MyStake Casino - The player's unable to withdraw.

Hi, the casino refuses me the withdrawal and they don't give me explanations. I state that my account has been verified for more than a month. I had already withdrawn and received the money earlier. Now I am being refused withdrawal but I am not receiving emails with reasons. They tell me in chat that I have to send the copy of the credit card again. I send it and then re-request a withdrawal but they continue to refuse it. I have sent several emails but they don't respond

Hello billyplay,

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.

Are your withdrawal disabled or they just keep getting rejected? Did you use any new payment method since your last withdrawal? Did the casino explain why are they rejecting to verify your card?

Please send your communication between you and the casino to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hi, practically in chat they told me that they have not received my email with the copy of the credit card. I have sent several times but then I realized that from my email on which I am registered at the casino they do not receive emails. I sent an email explaining the problem to kyc@mystake.com from another email address. Asking if I can send the copy of the card from the other email attaching the copy of the ID card, but they tell me it must be sent from the email I am registered on at the casino. I told him if you do not receive the messages from my email tell me how can I send the copy of the card? Give me another method. They have not replied, I have sent them other emails and they do not reply. I redid the withdrawal request and they refused it again.

Then I contacted Libero explaining the problem, they checked and gave me this answer:

what reported is attributable to the fact that the mystake.com domain has no MX record and the A record points to the IP 217.175.53.72 which does not respond to connection attempts from our servers.

We invite you to report the anomaly to the manager of the server in question.

So it's their problem that they are not receiving emails from my mail server.

Hello billyplay,

Didn't the live chat specify where exactly should you send the e-mail if their current one is not working? Isn't it available to upload your documents directly in your casino account?

Also it might be enough even to contact them through regular e-mail support to finish the verification, definitely give it a try and let us know the outcome.

Regards,

Nick

Only from the free email do not receive emails. From yahoo email accounts they receive my emails. I am registered at the casino with the free email and they say that only from that email can I send the copy of the card. I explained to them through another yahoo email of mine that they do not receive free emails and that I could send the copy of the card from the yahoo email of course attaching the copy of the ID card to prove that it is my account. But they no longer answered me and even blocked my withdrawal requests. It is not possible to upload documents to the casino account.

Indeed there is a section where you can upload the proof of residence, but it doesn't let me upload anything, if I try the message comes out with the written account already verified

Thank you billyplay for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello billyplay,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite MyStake Casino to join the conversation and participate in the resolution of this complaint.

Dear MyStake Casino,

The player stated that your server is unable to receive mail from the e-mail account that the player used to register. Can a different e-mail account be used by the player to send the outstanding documents?

Kind regards,

Adam

Hello

As I'm checking, the player has successfully withdrawn 1150 EUR from his MyStake account

Thank you for the update, MyStake Casino.

Dear billyplay,

Can you please confirm if the issue has now been resolved?

Kind regards,

Adam

Yes I was able to withdraw. Thanks for everything

Dear billyplay,

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

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam