MyStake Casino - The player struggles to withdraw his balance.

I want to make a withdrawal of my money for days and it tells me to verify my bank card and I already did it and it still keeps asking me for a second card that I no longer have it in my hands in tonses I don't have the way to send photos or any document by I don't have it, I've already talked to their support and they always tell me the same thing that if I don't verify the card I can't get my money I need help because my money will be lost and with a lot of work I get it I hope they help me to be able to withdraw the money

Hello Wander0417,

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?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Thank you Wander0417 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Wander0417,

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 advise if there is any other way to verify the player's account instead of providing proof of the credit card that the player no longer has?

Thank you.

Kind regards,

Tomas

Hello,

Please consider that we require a KYC procedure to reduce the risk of identity theft, money laundering, financial fraud, and the financing of criminal organizations. This process is taken very seriously. It is necessary to ensure that you are the legitimate person to whom we transfer money.

Video or credit cards verification is also part of this process. After you are completely verified, you will not be bothered by us concerning this matter for quite a long time.  

The user has to verify credit cards -459413XXXXXXXX54 // 536058XXXXXXXX29, which were used to make deposits.

When the cards are verified, the user will be able to make a withdrawal.

Best regards,

Hi, but I'm already tired of telling you that I don't have those cards anymore, they weren't mine, they lent them to me to make the transfer because I didn't have a card, I think you want to fraud me and we'll take this case to the bequest, yes. It doesn't come back, I need my money because I earn it with a lot of work, and what's more, if this is about me laundering money or something like that, I would have sent more money, don't believe it, and also how someone else is going to enter my account If none of my information is known, I am already tired of talking to you, I will go to the police center to proceed with the investigation until the final consequences are reached.

Dear Wander0417,

Could you please explain who exactly lent you those credit cards? Were they physical or virtual? Do you have a bank statement that shows the deposit transactions into the casino?

Kind regards,

Tomas

I understand these cards I use virtual and I no longer have access to them for this reason I can't send anything because I delete them and I don't have them so the card I use the most I already verified but they want the other ones and I don't have them and I need my money, it's been a long time since that money is in your casino and I haven't been able to do anything. I need help please 😭 why are they like that, for God's sake, I've already tried anyway

Dear Wander0417,

If these cards were virtual, I believe you should have them listed in your transaction history at the time of the deposits. Could you please provide us with a bank statement that shows these transactions? So we can see that you have indeed used those virtual cards for the deposit.

Thank you.

Kind regards,

Tomas

Hi, sorry, but the cards that they used in my account were physical, but I am not aware of those cards, I have never seen them, so I have not been able to verify my identity and I need you to please help me, I deposited that money more than 2 months ago and I still can't make the withdrawal 😱 I don't have bank information or any of those cards because I don't know what happened because they are not mine please

Dear Wander0417,

Can you please explain how you could have physical credit cards without seeing them? Who is then the owner of those credit cards, if not you?

Kind regards,

Tomas

The cards belonged to a friend who lent them to me because at that time I had no way of recharging the account, so I asked for his help but he already tells me that he doesn't have it so I can withdraw it at his bank, that's what happens

Dear Wander0417,

As per the casino's T&Cs:

The Company does not accept third party payments. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company is not responsible for the lost funds deposited from third party accounts.

Due to the aforementioned reasons, this complaint will now be rejected. Please, bear in mind that this is the standard industry measure for online casinos, and I recommend you never do this again.

Thank you for your understanding, and I am sorry we could not be of more help on this occasion.

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Tomas