The player from Indonesia had reported a delay in his withdrawal process, despite having completed a video verification on 02/21/2024 and receiving no clear timeline from the casino. After the Complaints Team had intervened and clarified the importance of the KYC process, the player confirmed that he didn't need to provide any additional documents for verification. Following communication with the casino, the player informed the team that he had received his withdrawal. The issue was then marked as resolved by the Complaints Team.
MyStake Casino - Player's withdrawal is delayed after verification.
Amount: $1,000
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
9 months ago
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9 months ago
The casino won't let me withdraw my funds. They asked me for video verification, I sent them a video on 02/21/2024 to their mail. They accepted it and told me to wait. I ask them how long I have to wait but they don't answer. I have been waiting for more than a week (today 29.02.2024) and I think they just don't want to give me my money.
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9 months ago
Dear PUTUPUTRA,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that a review of the video verification is the last step before your account is successfully verified? Have you provided any other documents to verify your identity and have they all been approved?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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9 months ago
Do I understand correctly that a review of the video verification is the last step before your account is successfully verified? - YES
Have you provided any other documents to verify your identity and have they all been approved? - After registering, I sent them a picture of my KTP and spun my face for the camera. My account is verified
I have not been asked for any documents after that. The support service says to wait, but does not give a timeframe for verification
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9 months ago
Thank you very much for your reply, PUTUPUTRA. Could you 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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9 months ago
Dear PUTUPUTRA,
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,
Kristina
Casino.Guru
