The player from Spain is experiencing difficulties withdrawing his winnings due to ongoing verification. Unfortunately, the player decided he was no longer interested in our help, therefore we rejected this complaint.
MyStake Casino - Player's struggling to verify his payment method.
Amount: €300
MyStake Casino
Safety Index:HighSafety Index
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8.9
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Closed
Our verdict
Other
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I am trying to withdraw this money from my account but they reject the transaction all the time, when I talk to the customer service they ask me to verify some cards that I use to make the deposits, the cards are virtual disposable cards that allow me to create my bank to be able to carry out transactions on the internet, I have already sent them proof that the cards belong to me and that they are linked to 2 other 2 real cards and even so they keep asking me for a photo or a bank statement, I cannot give either of the two since they are virtual cards that no longer exist.
I don't know who to talk to since I've tried several customer service agents and I can't solve the problem.
It all sounds very suspicious to me.
Automatic translation:
Public
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2 years ago
Dear Frank,
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 providing the proof of a virtual card seems to be the only obstacle standing between you and your winnings? Have you provided any other documents to verify your identity?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
2 years ago
Dear Frank,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Public
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2 years ago
Translation
The least they are is a serious casino, if they were these things would not happen, it is very easy and it does not cost anything to notify the user before making any deposit but of course this would not be beneficial for you. Frankly, they have a good product, but these deceptive tactics that only seek to delay payment periods so that the user is tempted to continue playing are truly unfortunate, in my case I'm tired of it. You can close the complaint, I don't want anything to do with you.
Edited
Automatic translation:
Public
Public
2 years ago
I understand your point of view and I will now close this complaint as per your request. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
