The player from Austria, who had previously made successful deposits and withdrawals, experienced a delay in the verification process with Mystake.com. This occurred after they complied with instructions for video verification intended to facilitate a withdrawal of 4400 euros but had yet to receive confirmation since May 21, 2024. We advised the player to wait for the standard 14-day verification period. The issue was successfully resolved when the player received confirmation of successful verification and withdrawal authorization.
MyStake Casino - Player's withdrawal delayed because of video verification process.
Amount: €4,400
MyStake Casino
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RESOLVED
Case summary
10 months ago
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10 months ago
Hello, I need your help with Mystake.com. I opened an account there and completed the ID verification as well as the email verification right away. After that, I made several deposits and withdrawals via cryptocurrency without any problems. The amounts ranged from 500 euros to 2400 euros. Recently, I deposited another 2000 euros and won about 4400 euros. However, my withdrawal was canceled, and I received an email stating that I needed to complete a video verification to make a withdrawal. I followed Mystake.com's instructions and sent them the video via email, but I have been waiting for confirmation since May 21, 2024. In the meantime, I have often chatted with the live support, and they have told me that the video was received and that the respective team is reviewing the video. I also have email correspondence confirming that they received the video and that I should wait.
Can you help me, please?
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10 months ago
Hello lirikika,
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? When exactly did you forward them the video? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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10 months ago
Hello, also i sent them the Video on 21.may.2024 about 11 oclock. As u can see the mail conversation on the Screenshots.
After Sending the Video the wrote me back after 2 days.
23.05.2024
"Dear Liridon,
Thank you for your cooperation.
Please be informed that we have received the video. Kindly wait for our team regarding the verification results.
Have a nice day!
Best Regards,
Jack"
the whole Mail conversation you can find it at attachments.
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10 months ago
hello Nick did u get my answer because of some Infos you would like hav3?
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10 months ago
Hello lirikika,
As stated above, verification may take up to 14 days, until then I can recommend to wait only. If it would take longer, please let us know.
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10 months ago
hello i got this morning an email that the verification was succesful and now i am able to withdraw! thank u!
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10 months ago
Dear lirikika,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
