The player from Italy is struggling to withdraw her winnings. The issue is probably caused by a deposit from a 3rd party payment method. The player confirmed that the issue was resolved, therefore, we also marked this complaint as resolved.
MyStake Casino - Player's unable to request a withdrawal.
Amount: €8,000
MyStake Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I am unable to withdraw my amount.
I deposited with my son's card, to withdraw I wanted to use my credit card. Only they were rejected several times because they had problems with SEPA transfers.
I was advised to open a crypto account. I did, I withdrew € 100 first, then I requested a withdrawal of € 3000 and it was refused. I was asked to verify the cards, my son and I sent photos and documents with selfies to verify everything. We were told there is no problem if I have deposited with my child's card.
Now I would like MyStake to reply to me that I was mentioned and since the chat is useless and that they do not reply via email.
We provided all kinds of documents, they forced us to open a crypto account and I still don't get an answer today.
Automatic translation:
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2 years ago
Dear Ilmistero,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found:
„The Company does not accept third party payments. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company is not responsible for the lost funds deposited from third party accounts."
Furthermore, please check our Fair Gambling Codex for Players:
"Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand.
Do I understand correctly that the casino allowed you to use your son's payment method before you made the first deposit with it?
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hi Kristina, thanks for your reply.
I did not ask for permission in advance, I made 2 deposits, one for 50 and the other for 60 ... I thought it could be done and above all I would not have expected to win this sum!
Then I sent and testified all that that is my son! You can cross-check, we sent selfies via email with credit card, ID card and a blank sheet with the site name, username and "I authorize (name and surname of my mother) to make deposits and withdrawals with my credit card . "
By the way, the photos we sent are in the same spot ...
I still have all the emails saved, the account is also verified.
I think it is absurd not to be able to withdraw after all these procedures!
Automatic translation:
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2 years ago
Thank you for your reply, Ilmistero. Please understand that technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.
Unfortunately, permission from your son is not acceptable proof in this case. If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method before you used it, I’m afraid there’s not much we can do for you.
Thank you for your understanding.
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2 years ago
Translation
Hi Kristina, thanks for the reply.
But they sent me emails telling me to do all the steps I listed above.
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2 years ago
This is usually a complaint that we would mark as rejected. However, if you consider the issue resolved, we will now also close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
