The player from Italy is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.
MyStake Casino - Player’s struggling to complete the account verification.
Amount: €1,400
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I am waiting to withdraw as they have asked me for photos and proof of my card. I sent everything but they still don't let me know anything. If you can help me and solicit the problem. If they arrive, I'll update you.
Automatic translation:
Public
Public
1 year ago
Dear Francesco22,
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
1 year ago
Translation
Hi listen, I logged in with facebook with another profile still in my name, however they accepted the withdrawal, the documents, I just have to see if the money arrives. Thanks anyway close this case because I use the other profile
Automatic translation:
Public
Public
1 year ago
I'm not quite sure if I understood correctly. Do you wish to close this complaint?
Public
Public
1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Francesco22, for your cooperation and 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
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