MyStake Casino - Player unable to receive verification call for withdrawal.

Salve sarà circa 3 mesi che il casinò mi dice che mi chiamano per una verifica per il prelievo e non ho mai ricevuta una telefonata dopo varie email inviate mi sembra una presa in giro

Dear karmenrossi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly the casino suggested a verification call as part of the verification procedure?

When was the call scheduled for the first time and what were the details of the arrangement?

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

Best regards,

Tomas

SI MI HANNO DETTO CHE MI DOVEVANO fare una videochiamta che non è mai stata programmata nè esegutia e tutte le volte che scrivo mi dicono di avere pazienza e aspettare.

Thank you for the confirmation.

Could you please send me the correspondence from the casino where the video call is requested from you and any relevant recent correspondence from the casino as well? My email is tomas@casino.guru I'll await your reply.

kyc@mystake.email

Dear karmenrossi,

I think there was a misunderstanding as a result of my last message.

We will need you to provide us with your previous communication with the casino - relevant chat transcripts or emails between the casino and you. In order to proceed with the case we will need to review it in order to have a better understanding of the situation. Before we confront the casino, please send the information to my email at tomas@casino.guru

I am sorry I overlooked your recent email.

From my understanding, the casino requests you send them a selfie of yo with your ID document again.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Try sending the document required for verification again, and let us know about the result.

I'll await your reply.

questo l'ho fatto poi mi hanno chiesto di fare una videochiamata e tutto quello che ci siamo scritti è stato tramite la chat quindi non c'è più nulla di concreto.

ora mando l'ultima mail in memoria

Thank you very much, karmenrossi, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello karmenrossi,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite MyStake Casino to join the conversation.

Dear MyStake Casino,

Can you please provide information regarding the player's verification issues? Is the verification call the only obstacle preventing the player from receiving their winnings? If this information can't be shared publicly, please forward them to me at michal.k@casino.guru

Hello @karmenrossi,

The relevant team will contact you tomorrow and resolve the issue.

Kind regards,

Mystake team

Buongiorno Michal, non sono stata contattata da nessuno pur avendo ricevuto questa mail da mystake

Dear Customer,

Hope this email finds you well

Please be informed that unfortunately, we are not able to call you today due to technical difficulties, our call will be rescheduled for Monday, July 31

Kind regards,

Compliance manager

Dear karmenrossi,

Do I understand correctly, that no one from Mystake team called you on Monday 31.7.2023?

Have the call be rescheduled to another day? Have you received any other notification from Mystake team?

Non mi ha chiamata nessuno il 31 luglio e non mi hanno comunicato niente per giustificarsi.

Thank you for your response, karmenrossi.

Dear MyStake Casino,

Can you please provide information on when will the verification call take place?

Buonasera michal, ieri ho ricevuto il link per la videochiamata su whatup ma non partecipa mai nessuno del team mystake.

Ho provato più volte ieri e oggi sono rimasta in attesa circa 2 ore ma non si è collegato nessuno.

Resto in attesa di un tuo riscontro

Grazie

Carmen rossi

Hi Karmenrossi,

Our compliance manager had arranged a call with you on August 1st, but unfortunately, you did not join the call on time. She waited for an hour, but you did not show up. As a result, we need to schedule a new call for next week.

Please reach out to our compliance manager to arrange the next date for the call.

Best regards,

Buongiorno Michal, il team di mystake mi ha scritto ora che mi ricontatteranno lunedì e che io non mi sono collegata subito l'altra volta.

Gli ho chiesto di avvisarmi quando avverrà la chiamata in modo da essere disponibile, non ho sempre l'email collegata.

Graxie

Rossi carmen

Dear karmenrossi,

Thank you for the update, I have my fingers crossed🤞that you will manage to get in contact in time with Mystake team and that the verification call will be successful.

Buongiorno michal, mystake non mi ha ancora mandato nessun link per la chiamata di verifica.

Ho scritto loro per sapere se la chiamata arriverà oggi come comunicatomi la scorsa settimana e sto aspettando la risposta

Saluti

Rossi carmen

Dear karmenrossi,

MyStake team should let you know well in advance when the call will take place or let you know if the call will be moved to another day. Was the call not done yesterday at all?

No mi hanno scritto l'ultima volta che l'avrebbero fatta lunedì ma non ho ricevuti niente.

Così ho scritto loro per sapere ma non mi hanno risposto.

Per favore pensateci voi perché non posso stare tutto il giorno ad aspettare l'email per collegarmi come mi hanno scritto l'altra volta che non mi ero collegata subito.

Grazie

Buon lavoro

Rossi carmen

Thank you for your response, karmenrossi.

Dear MyStake Casino,

Can you please provide information on when will the verification call take place?

Buongiorno, sono stata contattata ma la signora di mystake mi faceva domande in inglese che non sempre capivo.

Per me sentire l'inglese parlato è difficile in più mi trovo in una località di mare quindi c'erano voci vicino a me e non capivo bene.

Non so se mi richiameranno e riscriveranno per sapere la loro risposta.

Io ho provato a spiegarglielo con email ma non so se risponderanno

Grazie

Carmen rossi

Hello,

The relevant team contacted the player. via video call. First, we asked the user to verify his identity by providing his name, surname, date of birth, and address, which he did accurately. After that, we asked him to remember which deposit method he used and his response was also accurate. Then we inquired as to the name of the game through which he won the money, but he was unable to recall it and responded that three months had passed and he no longer remembered. Accordingly, we attempt to ask the simpler query - requesting the game type (such as Live Casino, Sports, Casino, etc.). In the meantime, the player continued to explain that he could not recall the name of the game, and we could hear a third person's voice despite our repeated requests for him to remain private; otherwise, we would have had to terminate the call. At the same time, the user queried a third party in Italian for information regarding the game's name, and we clearly heard the third party's response (he stated the game's name), after which the player informed us that he remembered the game's name. We immediately responded by explaining that he could not recall the name of the game and that it had been dictated. Thus, we stopped the video call and informed him that our decision would be communicated via email. 

We are also providing you with our T&C

According to call details, it was determined that the owner of an account (karmenrossi) was not the only user of that account; third parties also had access to it, which is an obvious breach of our terms of service. 

Thus, the player's account has been terminated, and he can withdraw 20% of his last deposit.

Kind regards,

Mystake team

Buongiorno, innanzitutto come già anticipato sono in vacanza al mare e quando è stata fatta la videochiamata ero in spiaggia con la mia famiglia....io non ricordavo il nome del gioco così mio marito me lo ha ricordato ma non avevo capito che c'era il problema della terza persona.

In ogni caso mio marito fa parte della mia famiglia quindi lui sa che ho giocato e che ho vinto quindi penso che mystake stia solo cercando un modo per non pagare la mia vincita anche perché dal 20 aprile sono passati tanti giorni ed è normale che una persona possa non ricordarsi.

Se avessero fatto prima la videochiamata mi sarei ricordata.

In più avevo chiesto di poter parlare con un traduttore visto che io non ho capito tutta la parte della terza persona e dell'interruzione della chiamata.

Penso che loro cerchino solo una scusa, io ho giocato ad aprile e ho vinto perché non mi hanno subito pagata nonostante i numerosi solleciti?

Grazie per la vostra disponibilità

R**** carmen

Buongiorno Michal, il sito mystake non risponderà più al mio reclamo? Non lo trovo corretto hanno chiuso la telefonata e hanno bloccato il mio account, io però avevo vinto e non poco non trovo giusto che finisca così

Graxie

R**** carmen

Hi karmenrossi,

I wanted to inform you that since Michal, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Michal possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Michal will reach out to you before the end of the upcoming week.

Thank you for your understanding and continued patience.

Dear karmenrossi,

I understand that English is not your first language and that it might not be so easy for you to understand the questions the casino team has asked you. Some casinos do allow another person to be present on the video verification call as a translator, however, a good practice is to have this agreed upon with the casino team in advance.

What I don't fully understand is how come your husband knows which games you've been playing better than you? It is OK if you don't remember all the games, but I would know for sure which games I've played when I have hit big wins regardless if it was 1 week or 6 months ago. How often are you lucky enough to win such nice wins? Anyway, it would be great if the casino could give you one more chance to successfully complete the verification via a second video call.

Dear MyStake Casino,

I comprehend your perspective and concur that it's essential for the player to provide responses independently, representing themselves without external aid. However, it's evident that English isn't the player's primary language, and there's a possibility that the player didn't grasp the question fully. This led the player to consult her husband for clarification on how to address the provided question.

Would it be acceptable for you to give the player one more chance to complete her verification through a second video call where her husband would also be present to help with the translation?

Grazie mille, ma come dici tu siccome ho avuto una vincita così grande è normale che ho informato mio marito quando è accaduto e siccome nel momento della videochiamata non lo ricordavo anche perché pensavo volessero solo verificare la mia identità, lui mi ha aiutata suggerendomelo.

Tra l'altro ribadisco che ero in ferie con la mia famiglia e non sapevo che dovevo essere sola al momento della chiamata.

Comunque grazie per la tua richiesta di una seconda chiamata al casinò

Saluti

Carmen rossi

Hello Michal,

The person who dictated the player seems that he is a member of the family. If we contact and ask the same questions, the family member will have previously provided all the information, and the player will already be aware of the appropriate responses. We will therefore be impacted by the video call being repeated.

Along with this, we asked the player the same question multiple times and made an effort to use the simplest language possible. The player answered us with exact information regarding the personal information and didn't hesitate about the details. However, when we began talking about the game and the issues connected to the account, she couldn't answer the questions. According to it, the problem wasn't in the language barrier.

We also advised the player to stay alone while video calling but she didn't pay attention and carried on speaking Italian to her husband. The translation was not the topic of discussion. As soon as she got the required information from her spouse, she returned and responded to us by saying that she remembered what she played.

To the conclusion, it is clear from the above, language barrier wasn't the reason for not giving answers.

Kind regards,

Mystake team

Thank you for your response, Mystake team.

Dear karmenrossi,

After a throughout discussion and consideration of all the facts, we have come to the following conclusion:

We understand that English is not your first language, however, considering you were able to clearly answer the questions regarding your personal information and didn't hesitate about the details it is quite evident that the language barrier did not play a significant role in this case.

We understand the concerns raised by the casino team regarding their questions about your gameplay. If you were the sole participant in the mentioned games, it's highly improbable that you wouldn't recall the instances where you achieved significant winnings. While it's acceptable if players don't remember all the games, it's certain that players would recall exactly which games they've played when they've achieved substantial wins, regardless of whether it was a week or half a year ago. As the exclusive user of your casino account, you should have been able to provide clear responses. The verification call was scheduled and mutually agreed upon at a specific time with you, therefore it's expected that you would be alone during the video call, regardless of your location, be it at home or elsewhere. This is a standard requirement. 

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards

Michal

Casino Guru