MyStake Casino - Der Spieler hat Mühe, sein Konto zu verifizieren.

Hi, my situation is as follows. After winning €7,900, the casino asked me to verify my card to make the withdrawal, which I did without any problems. Later they asked me to verify a second card, which was my old credit card, after many attempts they accepted it. They later asked me to verify another card, which I have no idea what card it is, I've never used it and it doesn't belong to me. So I write to the assistance asking for explanations and they tell me that this card has been used on their site. I went to look at the transactions on the site and there is no trace of this card that they are talking about. So I asked if they could tell me when I used it and they reply telling me that they don't have access to this information. Looks like they're making up some bullshit. Help me

Salve, la mia situazione é la seguente. Dopo aver vinto 7900€ il casinò per fare il prelievo mi ha chiesto la verifica della carta, cosa che ho fatto tranquillamente. In seguito mi hanno richiesto la verifica di una seconda carta, che era la mia carta di credito vecchia, dopo molti tentativi me la hanno accettata. In seguito mi hanno chiesto la verifica di un altra carta, che non ho idea di che carta sia, non l’ho mai utilizzata e non mi appartiene. Allora scrivo all assistenza chiedendo spiegazioni e mi dicono che questa carta é stata utilizzata sul loro sito. Io sono andato a guardare le transazioni sul sito e non c’è traccia di questa carta del quale loro parlano. Allora ho chiesto se potessero dirmi quando l’avevo utilizzata e mi rispondono dicendomi che non hanno accesso a questa informazione. Mi sembra si stiano inventando un po’ di cavolate. Aiutatemi

Hello cabiocj,

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?

Did you ever deposit into any other casino within this casino group?

Looking forward to your answer.

Regards,

Nick

I requested the first withdrawal on December 6th and all the problems with verification started from there. The first check was on the card I currently use, which ends in *1596. Later I was asked to verify another card, my old one, ending with *4805. Currently they have asked me to verify a card like this 516877XXXXXX04, which I don't know what card it is. All documents approved, id card, residence certificate, email and the first two cards, only this third card is missing. I last spoke to the casino yesterday to resolve this issue, but they are no help at all. I have always deposited and withdrawn without problems on betfair, only here they have problems

Ho richiesto il primo prelievo il 6 dicembre e da lì sono iniziati tutti i problemi con la verifica. La prima verifica é stata sulla carta che uso attualmente, che termina con *1596. In seguito mi é stata richiesta la verifica di un altra carta, la mia vecchia, che termina con *4805. Attualmente mi hanno richiesto la verifica di una carta così 516877XXXXXX04, che non so che carta sia. Tutti i documenti sono stati approvati, carta id, certificato di residenza, email e le prima due carte, manca solo questa terza carta. L’ultima volta che ho parlato con il casinò é stato ieri per risolvere questo problema, ma non sono per niente d’aiuto. Ho depositato e prelevato sempre senza problemi su betfair, solo qua fanno problemi

Hello cabiocj,

So the 3rd card is not owned by you or anyone you know? Did you ever use someone else's payment method to deposit in this casino or any sister casino?

No, I repeat, the card is neither mine nor that of anyone I know. I also haven't uploaded other above cards to other sites

No, ripeto, la carta non è ne mia ne di qualcuno che conosco. Inoltre non ho caricato altre carte sopracitate su altri siti

Thank you cabiocj for all the information provided. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello cabiocj,

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 further information regarding the card in question? How has it been connected to the player?

Kind regards,

Adam

Hello ,

Our KYC department sent the user instructions, which will help him to verify what we asked. Hope it will be successful this time.

Best regards,

Thank you for the update, MyStake Casino.

Dear cabiocj,

Can you please confirm you have received the instructions?

Kind regards,

Adam

Yes, I received the instructions, they ask for the Apple Pay number, and it corresponds to the one I have, only that Apple only shows the last 4 digits of this number. I hope they accept me, even if they should

Si ho ricevuto le istruzioni, chiedono il numero di Apple Pay, e corrisponde a quello che io, solamente che Apple fa vedere solamente le ultime 4 cifre di questo numero. Spero me lo accettino, anche se dovrebbero farlo

Hello cabiocj,

Thank you for the update, we will await further information from the casino regarding the verification.

Kind regards,

Adam

Hello,

As we have checked, the user has already made the withdrawal.

Best regards,

Thank you for the update, MyStake Casino.

Dear cabiocj,

Can you please confirm that you have received the payment and the matter is now resolved?

Kind regards,

Adam

Yes the issue is resolved, thank you all

Si la questione é risolta, grazie a tutti

Dear cabiocj,

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,

Casino.Guru