The player struggles to verify his account as the casino is requesting a nonexisting document. The casino responded and stated they had sent instructions to the player on how to proceed. The player responded and informed us that further information had been requested. A short time after this, the casino then informed us that the player had been able to make their withdrawal. The player confirmed this and the complaint was resolved.
MyStake Casino - The player struggles to verify his account.
Amount: €7,900
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
1 year ago
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1 year ago
Translation
Hi, my situation is as follows. After winning €7,900, the casino asked me to verify my card to make the withdrawal, which I did without any problems. Later they asked me to verify a second card, which was my old credit card, after many attempts they accepted it. They later asked me to verify another card, which I have no idea what card it is, I've never used it and it doesn't belong to me. So I write to the assistance asking for explanations and they tell me that this card has been used on their site. I went to look at the transactions on the site and there is no trace of this card that they are talking about. So I asked if they could tell me when I used it and they reply telling me that they don't have access to this information. Looks like they're making up some bullshit. Help me
Automatic translation:
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1 year ago
Hello cabiocj,
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 exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Did you ever deposit into any other casino within this casino group?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
I requested the first withdrawal on December 6th and all the problems with verification started from there. The first check was on the card I currently use, which ends in *1596. Later I was asked to verify another card, my old one, ending with *4805. Currently they have asked me to verify a card like this 516877XXXXXX04, which I don't know what card it is. All documents approved, id card, residence certificate, email and the first two cards, only this third card is missing. I last spoke to the casino yesterday to resolve this issue, but they are no help at all. I have always deposited and withdrawn without problems on betfair, only here they have problems
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1 year ago
Hello cabiocj,
So the 3rd card is not owned by you or anyone you know? Did you ever use someone else's payment method to deposit in this casino or any sister casino?
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1 year ago
Translation
No, I repeat, the card is neither mine nor that of anyone I know. I also haven't uploaded other above cards to other sites
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1 year ago
Thank you cabiocj for all the information provided. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello cabiocj,
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,
Can you please provide further information regarding the card in question? How has it been connected to the player?
Kind regards,
Adam
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1 year ago
Hello ,
Our KYC department sent the user instructions, which will help him to verify what we asked. Hope it will be successful this time.
Best regards,
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1 year ago
Thank you for the update, MyStake Casino.
Dear cabiocj,
Can you please confirm you have received the instructions?
Kind regards,
Adam
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1 year ago
Translation
Yes, I received the instructions, they ask for the Apple Pay number, and it corresponds to the one I have, only that Apple only shows the last 4 digits of this number. I hope they accept me, even if they should
Automatic translation:
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1 year ago
Hello cabiocj,
Thank you for the update, we will await further information from the casino regarding the verification.
Kind regards,
Adam
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1 year ago
Hello,
As we have checked, the user has already made the withdrawal.
Best regards,
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1 year ago
Thank you for the update, MyStake Casino.
Dear cabiocj,
Can you please confirm that you have received the payment and the matter is now resolved?
Kind regards,
Adam
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1 year ago
Dear cabiocj,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
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