The player from Dominican Republic has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The casino stated that they hadn't received the documents requested to complete the verification process. The player stated that they had been sent, but it seems the casino required a different format. After some time, the casino stated that the player had passed the verification and was able to make a withdrawal. The player received their payment and the complaint was resolved.
MyStake Casino - Withdrawal of player's winnings has been delayed.
Amount: RD$1,000
MyStake Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I have a complaint about the mystake casino, which yesterday at 6 in the afternoon, I withdrew 1,000 usd, to my USDT address, everything is fine until then, it said processing transition. Ok well… I waited and waited until today at 6:15 in the morning, I got a message saying that my withdrawal was withheld because they require verification of my card with which I made my first deposit, they wrote me that I have to send you a photo on both sides (the first 6 numbers and the last 4 numbers of my card)
In my case, my debit card is virtual... I entered the application and took a screenshot of the information they asked me for,
well there I already answered the email that they sent me... (now to wait for them to respond)
that's my experience right now
Now, my complaint about the casino is that in roulette they reject all the bets I make, they do not want to accept any bet, not even the smallest, they do not accept any bet in roulette. I contacted the live support chat and no one responds to me, then I contacted again and they told me that they are not accepting my bets and are withdrawing.
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1 year ago
Dear Yeesi,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
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They do not allow me to place bets, they withdraw all my plays in roulette
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1 year ago
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The mystake casino is making it difficult for me not to withdraw my winnings,
1: You are asking me for certification of my virtual card with which I made my deposit in the casino, (I send you the proof with all the details and my name)
They answer me: that it is not valid because it has to be in PDF format issued by the bank.
2: I ask the bank of the Dominican Republic, and it tells me that they do not issue card certificates by PDF, only on physical paper.
I immediately sent you the account statement where my card transactions appear and my identity card with my name!
After I sent you that final proof as verification of my card with which I made the deposit, they have not responded to me anymore!
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1 year ago
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I sent you the photo of the account statement on physical paper with the bank's stamp
After that they have not responded to me anymore!
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1 year ago
Thank you very much for your reply, Yeesi. Do I understand correctly that verifying your virtual card seems to be the only obstacle standing between you and successful verification? Has the casino approved the rest of your documents?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
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Hello, of course, I will send everything to your email! Right now! Thank you
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1 year ago
Translation
I HAVE A PROBLEM WITH MYSTAKE CASINO! BEWARE OF THIS PLEASE EVERYONE!
Yes, MYSTAKE casino has approved all my verification, but when I wanted to withdraw 1,000 usd, it asked me to KYC, verify the card, however I have sent all the proofs that this card belongs to me!
What they most demand is that it be in pdf format, so I went to the bank to have it sent to me in PDF format, and they agreed to send it to me, the two deposits appear in my virtual BILLET wallet, then from my virtual billet card, I made the casino deposits!
So the casino demands that it has to be an extract from the card that I made the deposit to the casino, so I contacted the virtual wallet, and they sent me an extract from my card saying that this card belongs to me, the first 4 numbers appear and the last 4 and date, as well as my name and my identity document
KYC's response has always been that it has to be in PDF format, because if not, it won't be valid, so I explained that this virtual wallet does not issue PDFs of the transactions I made. And I've looked for a thousand ways to get it in pdf format, and the wallet keeps saying the same thing! That they are very sorry, that the information they gave me is enough and that I convert it into pdf format myself.
so i converted it to PDF format myself, and forwarded it to KYC, and his reply was that it has to be direct from the bank that i can't convert it myself
So I have sent you valid proof of everything! And they only justify that it has to be in PDF FORMAT OF the billet wallet? Because they already know that the wallet does not issue in pdf format and that is my hit point, for them not to pay me my earnings!
I have sent them the following valid proofs:
SCREEN CAPTURE OF MY WALLET WITH CARD NUMBERS AND EXPIRATION DATE and my full name also appears
The bank physically provided me with a paper of my account statement, I have sent them a photo that showed the 4 corners, of my bank account statement with which I made the deposit to my billet virtual card, and the transactions can be seen perfectly towards my virtual card and next to the transactions towards billet my identity document appears! (it is more than enough proof so that they know that the card is mine)
I went to the bank for them to send me a PDF account statement with the latest transactions (and the bank sent me that pdf of my account statement where the transactions appear on the bill and next to it appears my identity document and I forwarded that email to them )
I have sent you more screenshot of my billet virtual card recently…
and the ONLY ANSWER OF KYC IS THE FOLLOWING:
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Greetings
Please note that the official bank statement is important to verify the card, which is virtual. So please, send it to us to verify your card.
Best regards,
Drake
————————————————————
Greetings
Please note that statement must be official, in PDF format.
Best regards,
Drake
—————————————————————
I have done everything for them to verify it and they only answer me that!
they cannot understand that the virtual card does not issue those transactions in pdf
neither did KYC WANT TO ACCEPT AN EMAIL THAT THEY SENT ME FROM MY VIRTUAL CARD VALIDATING AND VERIFYING THAT THE VIRTUAL CARD WITH THAT NUMBER BELONGS TO ME!
MY GOD! KYC IS JUSTIFYING FOR NOT ALLOWING ME TO WITHDRAW MY MONEY FROM MYSTAKE CASINO
MYSTAKE
MYSTAKE
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1 year ago
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Hello good afternoon, kristina.s@casino.guru Kristina, to remind you about my case and that I have sent you all the conversation of MYSTAKE AND MINE casino, which I have not received any answers yet other than just the same, to stop and not precede to validate my virtual card, so that I do not withdraw my money, it is a great lack of responsibility of the casino, it does not pay
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1 year ago
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Kristina help me please I don't trust this casino at all
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1 year ago
Thank you very much, Yeesi, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hello Yeesi,
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 an update on the status of the player's verification/withdrawal, and clarify how the player should proceed in order to verify their virtual card?
Kind regards,
Adam
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1 year ago
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Hello Adam, thank you for your most sincere help towards me.
also to inform you that they obligatorily ask me in PDF, the last transactions of the virtual card, which I have done the impossible so that the virtual card support team sent me the PDF with the last transactions, the first 4 and last 4 card digits, as the casino asks me, and they have always answered me that they do not issue that in PDF.
The support of the virtual card sent me a message directly from their email with the card number, expiration date and my name, validating that the card belongs to me.
the casino the only thing that answers me is that it has to be in PDF format.
and I have explained to him a thousand times that the virtual card support does not issue in PDF format, the casino does not intend to understand that
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1 year ago
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I provided KYC with a bank statement of the statement of my main account in PDF format, with which I sent the money to my virtual wallet, which is independent, and you can see the two deposits to my wallet and next to it you can see the number of my identity document and the name of the wallet.
still don't understand anything!!!
I have told him a thousand times that if the support of the virtual wallet had provided me with an extract of the last transitions, without any problem I would have sent it to him!!!
then the virtual card app, I took a screenshot of the transactions and sent it to you!!!
Also screenshot of the numbers and expiration date and my virtual card name!!!
nothing is worth it!!!
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1 year ago
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Here I leave the proofs
First test: from the billet virtual wallet, validating that the card is mine with my name and expiration date (not in PDF format because they don't issue it that way)
second test: bank account statement with which I transferred money to the billet virtual wallet, where you can see and confirm that you see two deposits that say BILLET and next to my identity document! There it is more than clear that this virtual wallet is mine (in PDF format because in this case the bank does issue PDF format)
So I very kindly ask you to be transparent and sincere as I am too!!
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1 year ago
Hello Yeesi,
Thank you for the additional information. We will await a response from the casino and proceed accordingly.
Kind regards,
Adam
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1 year ago
Dear Yeesi,
There has been no response from the casino so far. I will attempt to contact them again.
In the meantime, please let me know if there are any developments.
We would like to ask MyStake Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
Kind regards,
Adam
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1 year ago
Hello,
As we have checked, the user was asked for some documents. As soon as we get these documents we will try our best to finish the process.
Our KYC department will notify the user once again about the documents via email.
Best regards,
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1 year ago
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I can't find any answer here that can help me move on and solve my problem, the problem is that the card is virtual!
therefore, what should I do or what document do I provide to solve the problem?
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1 year ago
Dear Yeesi,
The casino stated that they would notify you about the required documents via e-mail, have you received any further information?
Kind regards,
Adam
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1 year ago
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Hello yes, they have notified me and just today I sent you the documents that you requested! I am waiting for my email to be answered
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1 year ago
Dear Yeesi,
Have there been any developments? Please provide us with an update on the situation.
Kind regards,
Adam
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1 year ago
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Here is the last email I sent you yesterday! At 10:30 AM for KYC, that was the last document that they asked me for, an account statement with the last transactions of my virtual card, so I already sent it to KYC, almost 24 hours have gone by and they still haven't responded!
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1 year ago
Thank you for the update, Yeesi.
We will allow the casino more time to reply, please let us know if you receive a response in the meantime.
Kind regards,
Adam
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1 year ago
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Those documents I received should not be public! confidential please
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1 year ago
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Those documents that I uploaded should not be public
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1 year ago
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Those documents that you upload must be confidential attached
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1 year ago
Hello Yeesi,
The documents have been set as "sensitive", and cannot be seen publicly.
Kind regards,
Adam
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1 year ago
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It is incredible how this KYC document cannot be seen as legitimate for my verification😂😂 the relaxation they have with me hurts a lot!!!! It hurts a lot!!!
they asked me for a statement of the virtual card with the last transactions! And I requested it and they sent it to me!!!! I sent it to them and look what they tell me
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1 year ago
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But I have answered because they have not uploaded my answer
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1 year ago
Hello Yeesi,
Please understand that the document you have supplied is in the wrong format. It will likely not be accepted as it is in a spreadsheet file format. It is highly unusual for a bank or payment provider to supply such information in this way. Normally, a bank will supply requested documents in pdf format as it is much more secure.
I recommend that you request the document again in the correct format, as it is standard practice and the bank or payment provider should not have any problem providing this to you.
Kind regards,
Adam
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1 year ago
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Hello that's right! I have requested the pdf format and they just sent it to me! So KYC is totally denied with me! I think they are wrong because of the Spanish language
Here I show you the clarity and originality that the document sent me!
and here is the answer from KYC!! very very unpleasant
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1 year ago
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I have already exhausted all the energy with KYC they do not want to solve !! This MYSTAKE casino is a scam! Please don't play anything there!!! They don't want to solve me!!!
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1 year ago
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I thought that casino guru would help me in a much more professional way but from what I see, they seem to be the second voice of the casinos! I have not advanced at all here I have only lost time and time! And money! I don't believe in anyone I'm very very upset with everyone!
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1 year ago
Dear Yeesi,
According to the response from the casino, the pdf document you have provided does not show the relevant deposits made to the casino.
Are you stating that the deposits you have made to the casino are in fact shown in the document? If so, can you please clarify which transactions they are?
I understand that this is taking some time to resolve, but KYC is a thorough process and all information must be checked and verified.
Kind regards,
Adam
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1 year ago
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In my previous response that I sent, it shows where THE BILLET COMPANY OF MY VIRTUAL CARD provides me with the document with all the transactions I made with the card for 3 months here!
in that pdf that I sent you, it shows 2 transactions to the casino, with the link
THENEWWORLDREQUEST.COM NICOSIA
It's clearly there, so those two transactions went straight to the casino!
When I pay with a visa, he sends me to that link to put my card number and my data! It was successful, and the amounts appeared quickly at the casino! So there are clear transactions!
then KYC ANSWERED THIS, looking for all the excuses not to resolve my case!!!
MYSTAKE and KYC, IS TOTALLY A SCAM, putting difficult situations for those who want to withdraw more than 1,000 dollars forward
I already have 1 month and 15 days sending him all his requirements and still pretests and pretest!!!!! WHAT A GREAT SCAM!!
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1 year ago
Hello Yeesi,
Thank you for clarifying the information.
Dear MyStake Casino,
Can you please explain exactly what further information is required from the player to complete the verification?
Why are the supplied documents insufficient?
Kind regards,
Adam
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1 year ago
Hello Adam,
The user has successfully completed credit/debit card verification. He can make a withdrawal without issue.
Yeesi, we are sorry that you had to wait longer. Our KYC team needed to check every detail to ensure the PDF document you provided was valid.
Best regards,
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1 year ago
Hello MyStake Casino,
Thank you very much for the update.
Dear Yeesi,
Please let us know when you have made your withdrawal and received your payment.
Kind regards,
Adam
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1 year ago
Translation
Regards! After almost 2 months, the MYSTAKE casino asked me for the same document and many more, to delay my withdrawal, I was finally able to withdraw it! And if it came to me!
as also, I have a personal opinion about casino GURU, which they complain about, but in my point of view, I only see them as spokespersons for the casinos and message brokers! IT IS MY OPINION!
I do not see at all that the casinos are afraid of you, as "Judges" they only see you as spokespersons for the player! And constant message repeaters, and very long duration to give an answer to the player!
STRESS
LOSS OF MONEY
FATIGUE
HEADACHES
WASTE OF TIME
DISTRUST
but I was able to solve everything and withdraw my earnings!!! Almost 2 months is that anyone relaxes the player through the internet! Staff everything is different!
ANYWAY THANK YOU CASINO GURU & MYSTAKE
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1 year ago
Hello Yeesi,
Thank you for your comments, I am sorry to hear about your frustrations with our efforts. However, I am glad to hear that your issue has been resolved and you have received your payment.
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,
Adam
