MyStake Casino - The player struggles to verify his new card.

Good evening.

I'm reaching on to you because I'm seeking help regarding a withdrawal issue on the MyStake website.

I played for a few months on the platform without any deposit or withdrawal issues, everything was fine.

Few weeks ago, my bank card was lost. Therefore I had to block it and order a new one. I then made a deposit using this new card.

Since, I tried to withdraw a small amount of money (50€), and got contacted by the KYC asking me to :

• Prove my new card is indeed mine by sending them a picture with middle numbers hidden
• Prove my old card got indeed blocked with an official PDF statement from my bank

The first point was no problem. But, after many exchanges with the KYC, it's impossible for me to prove them I indeed asked my card to be blocked.

They ask for a PDF document from my bank. I asked the said bank, which answered me that they definitely couldn't provide me this kind of document and the best solution was to take a screenshot of the blocked card on my bank app, which was obviously not accepted by the KYC.

I now stand in a dead end. Do you have anY idea of what I can do to have my account validated again, withdraw many and keep on playing on MyStake without issue?

Regards,

LF67

Hello LF67,

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 how long have you been trying to verify your new card? Did the casino specify the exact reason why was the proof of lost card rejected? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick.

I've been struggling with the verification since 26th November.

They are rejecting the verification of the fact my old card has been blocked. They can't believe me because I can't provide a PDF statement from my bank stating that my old card has been indeed blocked.

I'm still in contact with the casino by mail, their last answer is from yesterday, telling me again than they need a PDF statement.

Regards,

LF

Update : It seems that the issue is solved, as the NYC just sent me a message telling me that my documents are now verified. I didn't provide any new document to them, just mentionned I'll try to find help on CasinoGuru.

I guess the issue can be closed. Thank you for you help.

LF

Thank you LF67 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick