MyStake Casino - Hráč se snaží ověřit svou platební metodu.

I am trying to withdraw this money from my account but they reject the transaction all the time, when I talk to the customer service they ask me to verify some cards that I use to make the deposits, the cards are virtual disposable cards that allow me to create my bank to be able to carry out transactions on the internet, I have already sent them proof that the cards belong to me and that they are linked to 2 other 2 real cards and even so they keep asking me for a photo or a bank statement, I cannot give either of the two since they are virtual cards that no longer exist.

I don't know who to talk to since I've tried several customer service agents and I can't solve the problem.

It all sounds very suspicious to me.

Estoy intentando retirar este dinero de mi cuenta pero me rechazan la transaccion todo el rato, cuando hablo con el servicio de atencion me piden que tengo que verificar unas tarjetyas que utilice para realizar los depositos, las tarjetas son tarjetas desechables virtuales que me permite crear mi banco para poder realizar transacciones en internet, ya les he enviado pruebas de que las tarjetas me pertecen y que estan vinculadas a 2 otras 2 tarjetas reales y aun asi siguen pidiendome una foto o un bank statement, no puedo dar ninguna de las dos ya que son tarjetas virtuales que no existen ya.

No sé con quien hablar ya que lo he intentado con varios agentes de servicio de atencion y no logro solucionar el problema.

Me resulta muy sospechoso todo en verdad.

Dear Frank,

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 providing the proof of a virtual card seems to be the only obstacle standing between you and your winnings? Have you provided any other documents to verify your identity?

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 Frank,

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.

The least they are is a serious casino, if they were these things would not happen, it is very easy and it does not cost anything to notify the user before making any deposit but of course this would not be beneficial for you. Frankly, they have a good product, but these deceptive tactics that only seek to delay payment periods so that the user is tempted to continue playing are truly unfortunate, in my case I'm tired of it. You can close the complaint, I don't want anything to do with you.

Lo menos que son es un casino serio, si lo fueran estas cosas no ocurrirían, es muy fácil y no cuesta nada avisar al usuario antes de realizar cualquier depósito pero claro esto no sería beneficioso para ustedes. Francamente tienen un buen producto pero estas tácticas engañosas que solo buscan retrasar los periodos de pago para que el usuario se vea tentado y siga jugando son verdaderamente lamentables, en mi caso ya me cansé. Puede cerrar la queja, no quiero tener nada que ver con ustedes.

I understand your point of view and I will now close this complaint as per your request. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.