MyStake Casino - Player struggles with withdrawal due to document issues.

Good morning, I finished verifying my account yesterday, made several deposits, and won a total of 800€. However, when attempting to withdraw the winnings, they sent me an email asking for a picture of my card - I informed them it's digital. They requested an account statement and I attached both the statement and the account ownership certificate. They told me they do not accept photos or scanned documents, so I told them it's neither a photo nor a scanned document but a direct download from the Imaginbank app and this is the only way I have to verify it. Since then, they've stopped responding. I've read about similar cases and noticed that you often provide help here. I would greatly appreciate your assistance.

Thank you.

Hello Itsruizv93,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when was the verification ongoing? Did you accumulate your winnings with real money or did you use a bonus? When exactly was the last time you spoke to the casino and did you try to contact them again since?

Looking forward to your answer.

Regards,

Nick

Good morning, the winnings were obtained with real money.

They have already answered me again and we have sent about 40 emails. The problem is that they tell me that I need a statement that shows the 4 digits of the card and the name of the account holder. And that my bank does not offer.

But I have sent them a certificate of ownership of the account and an extract in which "Santeda", which is its trade name, appears perfectly, all from the same account. And despite the fact that they do not accept screenshots, I have also sent them a screen recording accessing the bank's app and entering those movements and the card.

The last time I spoke to the casino was Saturday. They have since stopped responding.

Thank you very much for starting to help me with this issue because I am already beginning to think that I will not see my money

I have just been at the bank and they have provided me with an extract of my card as well as the contract of the same. I have it in physical format and sent by them to my email as well. Can I send it to some address so you can see it?

Update they just answered me the following.

"Greetings dear Alejandro,

Please be informed that in order to complete the verification process, kindly provide us with the official bank statement stated in the PDF format.

Have a nice day!

Best regards,

Ryan"

I have sent them everything. The document that my bank sent me and the same printed document also included a photo of me with my ID in one hand and the extract in the other without them asking me. In it you can see perfectly my card number, the contract number, my name, and on the next page the uses that have been given to that card in which "santeda" appears, which is them.

But it seems to me that this casino does not want to pay me what corresponds to me. Millions of thanks and I hope that we will solve it soon together because I really need the money.

All the best

update. After contacting my lawyer and sending them an email requesting my verification, it seems that Mystake has verified my card. They sent me an email saying the following

Dear Alexander,

I hope this email finds you well,

We are delighted to inform you that your card verification process has been successfully completed. Your card has been verified.

Have a nice day

Best regards,

Tom

I have already requested withdrawal. As soon as it's in my account I'll let you know. I hope there are no more problems.

All the best

update. I received the payment correctly, I have requested another of €800, I will inform you if I receive it so that you can close the case

Thank you !!!

Dear Itsruizv93,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru