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

Hi,

I've been playing on mycasino.bet esports for a while now.

I could always pay out. recently not anymore. I am asked for a verification of my prepaid credit card. I asked skrill for proof, they then emailed me a document stating that the card is mine. The funniest thing is mystake then asks for an original document...

on a virtual card there is no date of birth and name. I've always used that.

now I have to prove that it is mine.. but it is all very difficult. Can you help me?

Dear maril,

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 providing the proof of a virtual card seems to be the only obstacle standing between you and your winnings? Has the casino requested any other 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

First of all, Kristina

Thank you for taking the time to respond as quickly as possible. And yes, the only problem is the prepaid credit card. I use this via skrill, this is a virtual card with no name or date of birth. Skrill has sent me an email with some information in a file that the card belongs to me, the message they made went like this:

Dear Sir/Madam,

We, Paysafe Payment Solutions Limited in our capacity as an affiliate member of Paysafe Financial Services Limited pursuant to a license from Mastercard international provide issuance of the Skrill Prepaid Mastercard® 529559xxxxxx7370, are contacting you regarding a request from our cardholder Maria L*** E*** N***.

We hereby confirm the following cardholder information registered on our end:

Cardholder name: Maria L*** E*** N***

Card number: 529559xxxxxx7370

Expiry date: 04/25

The cardholder is verified on our end and the card is in good standing for virtual card use.

We hope that you could now consider your request for information fulfilled.

Met vriendelijke groeten,

Paysafe Payment Solutions Limited

And then I get an email back from mystake.bet that I must have an official document, but I don't really feel that SKRILL wants to participate in this. In fact, my money is stuck, and will not come out. I really hate this. What also strange is that they Skrill listed at deposits/withdrawals as a payment option, but it seems like there is 0.0 cooperation.

I really feel that mystake.bet is doing everything it can to not pay out, it feels very unfair. Hope you can do something for me in this. Ow yes for the rest I have been verified with everything, ID card, bank card and address. I hope you know enough now, if you have any questions please let me know.

Sincerly Maril

Thank you very much for your reply, maril. 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.

ok, thx Kristina,

i will send you the mail now!

Greets

Maril

Thank you very much maril for your cooperation. 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.

Ok,

Kristina...

Will your colleague contact me?

Greets

Maril

Hello, Maril,

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,

What needs to be done by the player in order to successfully verify her account? What types of documents (examples) could be accepted by the casino to verify the mentioned virtual card, please?

Thank you in advance for providing the information.

Ok, thanks!

They want a official document.

But skrill send me a attachment through the mail. But mystake said its not official.

And skrill doesnt want to go so far.

Hello Branislav,

The user has not used his debit/credit card(s). So we requested proof of identity of the person who is the cardholder. Once the document has been provided, we'll move to the next phase.

Kind regards,

Hey Branislav,

Thanks for the clear response.

So you want ID CARD proof of the person's credit card? but that's not a problem at all. I have that for you.

can I email directly to you? so that we stay tight on this topic? I will send your photo i.d card right away.

Greets Maril.

Hello Maril,

Please send us the proof of identity at kyc@mystake.com

Regards,

Hi admin,

The mail is sended to you,with the id picture.

The mails titel : Casino guru request on forum Greets marie louise

Greets

marie lOUISE

Greetings all,

Thank you for all information and explanation.

Dear maril,

Did you use a credit card belonging to another person for depositing into the casino? Or, does the used payment method belongs to another person?

Hi. thanks for your comment. the virtual credit cards are all made in their own name. I took a screenshot of the card and even sent it with the ccv code.

Greets marie Louise

I am afraid this is not an answer to my questions. The virtual card is assigned to a bank account/payment method. Does this bank account/payment method belong to you?

Also, please let us know once you receive any news regarding your verification from the casino.

Oh sorry haha.

Yess this belongs to me.

Alright, thank you for the answer.

Have you already got a response from the casino to your email with documents? If yes, what did the casino reply, please?

They still want a official document from skrill for a virtuel prepaid card.

i told them its not possible. skrill send me txt letter to my mail. but mystake wont accept this.

don't you think this is weird? mystake has withdrawals and deposits with skrill but they ask for something that is not possible.

why is mystake not aware of how a prepaid virtual card works? this is a card that you create when you are logged in to the skrill site. there is no name or date of birth on it. only a number. i send a screenshot of the page.. but its not enough.

Greets maril

Just a little while and I don't need the money anymore. then you can have it :)

I find this really sad. I've been having conversations for months.. and can't get a millimeter further.

Hello Maril,

Our team sent you detailed instructions on how you can fully verify your account.

It's not that difficult to provide the proof. We have not requested an official document from Skrill for a virtual prepaid card. Please read our last emails.

We just want to make sure that you are the rightful person to receive the winnings.

Kind regards,

Thank you, MyStake Team, for the clarification and for your email.

Dear maril,

I have been provided with information about what is required of you. We are not talking about an official document from Skrill, as you stated above.

Are you please able to provide the casino with the requested document (photo) and let us know once you have any news regarding your verification?

Hi,

Thx for the fast reaction.

Yess i already send a id card from the front and back to mystake!

Greets maril.

Anywsys the mail of the title with the id photo what i send to mystake is : Casino guru request on forum Greets marie louise

Mabey you can find it faster now you know the title.

Greets maril

Maril, as I know, the casino's requirements were different. The casino does not require just the front and back of the mentioned ID.

Are you able to provide the casino with the required photo according to its requirements, please?

Dear maril,

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

Branislav.. i am in hospital now with corona, can u give me some extra time? When i leave this hospital i will fixx al the extra's they asked

Greets maril

Alright, no problem. I am extending the timer and will wait for an update.

However, please note if we are not provided with the necessary information until the timer expires, the complaint will be closed according to the available data.

Looking forward to hearing from you. Get well soon.

Have a great afternoon admin.

As agreed, I did everything I had to do.

I sent a selfie of myself, with my ID card in the left hand, and in the right hand a paper with a handwritten address that I use 3 prepaid cards, with the last 4 digits of each card. to find the relevant mail for you admin of Mystake the title of the mail is: "Case on casino guru"

Can we finally remove the blockage? I have done everything that is asked of me. I await your reply.

Sincerely,

Maril

I have also a mail from mystake.

They said :

Dear user,

Please be informed that the provided documentation has been verified.

Best regards,

George / support agent

Mystake KYC team.

My feeling is saying that everything is fixed now?

Greets maril.

Hi,

Sorry for my pushy comments, but I just tried to make a withdrawal and it's not working

greets Maril

No problem, Maril. I am glad you kept us updated.

Could you please specify your issue with not working withdrawal in more detail?

Yess.

This is what they said now :

Greetings, 

We are contacting you regarding your withdrawal issue. Please keep in mind that your last deposit needs to be fully wagered in order to withdraw your funds. 

Kind regards, 

Adriana/ Support Agent 

I tryed to withdrawal in litecoin ( crypto ) i did this before... but it wont work.

Greets maril

Alright, I understand.

Unfortunately, we are talking about an industry standard and a common practice - a player has to wager all deposited funds at least once (or more times, depending on a casino), before requesting a withdrawal. In this way, casinos protect themselves against AML. I am afraid you will have to wager your last deposit(s) according to the casino's instructions.

Could you please meet this requirement and let us know once you request a withdrawal?

Hi Bran,

So if I understand correctly I have to wager the amount in full? but how can it be explained.. that a while ago i played my 600 dollars to 1100 dollars, and yesterday i went from 1100 to 1600..

Greets maril

Branislav... it's al starting again.. now i get a new mail from them :

Dear user,

Please be informed that to complete the verification process, we kindly ask you to verify the following credit cards: 5295XXXXXXXXXX10 // 5392XXXXXXXXXX80 

— For that kindly provide us with pictures of all used credit cards front and backside, your name and credit card expiry date shall be seen on the photo. The First 6 and last 4 digits should be visible, you can hide other numbers with a piece of paper. 

Best regards,

George / support agent

Mystake KYC team

See ? it's all starting aggain, first they said the verified is completed after weeks, now i am trying to withdrawal and i get this new message.

Hello, Maril,

It depends on the type of games that you play in the casino. Maybe you have not bet the whole amount of your deposit(s) and used it for playing. It does not matter how much you won.

However, from our experience, I recommend you follow the casino's instructions and stay patient.

Could you please let me know once you provide the casino with the required documents/photos and what is the results after the casino reviews it?

Hi Branislv.

Unfortunately I can't get any further.

I get all kinds of different stories from the customer service people. I'll give you a few examples here.

Dear user,

Please be informed that to complete the verification process, we kindly ask you to verify the following credit cards: 5295XXXXXXXXXX10 // 5392XXXXXXXXXX80 

— For that kindly provide us with pictures of all used credit cards front and backside, your name and credit card expiry date shall be seen on the photo. The First 6 and last 4 digits should be visible, you can hide other numbers with a piece of paper. 

Best regards,

George / support agent

Mystake KYC team

The same is said here. and it is forgotten again that it is an ONLINE virtual credit card. In fact, two days ago I took a selfie with my ID card and handwritten on paper the last of all the credit cards (virtual) I use!!! it was then said by George that everything was verified.

Message before :

kyc support <kyc@mystake.com>

Aan:U

Wo 13-7-2022 14:50

Dear user,

Please be informed that the provided documentation has been verified.

Best regards,

George / support agent

Mystake KYC team

Wednesday, July 13, 2022 4:04 PM +04:00 from kevin nederpelt <spletpeer@hotmail.nl>:

Today i get :

Support Mystake <support@mystake.com>

Aan:U

Di 19-7-2022 4:54

Dear Kevin 

Please be informed that firstly, you have to verify the requested cc and after that, you will be able to withdraw via bank transfer.

Best regards

Jacob/ Support agent 

As you can see, there are different people on this case and everyone says something different. i finally thought all was well after that selfie, with I.D card and handwritten message that I made permission with all 4 digits of all cards.

It was clearly stated that everything was verified. What should I do now Bratislav?

I've played my money around.

in the beginning I could always play a lot, and always pay out via crypto. other payouts never work anyway.

Bratislav, the virtual credit cards you never have in a wallet, that goes through skrill / netteller

there is also no name on it, only a credit number, a date for how long it is valid and a password

I hope you got all the info ....

and still can help me,

Maril

Hello Maril,

You have used several cards. We don't question the validity of the cards you have already verified.

Kindly elaborate, since the verification process is about to end. We are talking about this card—539258XXXXXX3380

For verification of the requested card, we ask you to provide us with: a photo of both sides of the physical card, or a statement showing the 16 digits of the card, the owner's name, and the card's expiration date.

You are also allowed to verify that card in the same way as other cards.

I hope you will follow the instructions.

Kind regards,

Greetings all,

Maril, I dare to disagree. It was not clearly stated that everything was verified. The casino confirmed that only lastly sent documents have been verified. Moreover, the casino has the right to request additional verification for KYC purposes anytime. If you used more payment methods for depositing, all payment methods have to be verified.

Dear MyStake Casino Team,

Could you please provide us with the information on what documents are required to verify the mentioned virtual card, since we are not talking about a physical card?

Hello Branislav,

If a debit/credit card is not physical, a user must provide a statement of the card showing the deposit(s) made at Mystake casino.

Kind regards,

OK. so i have to login to netteller/skrill and then 1 screenshot of the transaction that went to mystake? is it really solved? I can certainly do this. no problem. is it possible to get in touch with this admin of this site? because the other admins on mystake all say something different thanks in advance! gr maril

Hi aggain.

I have never done any other payment options! the only thing that was possible.. that was via a prepaid credit card. deposits via netteller and skrill were not possible.. only the prepaid cards in skrill / netteller were accepted. I even have a payout via netteller and skrill but that never worked!

Anyways ,

I have used 3 prepaid cards. and I can show the deposits. the reason I used different cards was because sometimes I had more money on the other cards. and not all cards are accepted everywhere.

Greets maril

Yes, exactly. However, you should also provide the casino with a document/screenshot confirming the ownership of the payment method, and that it belongs to you, with your personal details (if you have not done it yet).

I recommend you send the required documents to the email address that was used previously for KYC.

Then, please, let us know once you have any news from the casino regarding your verification.

Looking forward to hearing from you.

Hello Maril again,

The screenshot of the transactions will not be okay. Please send the PDF file of that card statement to our KYC team.

Hi ,Branislav, I don't get it. can you explain to me what the admin means ? last time i asked skrill for proof that the credit card was mine. then they sent a text document via email with a short text. and I then asked for an official document but SKRILL did not want to cooperate with this! I still have that message.

Greets maril

Hello, Maril,

The casino needs a .pdf file - an original bank statement of the transaction history of the used virtual card. It should not be a problem to generate such a document by yourself in your Skrill/Neteller account or to ask their support to generate and send it to you. Or, you can ask Skrill/Neteller to send you a complete transaction history where are clearly visible deposits made to the casino and the used virtual card. However, the casino will need to verify all of the used payment methods/cards.

Could you please check if there is a possibility to generate such a report in your account or to contact Skrill's/Neteller's Customer Support and let us know once you have any news?

Hey branislav

Thank you! And yess i am gonna ask skrill for this. I keep you informered.

Greets maril

Hi Branislav & Head admin of Mystake.

Good news,

I have sent the pdf with all payments to the mail. if the admin is watching here if you want to find the mail that was sent to mystake...

The title is : Case - maril live @ Casinoguru

Could you pick this up for a moment?

I got the entire pdf with all payments and sent it as you requested. Is it okay now?

Thanks in advance,

Sincerely,

Maril

Dear admin of Mystake. thank you for doing this for me with maximum effort. I'm going to take care of it.. and also thank you for giving me a view and the island is in sight. and thank you branislav. I appreciate this

Hi admin, and branislav.

I have sended the files to mystake mail.

Greets maril

hello admin. I did what you asked me. you said to me this would be the last. now someone from the mail says: Dear player, Please be informed that all the provided documentation has been approved. Only one step left to complete the verification process and be able to withdraw funds, for that, we kindly ask you to provide us with a video where Maria Louise Elisabeth, will confirm that all the actions were taken, by the account holder, and the credit card under her name was used with her confirmation. Vriendelijke groeten, George / support agent Mystake KYC team greetings maril

Hello Maril,

They need confirmation from the person who is the owner of those accounts. It's needed for extra security.

So you just need to provide the video where that person proves that everything was done with her consent as our KYC team instructed you.

Please understand that when it comes to using credit or debit cards, we are obliged to follow AML/KYC policy.

It would not cause such a big deal if you had used your own accounts.

Best regards,

Hello thanks for your fast respons.

I understand. I'm ashamed to say I don't speak English. I'm using a translator here. do you mind if i do it in my own language?? no problem right? greetings maril

I can try. in English. (if you really have to)

whether you understand me is a second haha..

we're almost there I'm happy about that

Maril

Great to see some progress.

Dear Maril,

Could you please let us know once you provide the casino's KYC team with the required video and have the results?

Hi admin, i sent it yesterday. I have sent two versions. one dutch and one english. I indicated here a while ago that I had corona, I then got a very heavy brain haemorrhage so that I can no longer speak properly. so i hope this is clear. greetings maril

Branislav, Admin!

I finally have good news.

kyc support <kyc@mystake.com>

Aan:U

Wo 27-7-2022 14:00

Dear user,

Please be informed that the provided video has been verified. Now you will be able to withdraw the funds.

Best regards,

George / support agent

Mystake KYC team

I am testing a little withdraw now.

Branislav i let you know in 24 hour if its finished.

Greets Maril

Hello Maril,

Your account is fully verified. You can play and withdraw funds as you wish. However, please consider that you are allowed to make a payment request only by bank transfer at the moment.

Wish you all the best.

Kind regards,

Great news! Thank you both for the updates.

Dear Maril,

Please, let us know once the payment reaches your bank account.

We are looking forward to hearing from you soon.

hello admin, and branislav,

Something weird is going on when I go to this post.. I don't get on it very often.. it says : to maney directs I think the link is redirected too many times can you fix it Branislav?

I am stuck with the following: I still can't pay out. I have the idea that there is still a block on my payouts. I emailed first, and the service desk says I can make all the withdrawals! so i started with a litecoin ( crypto ) payout. and guess what? it says pending. and a day later it says "rejected" more information is not there! then i made an international payment via with a bic .. i called the bank and got the data and i'm sure the data is correct! here too I get rejected after two days! now i made a payout via bitcoin yesterday, this also does not work. and I took exactly the same address from the times that paid out last time. I find this very strange... crypto payments went just fine few months ago. it was up in a few hours. What should I do now? the service desk is limited... I don't get any detailed info at all about what went wrong during the rejected... hope we can still resolve this. gr maril

Hello Maril,

You are only allowed to withdraw funds by wire transfer. Also, consider that the bank account must be yours.

Regards,

Admin please.

Something isn't right here. I tried to pay out to my own bank, but it doesn't work! I could pay out crypto before, and this was easy. Can you turn this back on for me? I mean they are payment options that you offer, I should also be allowed to use them, right?

Again admin, I understand you, but do you understand me? i struggled with verification for months, now everything is verified and i want to pay out, i want to play again, but i want to know first that a payout is possible. admin

I kindly ask you to take a closer look at why this is so difficult, I assume that many people are watching, and that it is important to come to an option that is easy for both of us.

Maril

Greetings all,

Dear Maril,

Please note that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it does not mean necessarily, that it will be offered for withdrawals too.

If you have been advised by the casino representative to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

We were provided here with the information on how you can withdraw your funds from the casino account. Please, follow these steps. You recently verified only a payment method used for a deposit. But, this was not in your name. I recommend you use a payment method (wire transfer) with the personal details matching the ones that were filled upon registration in the casino.

Once you request a withdrawal with the correct bank account personal data, please, provide us with an update.

Looking forward to hearing from you.

Hi,

BranislaV

I have indeed entered a bank account of netteller. I then received an email that I had to verify this again with a .pdf, which I sent back.

I then made a payout with sepa. when I enter my account number you can press check next to it.. then it will find all my data, a day later I get rejected again! This is a bank account in my own name.

I've played again in the meantime, and went from 600 to 2300.

gr

Hello Maril,

You are required to verify your bank account as the KYC team instructed you. The account number you referred to had some connection to another user account. Therefore, we require additional data. Please elaborate and complete the verification.

Regards,

Hi Admin,

As I mentioned, I tried to pay out via my NETTELLER account. So that's not going to work. I will now do it through my own bank, which is in my own name! Do I need to verify this first? would you like a copy of the bank card and/or a pdf?

let me know and I'll make it right.

gr

Admin, I have the feeling that you do not want to pay me. I've done everything you asked me to do, everything! and each time we sit in a circle, again when you go back up you are notified that everything is verified. Okay I used my net teller bank, so that doesn't work?

Okay, the last payment I made is through my own bank, you just got the card, and if necessary I'll send you a PDF. with my name, and iban, and all transactions. Can we please close it now? I assume that more people have problems and if they come to this forum, it would be nice if they see that the matter is solved, isn't it?