The player was unable to withdraw his winnings as the casino was requesting some documents even though he was fully verified. The issue was successfully resolved.
MyStake Casino - The player's unable to withdraw his winnings.
Amount: €800
MyStake Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
hello, yesterday playing on the MyStake Casino site, I won an amount equal to € 800, I put my iban, and this morning at 05:46 I receive an email from MyStake Casino, informing me that they have refused my withdrawal request asking me 2 photos of my credit cards, I have made their request and I have sent them, now I can not understand the problem. Iban is correct I checked again more than 10 times, exactly 10 days ago I withdrew € 100 and it was successful, this time I don't understand why what is the problem? my account is all verified I also put my mobile number and also verified email, the only two cards I used to make deposits on the MyStake Casino site are the only cards I have in my name. Thank you, I look forward to hearing from you 🙏🏻
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2 years ago
Hello gabmilano,
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 is your account verified? Was your credit card also verified in the past? Did you use any kind of bonus to accumulate your winnings?
Please note that it is sometimes common that the casino requests additional checks in case of higher winnings.
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
I have not used any kind of bonus, always and only reloaded my money
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2 years ago
Hello gabmilano,
Thank you for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Translation
thank you very much Nick, this morning I want to update you, after the long email I sent to Mystake Casino, they replied and told me that they will double check and let me know, this answer does not convince me so much, because the problem is that it is not my card and I have never transacted with that card ...
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2 years ago
Hi gabmilano,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite MyStake Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
They keep making up that that card is my property, it's not fair for them to do that, peter, I'm sending you screenshots of what they ask for
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2 years ago
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peter, sorry, i'm trying to send you the screenshots but she won't let me send them on your site, i'll try again
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2 years ago
Translation
sorry peter, I sent the screenshots to your email complaints@casino.guru because here he doesn't let me send them.
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2 years ago
Hello Casino Guru Team
We have checked the User and everything looks great, user will get the withdraw in max. 3 working days
thanks for helping our users
MyStake Team
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2 years ago
Hi all,
Thank you for your replies.
Dear gabmilano,
Can you confirm that the verification was successful? Please let me know when you receive your winnings.
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2 years ago
Dear gabmilano,
We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.
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2 years ago
Translation
hello peter, they solved everything, as shown by my tests, the card they were asking for verification was not mine! I got the money. thank you for helping me !!
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2 years ago
Hi gabmilano,
Thank you for the update. I'm glad to hear that you received your funds. 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.
Best regards,
Peter
