MyStake Casino - Player’s struggling to complete account verification.

Hi

i have made 2 withdrawals with mystake casino. I am a fully verified member.

1st withdrawal was 1st March 2022

that one got rejected and I was asked to verify my ID AGAIN!

I sent in everything that was required from me, and made a withdrawal again on 5th March 2022. However it has been rejected again this morning (7th March 2022) I have read a lot of reviews about people finding it difficult to withdraw money from this casino. So I would like to speed this process up and it seems a complaint is the best step.

many thanks

Dear Trongo88,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Hi

thank you for the help.

so my account was already FULLY verified. I ensure this process was done before I even deposited. Now I withdraw they are asking for all the information AGAIN. I sent in all this information and made another withdrawal and a query to live support as I have withdrawal rejected.

This morning again withdrawal rejected and they are again asking for exactly the same thing. ID verification which I have already posted everything on 5th March.

on the mystake website on KYC, it shows that I am a fully verified member.

hopefully we can resolve this ASAP

Thank you very much, Trongo88, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you very much for the help.

I have received an email to say my account has now been fully verified. I have made a withdrawal, so would still like to keep this case open, just incase the withdrawal gets rejected again for any other reason.

many thanks

So just received this email this morning, they are constantly making excuses to delay my withdrawal.

no reasons into why this is the case at all.

the reviews about this website is absolutely true, a casino that seems to be happy to take deposits but when you come to withdraw, they constantly comes up with different excuses to withhold the money.

I hope this can be resolved soon

The amount I withdrew .. which is now 5400 euros has been put back into my account. Looks like it’s a strategy in the hope the player will lose the money before a withdrawal can be made. Especially now that they are happy for me to continue playing, but have blocked the ability to withdraw.

Hello, Trongo88,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite MyStake Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear MyStake Casino Team, could you please state the reason why the player's withdrawals were rejected? Is the player's account fully verified? Can you clarify the situation?

Thank you in advance for providing the information.

Hello,

The account of the given user was under review and therefore temporarily blocked. We needed to make sure that everything was in order. So once the investigation was completed, we unblocked the account.

Greetings all,

Thank you, MyStake Casino Team, for your reply and for providing the information.

Dear Trongo88,

Is there any progress with your issue? Are you able to log into your account and request a withdrawal? Can you provide us with an update on your issue?

We are looking forward to hearing from you soon.

Dear Trongo88,

Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, MyStake Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru