MyStake Casino - Hráč se snaží dokončit ověření účtu.

Hi, this is the first time I write I hope you can help me. Last week I tried to make the first withdrawal (via SEPA) on mystake, (I made the payments by credit card using Apple Pay) and they asked me to further verify the account (I had already sent the identity document) by sending an account statement, once done I proceeded by entering L iban to withdraw but it was canceled, then through the assistance chat I was told to send partial credit card data (show the first 6 and last 4 digits, and show expiration date and owner name). Once this is done, I was told that the data do not match but this is impossible as I have not used and do not have other cards. I tried to talk to the chat again and was told that they may have made a mistake and that I would be contacted by email in 3 days. I haven't received anything yet and trying to talk to the support chat again I was told (unlike the previous time) to send me an email asking for assistance. Do you know if I did something wrong and that money is lost? (because in the meantime I have replayed them and increased the win and I would be sorry to lose them)

Ciao, è la prima volta che scrivo spero possiate aiutarmi. Settimana scorsa ho provato a fare il primo prelievo( tramite SEPA) su mystake, (ho fatto i versamenti tramite carta di credito utilizzando Apple Pay) e mi hanno chiesto di verificare ulteriormente l’account (avevo già inviato il documento d’identità ) inviando un estratto conto, una volta fatto ho proceduto inserendo L iban al prelievo ma è stato annullato, allora attraverso là chat dell assistenza mi è stato detto di inviare i dati parziali della carta di credito (mostrare le prime 6 e le ultime 4 cifre, e mostrare la data di scadenza e il nome del proprietario). Fatto anche questo mi è stato detto che i dati non corrispondono ma la cosa è impossibile poichè non ho usato e non posseggo altre carte. Ho riprovato a parlare con là chat e mi è stato detto che potevano aver fatto un errore loro è che sarei stato ricontattato via email in 3 giorni. Non ho ancora ricevuto nulla e riprovando a parlare con là chat di assistenza mi è stato detto (diversamente dalla volta precedente) di inviare io un email per chiedere assistenza. Sapete se ho sbagliato qualcosa io e quei soldi sono persi? ( perchè nel frattempo li ho rigiocato e aumentato la vincita e mi dispiacerebbe perderli)

Dear Thomas95,

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

Do I understand correctly that verifying your credit card seems to be the only obstacle standing between you and your winnings? Has the casino approved the rest of your documents?

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,

Kristina

Yes exactly, The email The identity and the address are verified, The only problem is the credit card that as I understand they see that I used it in another one, during the night they sent me an email saying that they are working on this problem. I know I have to wait but maybe you can tell me if I can rest assured as I would be sorry to lose that win

Si esattamente, L email L identità e L indirizzo sono verificati, L unica problematica è la carta di credito che da come ho capito vedono che ne ho usata in altra, nella notte mi hanno inviato un email dicendo che stanno lavorando su questa problematica. So di dover aspettare ma magari sapete dirmi se posso stare tranquillo poichè mi dispiacerebbe perdere quella vincita

Thank you very much for your reply, Thomas95. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Dear Thomas95,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.