MyStake Casino - Hráč se snaží dokončit ověření účtu.

Hi I made a deposit via Apple Pay which is linked to my card that I sent and verified but when I proceed with the withdrawal I am refused and I receive an email saying that before proceeding with the withdrawal I must send photos of a card with a number that is not mine, how do I do it? Please help me

Salve ho effettuato un deposito tramite Apple Pay che e collegato alla mia carta che ho inviato e verificato ma quando procedo con il prelievo mi viene rifiutato e mi arriva una mail che dice che prima di procedere con il prelievo devo inviare le foto di una carta con un numero che non è la mia, come faccio? Aiutatemi per favore

Dear lucaverdinocapri,

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 payment method seems to be the only obstacle standing between you and your winnings? Has the casino approved the rest of your documents?

Have you tried to explain the situation to the casino?

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

Dear lucaverdinocapri,

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, we’re forced to close 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.