The player from Italy is experiencing difficulties withdrawing his winnings due to ongoing verification. We rejected the complaint because the player didn't respond to our messages and questions.
MyStake Casino - Player’s struggling to complete the account verification.
Amount: ??
MyStake Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello, I wanted to withdraw my € 200 winnings but it was not granted because I had to do the KYC verification. I sent them all the documents and the bank statement but since I have a postpay evolution my name is not written on my card, so I sent the statement but they told me they need the first six digits of the card and the last 4. Obviously I lost those 200 euros in the end but that is not important, the important thing is to verify my card in order to have no more problems in the future in withdrawing.
I don't understand why they keep asking me for documents when I sent the card and bank statement and in both photos the iban matches.
Automatic translation:
Public
Public
2 years ago
Dear davidegualtieri955,
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 problem? 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
PS: I adjusted the disputed amount from €200 to €0 as the funds have been played and lost already.
Public
Public
2 years ago
Translation
Yes, the verification of the account is the only problem, I have verified all the documents but despite having sent the photos of the card and the account statement continue they have not verified me.
They keep asking me for my statement with the first six numbers and the last 4 but only the last 4 numbers are visible in the statement.
There is the iban that matches the card I sent with my name and surname I don't see where the problem is
Automatic translation:
Public
Public
2 years ago
Is there any relevant communication that you could forward to petronela.k@casino.guru, please?
