The player from Austria is struggling to withdraw her winnings, due to incomplete account verification. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.
MyStake Casino - The player is struggling with account verification.
Amount: €3,495
MyStake Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I played the sports welcome bonus at Mystake.com and was limited to 5 combos while playing through the bonus. I kept playing until I finally met the wagering requirements.
Then I wanted to pay out. A verification hassle began, with all paperwork sent by me. It finally ended up with me receiving a Whats App call (for verification) according to MyStake. But that call never came.
After this call never came, I contacted support via email and live chat several times over a period of months, whereby the live chat put me off and I never received an answer via email.
Last but not least, the case was even classified as a priority, but absolutely nothing has happened.
I've been trying to get my money since December 2022, but unfortunately I've been unsuccessful so far.
Here is a small excerpt from one of the unsuccessful emails. If you need further chat histories or anything else, please contact me.
I am asking you for help.
LG Christina ****
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear kristinakoffu,
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. None of the serious and licensed casinos takes KYC lightly.
Could you please advise if your previously submitted documents were approved and when? Do I understand correctly the issue seems to be to arrange a next verification call?
Please forward any communication (chat transcripts, emails) to my email address at tomas@casino.guru
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,
Tomas
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1 year ago
Translation
Hello,
Thanks for the answer.
Yes, as far as I know, I am fully verified and the documents have also been successfully checked.
I don't remember exactly when that was, but all in all it's been 5 months now.
Exactly, I'm being contacted by Mystake and apparently it's supposed to be via whatsapp, as I've been asked to give my number several times.
I will forward the chat histories and emails to the email address mentioned above.
Thanks for the help!
Best regards
Christine ****
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Thank you very much, kristinakoffu, 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.
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1 year ago
Hello kristinakoffu,
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
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1 year ago
Hello @kristinakoffu,
The Mystake support team will contact you today by Whatsapp.
Kind regards,
Mystake
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1 year ago
According to the latest information, the user is able to withdraw the winnings. So feel free to make the withdrawal request.
Kind regards,
Mystake team
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1 year ago
Translation
Dear Mystake Team,
First of all thanks for the call.
Unfortunately, it is not true that the payout is possible. The payout option is still grayed out. So it is still not possible for me to make a payment as you just described above - see photo.
Please activate the option!
Best regards
Automatic translation:
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1 year ago
Thank you for the update, kristinakoffu.
Dear Mystake Team,
Can you please explain why is the withdrawal option in the player's account still not available?
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1 year ago
Translation
Dear Casino Guru Team,
I don't want to thank you, I could finally withdraw the money from my Mystake account and it has already arrived🙂
I'm really happy about it, because without your help it wouldn't have been possible!
Thanks very much!
Best regards
Christina
Automatic translation:
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1 year ago
Great news, kristinakoffu. I'm glad to hear that you successfully received your winnings.
As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Michal
Casino.Guru
