The player from Italy is experiencing difficulties withdrawing his winnings due to ongoing verification. We rejected this complaint as the player requested to have his Casino.Guru account closed.
MyStake Casino - Player’s struggling to complete the account verification.
Amount: €1,080
MyStake Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
MyStake Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I have been trying to withdraw for two days and it cancels the operation
they ask me to send a card that I never had
I have sent all the possible documents even a selfie of me holding my identity card and a sheet with written name surname email username is today's date
now if i go to withdrawals it says they are blocked
Automatic translation:
Public
Public
2 years ago
Dear Mastino,
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? Have you submitted all the other personal documents required for the verification?
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
Yes, I have presented all my documents in my possession
now there sums and 1300 euros because I still won something but now I would like to withdraw because I need them
Automatic translation:
Public
Public
2 years ago
Translation
I write to their email I have not received an answer yet
Edited
Automatic translation:
