MyStake Casino - Player’s withdrawal request is delayed.

Hello, I requested a withdraw (my account is fully verified) and they asked for a video about a paper with my name, username, date and the sites name with the id card, I did it and I sent it a week ago, I asked them many times do they have any news, but they said they didnt processed it yet, I dont know what takes so long to review a 12 second video

Dear Koszolanorbi, 

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 confirm that you are waiting only for the verification of your video and all your documents have been verified?

Is this your first withdrawal from this casino?

When was the last time you communicated with the casino regarding your video verification?

Have you sent the requested video in high quality so that all the documents are clearly visible and readable?

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

Yes im waiting for that one only and its not my first withdrawal, I withdrawed 2 times before, I talked with them 2 days ago but I didnt got respond since now and yes its a perfect video, everything there what they asked

Before we proceed with the investigation, please forward me all the communication between you and the casino customer support along with any other evidence that could be relevant to your case. My email address is veronika.l@casino.guru. Thank you.

I sent the email

Thank you very much, Koszolanorbi, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Koszolanorbi,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite MyStake Casino representative to join this conversation.

Dear MyStake Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello,

The user has already passed video verification successfully and withdrew the winnings.

Kind regards

Thank you for your reply, MyStake Casino.

Dear Koszolanorbi,

Could you please confirm, you have received your withdrawal?

Dear Koszolanorbi,

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.