The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. Meanwhile, the account got blocked. After a closer examination, we ended up rejecting this complaint as unjustified.
MyStake Casino - Player’s struggling to complete account verification.
Amount: €3,000
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
Unjustified complaint
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Dear gentlemen you have blocked my account with 3000 € inside, it doesn't seem right to me to do these you have all my data except the residence. I ask you to let me withdraw the money and then you can also close the account. I kindly ask you to send me a review of the documents again so I can resolve this case.
Thanks.
Automatic translation:
Public
Public
2 years ago
Dear bogdanmocanu94,
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 advised 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
Public
Public
2 years ago
Translation
Yes, I was told the reason why I tried to complete the verification with a friend's documents. The win was made by him with my profile and I tried to make a withdrawal on his card. I was wrong to complete the verification with your data but it seems excessive to block my account. I was on vacation in Italy and I wanted to make the withdrawal on his card so that he could withdraw his money because I live in Germany. I kindly ask you to let me complete the verification of my account with my personal documents so that I can make the withdrawal.
Thank you and good day
Automatic translation:
Public
Public
2 years ago
Dear bogdanmocanu94,
I'm sure you are aware that there is more than one thing that is wrong with what you did.
- Your friend has been playing on your account
- you submitted his card for your withdrawal
- you provided his personal details to complete the KYC verification
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Public
Public
2 years ago
Translation
I would like to know what I can do to recover the account just to withdraw my money and then you can also close it permanently. But first I would like to withdraw the money
Automatic translation:
Public
Public
2 years ago
Translation
I would like to know if in my specific case if something can be done to verify my account. Because it seems strange to me that you blocked my account with the money in it because I was not verified, while I could load the money even if I had not been identified. It seems to me an incorrect thing to permanently block the account so without being able to do anything to recover it. I would like my stake to participate in this conversation.
Automatic translation:
Public
Public
2 years ago
Translation
I wish I knew something. If I am not identified and cannot make a withdrawal, why am I able to load money into my account even though I have not been identified?
Automatic translation:
Public
Public
2 years ago
Dear bogdanmocanu94,
I'm truly sorry, but for all the abovementioned reasons I believe that you won't be able to withdraw your winnings.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Public
Public
2 years ago
Translation
Dear petronela
Yes, you can be of help, could you kindly list me with maximum precision and a detailed explanation why it is not possible to verify my mystake account in order to unlock it.
Automatic translation:
Public
Public
2 years ago
As I mentioned earlier, I'm sure you are aware that there is more than one thing that is wrong with what you did.
- your friend has been playing on your account
- you submitted his card for your withdrawal
- you provided his personal details to complete the KYC verification
Are you aware of all those things?
Public
Public
2 years ago
Translation
On my account I can let anyone I want to play with my consent. This doesn't seem like a justifiable reason to block the account. For the rest I have provided your data to make the withdrawal and then it seems excessive to me that at the first mistake you have to close an account like this. There must be a way to redo the account verification, not that the first mistake will block the account like that.
Automatic translation:
Public
Public
2 years ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
