MyStake Casino - Hráč narazí na problematické postupy výběru.

Hi everyone, I'm new to Mystake and the first time I made a withdrawal request, I received an email asking me to send a photo of the credit card (the same one I use to deposit), only showing the first 6 digits and the last four. I took the photo and sent it, and then received another email, similar to everyone else, asking me to send PDFs of other cards.. The only card I have is the one I use to play... Thanks to anyone who can give me an explanation or even lend a hand in resolving this issue, I need these funds as soon as possible.

Ciao a tutti sono un ragazzo nuovo su mystake e la prima volta che ho fatto una richiesta di prelievo mi a arrivato un email dove mi è stato chiesto di mandare una foto della carta di credito ( e la stessa carta che uso per depositare ) con solo le prime 6 cifre e le ultime quattro . Ho fatto la foto e lo mandata mi arrivato un’altro email come a tutti gli altri di mandare PDF di altre carte .. l’unica carta che ho è quella che uso per giocare … grazie a chi mi può dare una spiegazione o pure una mano a risolvere questo problema ho bisogno di questi soldi il più presto possibile

Dear lahoua94, 

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 and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your documents been approved by the casino?

Please forward all the relevant communication between you and the casino regarding this issue to veronika.l@casino.guru.

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, 

Veronika

Dear lahoua94,

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.