MyStake Casino - Player's withdrawal request is continuously declined due to unfinished verification.

Hello, I am having an issue with withdrawing my winnings. The request keeps getting declined and they continually ask me for the same documents, which I have already sent numerous times.

I have attempted the withdrawal both through SEPA bank transfer and with MiFinity.

Thank you.

Dear danielep233, 

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

I already checked everything a few months ago, however, I sent an identity document with video, bank account statement with IBAN where I have to make the transfer, prepaid card account statement from where I made the payments with holder data (in my name), prepaid card photo both in pdf and jpeg as requested, all sent several times and they keep refusing to credit me the winnings by sending me the following message:

We are contacting you to inform you that the requested transaction has not been successful.

We inform you that to complete the verification process, we kindly ask you to verify all the credit cards used

Could you please confirm that you verified ALL the credit cards you used for depositing into the casino?

I only used a rechargeable card

Thank you very much, danielep233, for providing all the necessary information. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of MyStake Casino to join the conversation and participate in the investigation of the case. Could you please explain in more detail which additional documents you need for the player's successful verification?

Hello Danielep233,

As we checked out, you have not provided the proper document.

The screenshot of a transaction is not relevant.

To complete the verification process, please provide a bank statement that includes your name and the last four digits of your card.

If this information is not present on the statement, please provide a statement that shows all deposits made on our website with the requested card.

The statement must be in PDF format and issued by a bank or downloaded from their banking application.

If you are not allowed to download such a statement from your mobile bank, please contact your bank operator and they will assist you accordingly.

Best regards,

Dear danielep233,

please provide the casino with the bank statement in the correct format and with all the necessary information visible. Thank you.

Dear danielep233,

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.