MyStake Casino - Der Rückzug des Spielers hat sich aufgrund von Verifizierungsproblemen verzögert.

I had no issues depositing money on Mystake, but when it comes to withdrawing, they tell me I need to verify the electronic card I used to deposit a small amount of 60 euros. When I send them the bank statement and pictures from online banking, they tell me it’s not sufficient. I’ve sent all the documentation they requested, and it's quite frustrating.

he depositado sin problema en mystake, pero a la hora de retirar el dinero, me dicen que tengo que verificar una tarjeta electronica con la que hice un pequeño deposito de 60 euros. cuando les envio el estracto del banco, las fotos de la banca online, me dicen que no les sirven y les he pasado toda la documentación que me solicitan, es bastante frustrante.

Dear pourico,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• What documents did the casino ask for?
• Are there any obstacles why you cannot provide the documents the casino asked for?
• Do I understand correctly you deposited using a virtual card?
• Could you please share your communication with the casino related to the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Dear pourico,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.