The player from Italy is experiencing difficulties withdrawing their winnings due to ongoing verification. We rejected the complaint because the player didn't respond to our messages and questions.
MyStake Casino - Player’s struggling to complete account verification.
Amount: €300
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hi, this is the first time I write I hope you can help me. Last week I tried to make the first withdrawal (via SEPA) on mystake, (I made the payments by credit card using Apple Pay) and they asked me to further verify the account (I had already sent the identity document) by sending an account statement, once done I proceeded by entering L iban to withdraw but it was canceled, then through the assistance chat I was told to send partial credit card data (show the first 6 and last 4 digits, and show expiration date and owner name). Once this is done, I was told that the data do not match but this is impossible as I have not used and do not have other cards. I tried to talk to the chat again and was told that they may have made a mistake and that I would be contacted by email in 3 days. I haven't received anything yet and trying to talk to the support chat again I was told (unlike the previous time) to send me an email asking for assistance. Do you know if I did something wrong and that money is lost? (because in the meantime I have replayed them and increased the win and I would be sorry to lose them)
Automatic translation:
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1 year ago
Dear Thomas95,
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 verifying your credit card seems to be the only obstacle standing between you and your winnings? Has the casino approved the rest of your documents?
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
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1 year ago
Translation
Yes exactly, The email The identity and the address are verified, The only problem is the credit card that as I understand they see that I used it in another one, during the night they sent me an email saying that they are working on this problem. I know I have to wait but maybe you can tell me if I can rest assured as I would be sorry to lose that win
Automatic translation:
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1 year ago
Thank you very much for your reply, Thomas95. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.
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