MyStake Casino - Hráč nemůže ověřit svou kartu.

Hello, I have a problem, 3 days ago I made several deposits with my debit card, around 260-280 euros and I ended up earning 16,400 euros, the problem comes when I try to withdraw my money, they ask me to verify my cards, I I used two cards, the only ones I have and when checking they tell me that there is one more card which I do not use and I do not understand how a card could have been used which I do not know its expiration date or cvc, they provided me with the first 6 numbers and the last 2 of that card and I searched the internet for the first 6 numbers and it appears that this debit card was issued by a strange company whose origin I do not know, so I cannot verify that card and I cannot withdraw the money that I won, it seems incredible to me that it is so easy to deposit money and so difficult to withdraw it, if I was lucky I was lucky and I won, the money is mine and I want it, so I don't know what to do because I cannot verify a card that is not mine and they are putting me already ne Naughty with the subject, they are scammers, they just tell me to verify that card and they don't solve anything for me, I need help. Thank you

Buenas, tengo un problema, yo hace 3 días hice varios ingresos con mi tarjeta de débito, al rededor de unos 260-280 euros y acabe ganando 16400 euros, el problema viene al intentar retirar mi dinero, que me piden verificar mis tarjetas, yo use dos tarjetas, las únicas que tengo y a la hora de verificar me dicen que hay una tarjeta mas la cual yo no use y no entiendo como se puede haber usado una tarjeta la cual no conozco su fecha de caducidad ni su cvc, me proporcionaron los primeros 6 números y los últimos 2 de esa tarjeta y busqué en internet los primeros 6 números y me sale que esa tarjeta de debito la emitió una empresa extraña la cual desconozco su procedencia, entonces no puedo verificar esa tarjeta y no puedo retirar el dinero que gane, me parece increíble que sea tan fácil ingresar dinero y tan difícil sacarlo, si tuve suerte tuve suerte y gane, el dinero es mío y lo quiero, así que no se que hacer porque yo no puedo verificar una tarjeta que no es mia y me están poniendo ya nervioso con el tema, son unos estafadores, solo me dicen que verifique esa tarjeta y no me solucionan nada, necesito ayuda. Gracias

Hello Ander.mex,

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 speak to the casino and what was it about?

Can you please forward your deposit history where it is visible that you did not use the second card to deposit into the casino? Did the casino specified when or where did you use that card?

Looking forward to your answer.

Regards,

Nick

Yes, there is still a pending payment to my card, they will pass it to me today so when I have all I will send you the information.

For the other questions that you have asked me, they asked me for verification based on 3 cards, two of them are mine and I have already verified them, but there is a third that they are asking me and it is not mine and I do not understand how they ask me to verify a card that is not mine and that I have not used.

The documents that I sent have all been approved and they are asking me for that card that I don't know whose it is.

The last time I spoke to them was yesterday about the same issue and they keep telling me the same thing, to check that card which I don't understand, they don't give me an answer other than that.

When they charge me the last payment, which will be today, I will send you my history.

The casino did not specify anything to me, they told me that they could not give me that information, they told me through the chat.

I don't know if someone is getting into my account or they have hacked it but I want that card that is not mine to disappear from there and collect my money that I earn by spending the money I earn working.

Si, aún queda pendiente que me pasen un pago a la tarjeta, me lo pasarán hoy así que cuando tenga todos te mando la información.

Por las demás preguntas que me has hecho, la verificación me la pidieron en base a 3 tarjetas, dos de ellas son mias y las tengo ya verificadas, pero hay una tercera que me están pidiendo y no es mia y no entiendo como me piden verificar una tarjeta que no es Mia y que yo no he usado.

Los documentos que mande fueron ya todos aprobados y me están pidiendo esa tarjeta que no se de quien es.

La última vez que hable con ellos fue ayer del mismo tema y me siguen diciendo lo mismo, que verifique esa tarjeta lo cual no entiendo, no me dan una respuesta mas que esa.

Cuando me carguen el último pago, que será hoy te mando mi historial.

El casino no me especifico nada, me dijeron que no me podían dar esa información, me lo dijeron por el chat.

Nose si alguien se esta metiendo en mi cuenta o me la han hackeado pero quiero que me desaparezca de ahí esa tarjeta que no es Mia y cobrar mi dinero que me lo gane gastando el dinero que gano trabajando.

I just got blocked from making withdrawals

Me acaban de bloquear la opción de hacer retiros

Thank you Ander.mex for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Ander.mex,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter. Just to double check, no one else (family or friends) has deposited to your casino account, it was only you with your own payment methods held in your name right?

We would like to invite MyStake Casino to join the conversation.

Dear MyStake Casino,

Can you please provide more information regarding the player's payment method verification issues? Can you please forward me (michal.k@casino.guru) the evidence of the payment methods and what made you think the player's account has been funded by a card that is not the player's?

Good morning, apparently the card that was requested was because when using Apple Pay the Apple system changes the card for one from the device for security reasons, they already verified everything and I am waiting for a withdrawal, I will confirm when the money arrives to me account. Thank you so much

Buenas, al parecer la tarjeta que se me pedía era porque al usar Apple Pay el sistema de Apple te cambia la tarjeta por una del dispositivo por seguridad, ya me verificaron todo y estoy esperando un retiro, les confirmaré cuando me llegue el dinero a mi cuenta. Muchas gracias

Hello Michal,

The player passed account verification and successfully withdrew 7500 EUR on 21.02 2023.

Best regards,

Thank you for the response, MyStake Casino.

Dear Ander.mex,

As per the MyStake Casino response, your verification has been done, you should already receive the first withdrawal, so I'm expecting future withdrawals to be processed without problems. Keep me updated on how it goes.

Good morning, the casino has already let me make the first withdrawal, I'm waiting for the next one, thank you very much

Buenos días, el casino ya me dejo hacer el primer retiro, estoy a la espera del siguiente, muchas gracias

Dear Ander.mex,

Keep me updated on how it goes or even better let me know when you successfully receive all your withdrawals.

Dear Ander.mex,

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.

Thank you very much, I have already received all my withdrawals, you can close the case

Muchas gracias, he recibido ya todos mis retiros, puede cerrar el caso

Great news, Ander.mex. I'm glad to hear that you successfully received all your winnings. 

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal