MyStake Casino - Hráč si nemůže vybrat své výhry.

hello, yesterday playing on the MyStake Casino site, I won an amount equal to € 800, I put my iban, and this morning at 05:46 I receive an email from MyStake Casino, informing me that they have refused my withdrawal request asking me 2 photos of my credit cards, I have made their request and I have sent them, now I can not understand the problem. Iban is correct I checked again more than 10 times, exactly 10 days ago I withdrew € 100 and it was successful, this time I don't understand why what is the problem? my account is all verified I also put my mobile number and also verified email, the only two cards I used to make deposits on the MyStake Casino site are the only cards I have in my name. Thank you, I look forward to hearing from you 🙏🏻

buongiorno, ieri giocando sul sito MyStake Casino, ho vinto un importo pari a 800€, ho messo il mio iban, e stamattina alle 05:46 ricevo un email da parte di MyStake Casino, dove mi informavano che hanno rifiutato la mia richiesta di prelievo chiedendomi 2 foto delle mie carte di credito, io ho eseguito la loro richiesta e le ho mandate, ora non riesco a capire il problema. Iban è corretto ho rincontrollato più di 10 volte, esattamente 10 giorni fa ho prelevato 100€ ed è andato a buon fine, questa volta non capisco il motivo qual è il problema? il mio account è tutto verificato ho messo anche numero di cellulare e anche email verificata, le uniche due carte che ho utilizzato per fare i versamenti sul sito MyStake Casino, sono le uniche carte che io possiedo a me intestate. Grazie aspetto un vostro riscontro 🙏🏻

Hello gabmilano,

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 is your account verified? Was your credit card also verified in the past? Did you use any kind of bonus to accumulate your winnings?

Please note that it is sometimes common that the casino requests additional checks in case of higher winnings.

Looking forward to your answer.

Regards,

Nick

I have not used any kind of bonus, always and only reloaded my money

non ho utilizzato nessun tipo di bonus, sempre e solo ricaricato miei soldi

Hello gabmilano,

Thank you for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

thank you very much Nick, this morning I want to update you, after the long email I sent to Mystake Casino, they replied and told me that they will double check and let me know, this answer does not convince me so much, because the problem is that it is not my card and I have never transacted with that card ...

grazie molte Nick, sta mattina voglio aggiornarti, dopo la lunga email che ho inviato a Mystake Casinò, mi hanno risposto e mi hanno detto che ricontrolleranno meglio e mi faranno sapere, a me non convince tanto questa loro risposta, perché il problema è che quella non è la mia carta e io non ho mai fatto transazioni con quella carta…

Hi gabmilano,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite MyStake Casino to the conversation to participate in the resolution of this complaint.

perfect thanks peter!

perfetto grazie peter !

They keep making up that that card is my property, it's not fair for them to do that, peter, I'm sending you screenshots of what they ask for

Continuano ad inventarsi che quella carta è di mia proprietà, non è giusto fare così da parte loro, peter , ti mando gli screen di quello che chiedono

peter, sorry, i'm trying to send you the screenshots but she won't let me send them on your site, i'll try again

peter, scusami , sto cercando di mandarti gli screen ma non me li fa mandare sul vostro sito, riprovo di nuovo

sorry peter, I sent the screenshots to your email complaints@casino.guru because here he doesn't let me send them.

scusami peter, ho mandato gli screen sulla vostra email complaints@casino.guru perché qua non me li fa mandare.

Hello Casino Guru Team

We have checked the User and everything looks great, user will get the withdraw in max. 3 working days

thanks for helping our users

MyStake Team

Hi all,

Thank you for your replies.

Dear gabmilano,

Can you confirm that the verification was successful? Please let me know when you receive your winnings.

Dear gabmilano,

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

hello peter, they solved everything, as shown by my tests, the card they were asking for verification was not mine! I got the money. thank you for helping me !!

ciao peter, hanno risolto tutto, come dimostrato dalle mie prove, la carta di cui chiedevano la verifica non era la mia! ho ricevuto i soldi. ti ringrazio per avermi aiutato!!

Hi gabmilano,

Thank you for the update. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter