The player from Switzerland was experiencing difficulties withdrawing their winnings due to ongoing verification. The player was not aware of the previous use of a virtual card, and the casino needed to verify this payment method. Once the necessary document was provided, the account has been fully verified, and the player was able to withdraw the winnings. The complaint is resolved.
MyStake Casino - Player’s struggling to complete account verification.
Amount: $2,661
MyStake Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello together,
First of all my German is not that good I hope you understand me. I can't withdraw my money because KYC from Mystake means I use two credit cards although I only have one when withdrawing, I had to take 6-12 hours. Waiting and in the end it was rejected because they wanted me to verify my credit card, so I did this and suddenly they said I should also verify the other credit card.
I thought about it and wasn't sure, then I contacted my bank and asked: How many credit cards do I have? and if a credit card matches that number (The second credit card from Mystake support to verify and I don't know about it), but my bank advisor said he can't find any credit card of mine that has that number, so I have mystake Contacted again and asked send me a picture of how much I have already deposited from this card and what date it was, but they said no we cannot give you such information. Then I contacted "Interkassa Payment System". Interkassa comes automatically as a payment method for me and the currency is (EUR) when I select "Master Card" payment method. I asked Interkassa please give me a history of my payment at Mystake. Support meite this is your payment history from your "Mask Card" I didn't know what that is. I was investigating that it should be something with security reasons for your privacy so that you don't use your own credit card numbers. They gave me a payment history that matches my credit card exactly but the credit card numbers don't match. It's the very credit card that Mystake wants me to verify. I am helpless I have no idea about this "Mask Card".
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2 years ago
Dear yalooo313,
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 the unfamiliar credit card seems to be the only obstacle standing between you and your winnings? Has the rest of your documents 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
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2 years ago
Translation
Hello Kristina,
Yes that's right I verified all other things. It's just the credit card problem.
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2 years ago
Thank you very much yalooo313 for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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
Hello, yalooo313,
I am sorry to hear about your situation. 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 account has not been verified yet? Is only verification of the mentioned virtual card ("mask card") an issue? What steps should the player take in order to successfully verify their account?
Thank you in advance for providing the information.
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2 years ago
Hello Branislav,
The user has provided the relevant proof. So the card that the player used was successfully verified.
Regards,
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2 years ago
Good news. Thank you very much for the update.
Dear yalooo313,
Can you please confirm your casino account is fully verified and that you are able to withdraw your funds?
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2 years ago
Translation
Dear Branislav,
Thank you for your support, I have withdrawn something as a test let's see if the casino rejects or confirms it is still in the process.
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2 years ago
Translation
The "test" amount has been approved and is in my account.
thank you again
Nice day
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2 years ago
Great news! Thank you, yalooo313, for confirming and for using the Casino Guru complaint resolution centre. I am very glad your verification was completed and you are able to collect your winnings. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.
Thank you too, MyStake Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.guru
