The player from Italy faced repeated rejection of a withdrawal request after depositing 9000 euros. The casino required photos of the deposit cards, one of which was not in his name, as well as a bank statement, but the withdrawal issue remained unresolved. After several communications, the player’s account was closed, and he did not respond to further inquiries from the Complaints Team. Consequently, the complaint was rejected due to lack of information necessary for investigation.
MyStake Casino - Player’s withdrawal is delayed due to unfinished verification.
Amount: €6,600
MyStake Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 weeks ago
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2 months ago
Translation
Hello, I tried to make a withdrawal but it keeps getting rejected... They asked me for photos of the cards used to deposit,
and only one of them doesn't have my name on it, but it's mine. Then they asked for a bank statement, I sent it but still nothing.
PLEASE HELP ME... I deposited 9000 euros, and I would like to withdraw at least this 6600€.
Thank you.
Automatic translation:
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2 months ago
Dear Dario1984,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Have all your cards been successfully verified apart from one that does not have your name on it? Is there no name on this card at all?
Does the bank statement you sent to the casino show that the card belongs to you? Have you checked if the bank statement shows your personal information as well as the number of the card you used for depositing to the casino?
When was the last time you contacted customer support regarding your verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Translation
Good evening
all the cards are in my name, one is missing the name because it is a debit card and a cash card, yesterday I sent a statement of the card, they told me to wait 48 hours
Tomorrow I'm going to the bank to make a PDF extract where the card transactions and my name are shown
in your experience with MYSTAKE CASINO, can it be solved by waiting or have I been scammed?
Thank you
Dear Dario,
I JUST RECEIVED THIS EMAIL FROM
SITE
Thanks for your email.
For proper verification, please provide us with a bank statement containing the owner's name and at least the last four digits of the card number.
If the statement does not contain the information mentioned, please provide us with proof of deposits made on our website.
Please note that the declaration should be in PDF format
official and issued in the last 90 years
Edited
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1 month ago
Based on our experience, the verification process at MyStake Casino can be resolved by submitting all required documents in a timely manner and in the correct format. Once your documents meet all the necessary criteria, your account will be verified, and you will receive your rightful winnings.
Have you provided the bank statement to the casino? Were you asked to submit some other documents as well? What is the current status of your verification procedure?
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1 month ago
Translation
Good evening
I received an email where they ask for the photo of the card again with my relative document... in the meantime I sent the bank statement
Automatic translation:
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1 month ago
Please forward me the email communication between you and the casino customer support that is relevant to the investigation of your case at veronika.l@casino.guru.
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1 month ago
Dear Dario1984,
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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1 month ago
Translation
Hi, suddenly they closed my account
I can't get in anymore
Automatic translation:
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1 month ago
Have you received any email from the casino after your account was closed? If you have, please forward it to me at veronika.l@casino.guru.
Were you able to successfully complete your verification before the casino closed your account?
What was the balance in your account when the casino closed it?
