A player from Italy has won big on MyStake casino, but is unable to withdraw the winnings due to multiple card verification issues. Despite trying to comply with all verification requirements and raising a direct complaint, the casino still refused to process both a card withdrawal and a cryptocurrency option.
MyStake Casino - Player’s withdrawal attempt has been rejected.
Amount: €1,400
MyStake Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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Public
1 year ago
Translation
Hello everyone. I'm here to recount my experience on MyStake, while playing the Xxxtreme lightenin roulette. Fortunately, I bagged a big win, so I immediately set out to fulfill the KYC by verifying my documents (Identification Card), required selfies, proof of residence, and email. However, when I attempted to withdraw my winnings, I encountered an error since my card was a Postepay operating under the Mastercard circuit, and they requested for my card's verification via email. Within their request though, there were two cards they wanted to verify. One of these was my old card, which had worn out and I had thus replaced with a new one. I sent a complaint email because I no longer possess the second card, only the new one. Yet, nobody has responded to me and they continue rejecting my withdrawal request. I also tried executing a withdrawal through a cryptocurrency option, but that was rejected too. Can anyone assist me? I'm in rather urgent need of this money.
Automatic translation:
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1 year ago
Hello tizianobelardi2000,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Do you have any kind of official confirmation of the expired card which you could provide to the casino?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello, the documents I sent have all been verified. Identity card and certificate of residence. I also checked the email. However, the Postepay card verification process started yesterday afternoon and I still haven't received a response. I can also continue to wait, but the verification requested by the casino is two Postepay cards, one of which I no longer have, not even any type of documentation. I spoke to the casino yesterday afternoon to send documentation of the card used to deposit the money that morning. About 4 withdrawal operations were opened in the whole day yesterday, all rejected. I only received a notification on the site where they wrote that I had to verify my two cards.
Automatic translation:
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1 year ago
Hello tizianobelardi2000,
Did you explain the situation with the card to the casino? If yes, what did they respond to it?
If some documents were provided only a week ago, there is still time for the verification to be processed as it usually takes up to 14 days.
