MyStake Casino - Hráč se potýká s ověřením účtu.

Hello,

I played the sports welcome bonus at Mystake.com and was limited to 5 combos while playing through the bonus. I kept playing until I finally met the wagering requirements.

Then I wanted to pay out. A verification hassle began, with all paperwork sent by me. It finally ended up with me receiving a Whats App call (for verification) according to MyStake. But that call never came.

After this call never came, I contacted support via email and live chat several times over a period of months, whereby the live chat put me off and I never received an answer via email.

Last but not least, the case was even classified as a priority, but absolutely nothing has happened.

I've been trying to get my money since December 2022, but unfortunately I've been unsuccessful so far.

Here is a small excerpt from one of the unsuccessful emails. If you need further chat histories or anything else, please contact me.

I am asking you for help.

LG Christina ****

Hallo,

ich habe bei Mystake.com den Sport Willkommensbonus gespielt und wurde während des Durchspielen des Bonus auf 5er Kombis limitiert. Ich spielte dennoch weiter bis ich dann endlich die Umsatzbedingungen erfüllt habe.

Daraufhin wollte ich dann auch auszahlen. Es begann eine Verifizierungsschikane, wobei alle Unterlagen von mir gesendet wurden. Es endete schließlich damit, dass ich lt. MyStake einen Whats App Anruf erhalten sollte (zur Verifizierung). Dieser Anruf kam aber nie.

Nachdem dieser Anruf nie kam, habe ich mehrmals über Monate den Support per Mail und Live-Chat kontaktiert, wobei ich beim Live-Chat vertröstet worden bin und per Mail nie eine Antwort erhalten habe.

Zu guter Letzt wurde der Fall sogar als Priority eingestuft, getan hat sich aber absolut nichts.

Ich versuche nun mittlerweile seit Dezember 2022 an mein Geld zu kommen, war aber leider bis jetzt erfolglos.

Anbei ein kleiner Auszug aus einer der erfolglosen Mails. Falls Ihr noch weitere Chatverläufe oder Sonstiges benötigt, kontaktiert mich gerne.

Ich bitte euch um Hilfe.

LG Christina ****

Dear kristinakoffu,

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. None of the serious and licensed casinos takes KYC lightly.

Could you please advise if your previously submitted documents were approved and when? Do I understand correctly the issue seems to be to arrange a next verification call?

Please forward any communication (chat transcripts, emails) to my email address at tomas@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,

Tomas

Hello,

Thanks for the answer.

Yes, as far as I know, I am fully verified and the documents have also been successfully checked.

I don't remember exactly when that was, but all in all it's been 5 months now.

Exactly, I'm being contacted by Mystake and apparently it's supposed to be via whatsapp, as I've been asked to give my number several times.

I will forward the chat histories and emails to the email address mentioned above.

Thanks for the help!

Best regards

Christine ****

Hallo,

danke für die Antwort.

Ja soweit ich weiß bin ich vollständig verifiziert und die Dokumente wurden auch erfolgreich überprüft.

Wann genau das war weiß ich jetzt genau nicht mehr aber alles zusammen ist nun es nun schon 5Monate her.

Genau, ich werde von Mystake kontaktiert und das soll anscheinend über whatsapp passieren, da ich mehrmals gefragt wurde meine Nummer anzugeben.

Die Chatverläufe und Mails sende ich an die oben genannte Mail weiter.

Danke für die Hilfe!

Liebe Grüße

Christina ****

Thank you very much, kristinakoffu, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello kristinakoffu,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

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

Dear MyStake Casino,

Can you please provide information regarding the player's verification issues? Is the verification call the only obstacle preventing the player from receiving their winnings? If this information can't be shared publicly, please forward them to me at michal.k@casino.guru

Hello @kristinakoffu,

The Mystake support team will contact you today by Whatsapp.

Kind regards,

Mystake

According to the latest information, the user is able to withdraw the winnings. So feel free to make the withdrawal request.

Kind regards,

Mystake team

Dear Mystake Team,

First of all thanks for the call.

Unfortunately, it is not true that the payout is possible. The payout option is still grayed out. So it is still not possible for me to make a payment as you just described above - see photo.

Please activate the option!

Best regards

Liebes Mystake Team,

Danke zunächst für den Anruf.

Leider stimmt es nicht,dass die Auszahlung möglich ist. Es ist noch immer die Auszahlungsoption in grau hinterlegt. Also ist es mir noch immer nicht möglich eine Auszahlung zu tätigen wie eben von Ihnen oben beschrieben-siehe Foto.

Bitte um Freischaltung der Option!

Mit freundlichen Grüßen

Thank you for the update, kristinakoffu.

Dear Mystake Team,

Can you please explain why is the withdrawal option in the player's account still not available?

Dear Casino Guru Team,

I don't want to thank you, I could finally withdraw the money from my Mystake account and it has already arrived🙂

I'm really happy about it, because without your help it wouldn't have been possible!

Thanks very much!

Best regards

Christina

Liebes Casino Guru Team,

ich möchte nich bei euch bedanken, ich könnte nun endlich das Geld von meinem Mystake Konto abheben und es ist auch schon angekommen🙂

ich freue mich wirklich sehr darüber, denn ohne eure Hilfe wäre das ganze nicht möglich gewesen!

Vielen Dank!

Liebe Grüße

Christina

Great news, kristinakoffu. I'm glad to hear that you successfully received 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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru