The player from Spain had initially verified her account and was assured by live support that it was fully verified. However, her withdrawal request for 6000 euros was rejected, requiring additional verification via a video where she wrote and pronounced instructions in English. This delayed her access to her funds. The issue was resolved as the player managed to withdraw her money successfully, leading us to mark the complaint as resolved.
MyStake Casino - Player's withdrawal delayed due to additional verification.
Amount: €6,000
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
6 months ago
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6 months ago
Translation
Hello, I'd like to share a bit about my situation. I have 6000 euros in my account and initially, my account was fully verified with my ID, proof of address, and email. I spoke with live support and asked if my account was properly verified for making a withdrawal, and they said yes, everything was verified. I proceeded to request a withdrawal, but 24 hours later it was rejected because they asked for a verification video. Apparently, what I had already sent wasn't enough. I sent the requested video, and then they asked for another video where (and this really struck me) they required me to write in English what they were asking for and to pronounce it in English. It seems strange to me that a casino that operates in multiple languages would ask me to do something in English, which feels a bit discriminatory since I'm Spanish. It also makes me wonder if they just want to keep my money. I hope Casino Guru can help me with my problem because I still haven't received my money. Please, I'm awaiting a response from Casino Guru so this can be resolved with the casino, because despite this issue, it seems like a great place to play. Looking forward to your response, thank you.
Automatic translation:
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6 months ago
Hello ana88,
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 should you forward the video in English language? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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6 months ago
Translation
I already managed to withdraw my money, thank you very much casino guru, can you close the complaint, thank you and greetings
Automatic translation:
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6 months ago
Dear ana88,
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
