The player from Italy had attempted to withdraw €730, but the request was rejected until a verification photo of the credit card was sent to the casino. The player expressed concern that this might lead to further complications. The Complaints Team had extended the response time by 7 days, but the player did not respond to further inquiries. Consequently, the complaint was rejected due to lack of communication.
MyStake Casino - Player's withdrawal request is delayed.
Amount: €730
MyStake Casino
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8.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months 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:
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2 months 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
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2 months 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?
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2 months 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
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2 months ago
Thank you for your reply, 64dxrcz5bz. Has there been any news since your last message?
