casino - Player's not able to withdraw their winnings.
Amount: €6,000
MyStake Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hi, I've been playing on this site for some time now, never had any problems with deposits or withdrawals, until one day I was asked to email my credit card photos to verify them and so i did. I received a reply email where they said they had verified my card but to complete the verification I had to send a photo of his other credit cards with the figures indicated by them. Given that I have always made deposits and withdrawals with a single card and that I do not have any of the two cards they requested, I decide to write to the assistance, since then only automatically generated answers but my problem continues to be unsolved. to date I find myself having 6,600 euros on my account without being able to withdraw them, I hope you can help me solve the problem.
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1 year ago
Dear roccobelmonte14,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have always used only one payment method to deposit and withdraw? Did the casino ask for any other documents?
Additionally, if there is any other 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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1 year ago
Translation
Yes, I only used one payment method, in the emails they ask me to verify cards not in my name that I do not have and obviously I have never used, I hope you can solve the problem
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1 year ago
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To this day they continue to refuse me the withdrawal. I have 7000 euros in my account and I would like to be able to withdraw it because I honestly won it.
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1 year ago
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I have seen that there is a complaint from another player who is having the same problem as me. At this point I assume it is a scam because I have never had a problem withdrawing my winnings before, I don't understand how I can verify a card that I have never used.
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1 year ago
Thank you very much roccobelmonte14 for your reply. I will now transfer your complaint to my colleague Adam (adam.m@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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1 year ago
Hello roccobelmonte14,
I have reviewed your case and will contact the casino to see if I can help.
In the meantime, you mentioned that you have a list of all your deposits and the payment method used, are you able to forward this information to me at my email address, adam.m@casino.guru?
We would like to invite MyStake Casino to join the conversation and participate in the resolution of this complaint.
Dear MyStake Casino,
Are you able to provide any proof that the cards requested for verification have been used in the player's account? It can be posted here or sent directly to my e-mail.
Kind regards,
Adam
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1 year ago
Translation
Of course, I am sending you the card statement with the deposits made on the site highlighted in green and the list of all the deposits made via email because I am unable to send the pdf here.
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1 year ago
Hello roccobelmonte14,
I have received the files, thank you for providing the additional information.
Dear MyStake Casino,
The player has provided evidence showing that all the deposits listed in their MyStake account have been made from one bank card, which does not have the same number as either of the two cards you have requested to be verified.
Please respond and clarify the situation.
Kind regards,
Adam
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1 year ago
Translation
I just received an email where they said they had checked the documents, now I have tried to withdraw, I will keep you updated
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1 year ago
Hello casino guru
Investigation process is successfully finished and this player can withdraw his money without any Problems
until the money arrives at the bank account, it may take 2 to 3 business days
thanks for your help
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1 year ago
Hello Mystake Casino,
Thank you very much for the update.
Dear roccobelmonte14,
Please keep us informed of any progress with your payment.
Kind regards,
Adam
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1 year ago
Dear roccobelmonte14,
Could I ask you to please provide an update on the situation?
Have you now received payment?
Kind regards,
Adam
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1 year ago
Translation
Yes I managed to withdraw my money, you can file the case as solved
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1 year ago
Dear roccobelmonte14,
I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.
Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Kind regards,
Adam
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