HomeComplaintsMyStake Casino - Player's withdrawal via SEPA transfer is denied.

MyStake Casino - Player's withdrawal via SEPA transfer is denied.

Amount: €3,000

MyStake Casino
Safety Index:High
Submitted: 03 Aug 2023 | Case closed : 22 Aug 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Italy is facing difficulties with using SEPA transfer during a withdrawal attempt. The player stopped responding to our questions and comments, so we had to reject the complaint.

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1 year ago
Translation

I can't withdraw using SEPA transfer

Automatic translation:
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1 year ago

Dear francescosocial89,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the KYC verification?

Have you made any successful withdrawals from this casino in the past?

Have you tried discussing the problem with SEPA transfer with customer support? Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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1 year ago
Translation

Hi, Veronika I read about the KYC verification but I can't.. I don't know how to do it, could you help me?

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1 year ago
Translation

This would be my first time withdrawing from mystake

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1 year ago

For verification, go to your profile, click on Account verification, and upload your proof of identity and proof of address. Also, don't forget to verify your email address as well.

file

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1 year ago

Dear francescosocial89,

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.

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1 year ago

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.

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