MyStake Casino - Player's withdrawal is delayed due to verification issues.

Hi There,

Mystake have asked for varying documents and photos for me to verify several cards on my account. I have provided all information asked for. They are currently going round in circles asking for statements for two cards - I have provided full statements with clear deposits made to Mystake through their varying deposit companies and yet they are still saying the need more to verify. One of the cards that I used in July is no longer active as the card was lost and I receive a new one with new card details and I have explained this to them whilst also providing them with a bank statement for both the old card and the new card. I am trying to withdraw my winnings of 3700 EUR and it appears they are going round in circles when I cannot possibly provide more proof and I have already provided.

Please can you help me with this?

Thanks

Zenobia G***

Dear zennyg23,

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 verifying your card seems to be the only issue?
• 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

Dear zennyg23,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.