The player from Italy is experiencing difficulties withdrawing their winnings due to ongoing verification. Player’s complaint has been resolved successfully.
MyStake Casino - Player’s struggling to complete the account verification.
Amount: €597
MyStake Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hi, about 1 month ago I started playing on Mystake depositing money using virtual credit cards (disposable ones) since I asked if it could be done and the customer service confirmed everything, a few days ago they asked me for the confirmation of the card by sending front-back photos (covering sensitive data) to be able to withdraw and I have provided all the data by passing everything, the problem is that they want the confirmation of all the virtual cards that I have used for deposits, how can I do it understand that those are disposable cards, I tried to write it to them by e-mail but they keep sending them the same message copy pasted, right now I can't make withdrawals and I have 600 euros on the site, if anyone can help me or give me advice on what I would be grateful to him.
Automatic translation:
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2 years ago
Dear Extreme,
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 payment method seems to be the only obstacle standing between you and your winnings? Could you please advise if those disposable cards were purchased with cash or credit card? Were they completely untraceable or somehow linked to your bank account?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Hi, thanks for taking into consideration my request, apparently after 9 days maybe I was able to make it clear that those cards were mine by providing all kinds of proof, this morning I received an email that confirmed the verification of the cards , now I wait to see if they accept my withdrawal, I will let you know, thanks.
Automatic translation:
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2 years ago
Translation
Luckily I was able to sort everything out by myself, I checked all the cards and received my money, sorry for the inconvenience and thanks for the availability.
Automatic translation:
Public
Public
2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Extreme, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
