The player from Belgium had won nearly 10,000 euros at the casino but had faced difficulties withdrawing his winnings due to repetitive documentation requests from the casino. Despite having sent all requested documents, he felt that the casino had been intentionally delaying the withdrawal process. As the player had used his winnings, the team concluded there was not much they could do to assist further.
MyStake Casino - Player's withdrawal is delayed due to excessive document requests.
Amount: €8,500
MyStake Casino
Safety Index:Very highSafety Index
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9.2
MyStake Casino has a Safety Index of 9.2, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
10 months ago
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10 months ago
Translation
I've won just short of 10,000 euros on this scam site. Depositing is immediate, but withdrawing is another story. I did the same as everyone else based on the reviews, but now I understand the negative ones saying withdrawals are impossible. If you've got money to throw away, go ahead. For over a week, they've been asking for 36,000 documents and photos, via email only, and take two days to respond. Each time, they find a reason to extend the deadline and I am out of patience. I've deposited more than I've won and had been playing on this site for months, but the first time I try to withdraw, they give me a hard time. Sites like these should be banned and I hope they'll soon be shut down. I will certainly be filing a complaint against these swindlers. They ask for less documentation when buying a house than when trying to withdraw your own winnings from these crooks. End of the story, I can't withdraw my money and I am done sending documents!
Automatic translation:
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10 months ago
Dear liamsi,
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.
- Could you please list which documents you have already provided and when exactly did you send the last one?
- Which documents were the last to be requested by the casino?
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,
Tomas
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10 months ago
Hello it not necessary, thanks you for your reactivity, i lost my benefit by playing because they will never let me withdraw.
i send already the picture of my 2bank card, id card two faces, bank statment, everthing they ask 1 week. This kind of bad gambling website do everything to delay withdraw . but as i said i really appreciate your reactivity Casinoguru. I open complaint so other customers pay attention at difficulty of withdraw of this casino.
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10 months ago
Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place. For future reference, please contact us as soon as the issue occurs so that we can intervene before it's too late.
Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to close the complaint. I wish I could be of more help. Thank you in advance for your reply and understanding.
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10 months ago
Dear liamsi,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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10 months ago
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
