The player from Italy has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
MyStake Casino - Withdrawal of player's winnings has been delayed.
Amount: €1,300
MyStake Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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2 years ago
Translation
Good morning,
account validated correctly and confirmed by the platform, I top-up with my only two credit cards, everything seemed to go smoothly, once I won an amount of about 1500 I decide to withdraw, I am asked to authorize my cards with which I top-up, I send all the documentation proving my certification in this regard, they won't let me withdraw. They keep bouncing me saying that there is another card which lacks the documentation, I contact my bank which informs me that there is no card in my name (obviously not used to top up) I decide to re-prompt the incident by explaining and resubmitting everything , nothing. No satisfactory answer to help me resolve.
I ask for your help to solve and inform other users of these problems!
thanks Stefano
Automatic translation:
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2 years ago
Dear Elle13,
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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2 years ago
Translation
Dear Kristina,
I have correctly uploaded all the documents relating to the KYC, with all the files relating to the data and accounting of the cards used to enter money on the platform with my bank's technical support, they continue to bounce the request and bounce the emails with requests for support.
I also have other files to attach to the solicitation that I would like to forward. Kindly let me know where I can forward them.
I simply hope to solve the problem diligently.
Sincerely Stephen
Automatic translation:
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1 year ago
Translation
Yes, after much solicitation and attaching many personal files, I managed to solve this problem.
let's say that the love chat service needs to be improved and the customer service is not always satisfactory.
Thank you for your support.
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1 year ago
Dear Elle13,
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,
Kristina,
Casino.Guru
