The player from Italy attempted to withdraw €730, but the request was rejected until a verification photo of the credit card is sent to the casino. The player expresses concern that this may lead to further complications.
MyStake Casino - Player's withdrawal request is delayed.
Amount: €730
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 opened
Current status
Waiting for Casino Guru to reply
4d 11h 47m 27s
Case summary
2 days ago
Public
Public
2 days ago
Translation
Hello, yesterday I tried to make a withdrawal of €730, but this morning it was rejected and they asked me to send a verification with a photo of my credit card to the email, Kyc@mystake.email. I am afraid this might not end here, which is why I wrote on the site and would like to get your help.
Automatic translation:
Public
Public
2 days ago
Dear 64dxrcz5bz,
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.
- Was this the only document that the casino requested? Did you provide any other documents now or in the past to verify your identity?
- Could you please clarify if you've already provided the photo of your credit card?
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
Public
Public
2 days ago
Translation
in the past I had already verified all my documents, now they only asked me for the photo of the credit card, which I have already sent, now I hope they don't drag it out, how long will it take?
Automatic translation:
Public
Public
2 days ago
Translation
They asked me for the Postepay statement to verify my data and confirm that I am the owner, let's see what they come up with now
Automatic translation:
Casino Guru is examining the case
Kristina is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
