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

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

Amount: €3,378

MyStake Casino
Safety Index:High
Submitted: 18 Dec 2022 | Case closed : 02 Jan 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Italy is experiencing difficulties verifying his account in the casino. We ended up closing the complaint because the player stopped responding.

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1 year ago
Translation

Good evening, I uploaded 70 euros to the platform and received various winnings for a total of 3378.68 euros. However after verifying everything they requested on the site, they won't let me withdraw my money saying I need to verify my card. So I sent front and back photos of the card used to purchase on the site but they write me an email where they say I have to verify a card that I don't have and I haven't used.

I have my bank statement (which is the same account where I have to pay the money) where the 70 euros spent on the site and purchased through that account are shown. The card I am being asked to verify does not belong to my account nor have I used it. I also have a document from the bank which certifies which cards I actually own. Asking support I'm told it was great I had bank statements showing that but still I needed to verify that card which doesn't exist. I absolutely want to receive my winnings because it is absurd that I paid through one account and cannot receive the money into that exact same account.

I enclose the December statement showing the purchases made on the site (all top-ups of 10 euros marked as NMXPAYMENTSERVICE), the certification from my bank regarding the cards I own, and the chat made via email with Mystake.

Automatic translation:
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1 year ago

Dear edoardomassidda02,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Allow me some further questions, so I can understand the situation completely.

Do I understand correctly that verifying your payment method is the only obstacle to completing your verification? Does the casino say which deposit you supposedly made with the card and when you made it? How long are you a player of the casino? Do I understand correctly that the transactions on the bank statement are all the deposits you made in the casino?

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,

Tomas

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1 year ago

Dear edoardomassidda02,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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