The player from Italy submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The complaint was rejected because the player didn't respond to our messages and questions.
MyStake Casino - Withdrawal of player's winnings has been delayed.
Amount: €1,100
MyStake Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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2 years ago
Translation
I made a withdrawal request and I was asked to present documentation to verify that the cards I used for payments into the gaming account were mine, I presented and sent via e-mail as their request the 3-month account statements in which I the card was replaced due to its expiry, I sent a photo of the card I used as requested, I explained to them that I paid with Apple Pay which, as per the regulation, changes the card number and creates a new virtual one, now I ask them to be able to withdraw money from my gaming account
Automatic translation:
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2 years ago
Dear zucconisimone,
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
Translation
No I have not received the money they keep asking me to produce impossible documentation in order not to give me my money, I have done everything possible, sent anything to prove that the cards I use are in my name, but they insist that this is not the case
Automatic translation:
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1 year ago
Thank you very much for your reply, zucconisimone. Before we contact the casino, 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.
