The player from Mexico is experiencing difficulties withdrawing his winnings due to ongoing verification of the payment method. The player has confirmed the verification completed and receipt of the payment afterwards.
MyStake Casino - Player’s struggling to complete the account verification.
Amount: 4,000 ₮
MyStake Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I am a player who has been playing for a long time and when I lose there is no problem but a couple of weeks ago I made a deposit with crypto coins, which was valid and everything, days later I played slots and won the amount of $4000 usd which is found in my account, when trying to withdraw them, the withdrawal is rejected. And I write to the help email which they answer me that I have to verify a digital card which I used for months and it has nothing to do with the last deposit since it was made with crypto currencies, despite that I send the required information, the first The person who attended me asked me only for the digits and shared the steps to get the digits from Apple Pay, which I sent them the full digits as well as the expiration date and then another person answered me that by the way they are rude and tactless , which will send them the account statement in PDF where the complete card numbers came from, which is impossible because the account statement only shows the digits of the physical card.
Being a virtual card that belongs to a physical one, it does not have its own account statement, the account statement provided by the bank is about the physical one.
There are already more than 10 emails sending information and trying to see how they could help me and they only answer the same thing like robots.
It has lousy customer service.
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1 year ago
Dear Jesusito,
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
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1 year ago
Translation
Hello petrolella.
That's right, I'm fully verified on the site. Wow, I'm not a new player.
and I have already made withdrawals before.
The only thing that stands in the way is the verification of the digital card, because the physical card is already verified.
By the way, my payment method was cryptocurrency, but I still understand how important it is to verify all the methods, they themselves told me that if it was a digital card linked to Apple Pay, I only needed to give them the other card numbers. I sent them and they did not release me.
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1 year ago
Thank you very much, Jesusito, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hello Jesusito,
This is Tomas, and from now on, I will be assisting you with this case.
Before I contact the casino, could you please tell us if you have provided the casino with the bank statement so they can see there is no transaction history of the virtual card, as you have mentioned above?
Thank you.
Best wishes,
Tomas
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1 year ago
Translation
Hi Thomas, thank you for your support.
If so, send the bank statement of the physical card, as well as a video recording the phone screen by opening the bank application where the two complete card numbers are shown (the digital and the physical). I also sent you how it is linked to apple pay.
As a reference, they know that digital cards exist because the first person who helped me gave me the steps to open Apple Pay and subtract the digital card number, and they told me that with that they would release my funds, then they changed their mind .
adding another thing THE LAST 21 deposits were made with cryptocurrencies.
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1 year ago
Thank you, Jesusito, for providing the information.
Dear MyStake Casino,
Could you please advise how the player should verify their virtual card if all possible options have already been tried?
Kind regards,
Tomas
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1 year ago
Hello Jesusito,
In order to complete card verification, you should provide a PDF format of the statement. It's possible to get such a document. Contact your bank, and they will provide the transaction history of the exact virtual card you were using.
As for Apple Pay, our support team first thought that you used Apple Pay which covers actual card numbers, and the transaction is made with a mask account number. After checking your Apple pay wallet, we discovered that generated virtual card was not the same.
Please contact the payment provider of the Virtual card, and they will provide you with the relevant document we are asking for.
Best regards,
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1 year ago
Dear Jesusito,
Could you please follow the above-mentioned instructions and inform us about the result afterwards?
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
Hi, thank you very much for getting in touch.
I already did, I contacted the bank a few days ago and the bank cannot provide me with a virtual card account statement since they do not handle it as such, they only handle the global account statement. I can upload a PDF account statement where the purchase was made on your site on September 12, but there is no information that was made with the virtual card, it only shows that a charge was made without specifying which card was used . In the bank application I can see the movement as such but not in PDF, I would also be willing to provide it, I am in the best disposition to deliver all the documents that are in my hands
I'll try again and share the bank's response.
thank you
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1 year ago
Dear Jesusito,
Could you please explain why you now have a virtual card with different details than you had at the time of the deposit? Additionally, can you please provide me with an email written reply from the bank that claims statements for virtual cards are not available? You can forward it here: tomas.k@casino.guru
Thank you for your cooperation.
Kind regards,
Tomas
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1 year ago
Translation
Dear shots
At no time have I said that I have a different digital card, it is still the same, with the same numbers, the casino said that the numbers changed, but they are still the same. I will share all the information I have by mail and I have just sent a new email to my bank requesting a digital card statement to share the answer by mail
greetings
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1 year ago
Dear MyStake Casino,
Could you please provide me with evidence that shows the difference between the player's cards?
Additionally, would an email written reply from the player's bank be satisfactory to believe that they indeed cannot expose to such a document?
Please, send any proof to my email address: tomas.k@casino.guru
Thank you very much for your participation in the resolution of this case.
Kind regards,
Tomas
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1 year ago
Hello,
As we have checked, the user has already verified his credit cards and made the withdrawal.
Best regards,
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1 year ago
Thank you, MyStake Casino, for informing us.
Dear Jesusito,
Could you please confirm that this is correct and that the matter is now resolved?
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
Good day
yes thanks tomas and thanks mystake
the problem has been resolved favorably.
I appreciate your support, Tom.
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1 year ago
Dear Jesusito,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Tomas
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