The player from Italy is not able to withdraw his winnings. The casino asked him to verify a credit card he allegedly didn't recognize. Verification of the credit card was successful in the end. The player, however, reduced his balance in the meantime, but successfully withdrew the rest. The complaint was closed as 'Resolved'.
MyStake Casino - Player's struggling to withdraw his winnings.
Amount: €5,000
MyStake Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I have been trying to withdraw for days now which they used to make me do instead now they ask me to verify a card that I have never used to deposit.
I tried everything through the screen of all the deposits made which were exactly inside my statement.
By email no one helps you or answers but they just ask you to verify this card that doesn't exist
Automatic translation:
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1 year ago
Dear 9luca7,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you do not recognize this card at all? Do I understand correctly that this is the only obstacle standing between you and your winnings? Has the casino approved the rest of your documents?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hi Kristina, yes I have verified all my documents and I had already made two withdrawals last week of December.
now they ask me to verify this card which is not in my possession i tried to check everything but i verified that every single deposit transaction is exactly in my bank statement which i forwarded to their KYC support
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1 year ago
Thank you for your reply, 9luca7. Could you please clarify why you do not possess the card?
Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
I don't know why they ask me, I checked all the deposit transactions on my card and they are the same as those on the site, I made a wrong withdrawal 15 days ago and now they ask me for a card ending in xx46 which I don't I own.
I have sent more than 20 mails and they still can't solve my problem!
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1 year ago
Do I understand correctly that you entered an incorrect credit card number when requesting a withdrawal?
Moreover, I still have not received the communication between you and the casino I requested in my last message. Could you please provide it so we can proceed with this complaint?
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1 year ago
Translation
no, they tell me that I deposited with this card that ends in xxx46 which I therefore have to verify but I don't have any card that ends in those numbers and the only 2 that I used to deposit I have already verified and in fact a month ago they did withdraw. I can attach all the documentation. I don't know how the videos are sent but here they ask me to verify the cards I used, verified and they made me withdraw. from that moment on i checked everything but i don't have the card they require me.
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1 year ago
Thank you very much, 9luca7, for your cooperation. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Dear 9luca7,
From now on, I’ll be assisting you in this matter. I’ll contact the casino and try my best to resolve the issue.
I would like to invite the representatives of MyStake Casino to join this conversation.
Dear casino team,
Can you please clarify the situation? Any relevant information can be forwarded to andrej.p@casino.guru.
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1 year ago
Translation
they unlocked everything for me and I fixed it, thanks
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1 year ago
Hello,
As we have checked, the user has already verified his credit cards and made a withdrawal.
Best regards,
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1 year ago
Thank you, MyStake Casino team, 9luca7, for the updates. We’re glad to hear there’s been progress.
Dear 9luca7,
Could you please let us know if you’ve received your winnings?
I’m setting the timer for 7 days.
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1 year ago
Dear 9luca7,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
I played a part and when the amount decreased they unlocked everything for me, I hope it was a coincidence but in any case I withdrew everything and I won't play again
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1 year ago
Thank you, 9luca7, for the update. I understand that you’re not completely satisfied with how things worked out in the end, but I’m glad you successfully withdrew your winnings. Before we close your complaint, could you please advise what was the amount you’ve successfully withdrawn?
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1 year ago
Dear 9luca7,
I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, we will close this case as 'Resolved'.
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1 year ago
Dear all,
As we’ve previously received confirmation from 9luca7 that his winnings had been successfully withdrawn, we will now close this complaint as ‘Resolved’ in our system.
Thank you, 9luca7, for using the Casino Guru complaint resolution center and please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Andrej, Casino.guru
