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

I am having trouble withdrawing my funds from my account because they are asking me to verify my virtual card by taking a physical photo of it, front and back. When I explained that this is not feasible, they told me to send them a confirmation that shows the last four digits of the card, my name and surname, and the payment to their site issued by the bank in PDF format. When I requested this from the bank, they told me it was not possible. Yet, those at MyStake insist on this despite me providing them with other cards that have the same bank account as the virtual card, only with a different number, and I also sent them a photo of my ID. How can you assist me?

They asked me to take a picture of their virtual card, which is not possible. When I wrote to them, they told me to send them a bank statement showing the virtual card number, my name and surname, and proof of payment to the account. I requested this from the bank, and the bank issued me a statement for January, except that the card number is not visible, but the current account number is visible.

Correction, they just asked for my virtual card to take a picture.

Dear Pavle.Dzoganovic,

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.

• Could you please advise if you took a screenshot of your card in the bank application?
• Is your bank able to give you a confirmation the card was issued in your name?
• Please let me know if these recommendations were able to solve your problem, and if not, please share your exchanges with the casino support. Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

The screenshot is not valid, only the pdf format where it says my name, the last four numbers of the card and the payment to the account

Thank you very much, Pavle.Dzoganovic, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Pavle.Dzoganovic,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

In the meantime can you please specify if we talk about Revolut virtual card?

Dear MyStake Casino, I invite you to contribute to this discussion and help resolve the player's complaint. Could you provide more details about the case? Please confirm if you have received the player's bank statement, which contains information about the player's deposit to your casino and his personal data.

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email, natalia.b@casino.guru.

Kind regards,

Natalia

Hello,

The user has already successfully withdrawn the funds.

Kind regards

Thank you for checking this, MyStake Casino.

Dear Pavle.Dzoganovic, according to the casino representative, your withdrawal request was approved. Can you please confirm if you have already received the payment? Please, let us know if we can consider your issue to be resolved or if you need any further assistance.

Yes, everything is resolved, thank you for your help and involvement.

Dear Pavle.Dzoganovic,

Thank you for updating us. I'm glad to hear that your issue has been resolved. I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia

Casino.Guru