The player from Italy is experiencing difficulties withdrawing his winnings due to ongoing verification. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.
MyStake Casino - Player’s struggling to complete the account verification.
Amount: €4,990
MyStake Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good evening everyone, I have a problem with the withdrawal or when I went to withdraw they canceled the withdrawal because they asked for the photos of the credit cards as verified, everything is fine so far I sent my 2 credit cards and they asked me as well photos of some credit cards with which I had deposited, but those cards were disposable virtual cards created with my bank's app (I almost always use virtual cards for safety) and even so far no problem I sent the pdf files where c 'The data of the virtual cards created were written but they did not accept because they also wanted the bank statment so I had to wait 2 months for it to arrive once I arrived I also send the account statement but they refuse me even that I don't understand how never .. in my statement there are all the payments to the mystake site with exact date and time and seconds that coincide with those on the site I do not understand where the problem is .. this is the first time this happens to me I have always withdrawn in all the various casinos without problems ..
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2 years ago
Dear Gasi1996,
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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2 years ago
Translation
Hello good evening, yes I had already verified my identity then when I tried to withdraw they asked me for a further verification or those of the credit cards I used to deposit I sent my 2 credit cards (the photo) and I also had to send the virtual credit cards that I had used then from the app of my bank I sent them the pdf files with the data of my virtual credit cards created to deposit and they also asked for further things or the bank statement so I had to wait 2 months that I received the statement from my bank once I arrived I also send the statement of account where there are the date and time of the payments I made on the site and even here they did not make me withdraw I do not understand what else they want I think I have sent all the necessary and continue to refuse
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2 years ago
Thank you very much, Gasi1996, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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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2 years ago
Dear Gasi1996
I'm Michal and I have taken over this complaint. I have reviewed this case and as my colleague, Petronela stated KYC as well as AML is a very important and essential process.
I understand that the KYC process can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more userfriendly or quicker, it is a standard procedure that the casinos are entitled to.
With this being said, I will contact the casino to shed more light on this matter.
We would like to invite MyStake Casino to join the conversation.
Dear MyStake Casino
Is the only remaining document the bank statement of the virtual card the player used for a deposit for completion of the KYC process or is there anything else? Alternatively is there anything else the player can provide to speed the process up?
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2 years ago
Hello Gasi1996,
As we have checked, your statement for virtual cards didn't contain the information, we needed. We kindly ask you to provide a bank statement that will contain at least part of the 16-digit code of the card, as well as your name. Note that it needs to be a PDF format of the statement issued by a bank or downloaded from the banking application and send it to the email – kyc@mystake.com.
In case you’ve ever used the Apple Pay for the deposits on our site, kindly check the setting of your Apple Pay wallet, as the card we’re requesting can be their security code for the card you own. If that’s the case, provide the screenshot that will contain the ending of both codes.
Otherwise, we will need bank statement.
For the 2 credit cards, please send the photos of the card to the KYC mail once again and the proper team will try their best to verify it as soon as possible.
Best regards,
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2 years ago
Translation
then as I said I had already sent the pdf files downloaded from the bank app where there was the data of the virtual cards and they were not enough. then I also sent the statement of account (pdf format) where there were the payments used with virtual cards but in the statement of course it says that the payment was made with the main card because the virtual cards take the money obviously from the main card with which they are created .. I don't understand what the problem is since in the account statement there is the date / time of the deposits that coincide with those of your site .. for the other 2 cards there is no problem and no i have ever used apple pay
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2 years ago
Dear Gasi1996
As per MyStake Casino's response, please provide the required documents once more to the KYC mail.
Dear MyStake Casino
As the player mentioned that the payment was made with the main card because the virtual cards take the money from the main card thus the details might be different, I'm not sure if this information is that crucial, because the player did provide a statement from the main card that proofs the origin of the funds. If this causes any unexpected troubles, what other ways/documents should the player provide to successfully finish the verification process?
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2 years ago
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i invited all documentation again
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2 years ago
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KYC has verified my cards now I tried to withdraw and the withdrawal is in "process" I keep you updated in theory Tuesday Wednesday the money should arrive
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2 years ago
Hello GASIBELLO96,
As we have checked, after the proper verification, your withdrawal is a success. We hope it will resolve the problem. If any issue occurs, you can contact us anytime via live chat or email.
Best regards,
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2 years ago
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yes I confirm my money arrived this morning thank you MyStake but above all thank you of casino guru for the support
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2 years ago
Great news, Gasi1996. I'm glad to hear that you successfully received your winnings.
As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.
We are here to help you.
Best regards,
Michal
