Hello, I've been having a problem with this casino for quite some time. Around April of this year, I made a deposit and won 500€. I verified my account and did everything they asked, but one day the website suddenly showed that my account was no longer verified, and I couldn’t do anything. As a result, I could not withdraw my money. I sent an email to their contact email: [email protected] but they stopped responding. I had given up, but I stumbled upon your website and I believe you could help me. I would greatly appreciate it.

Best regards,

Hola Buenas, tengo un problema desde hace mucho tiempo con este casino, haya por Abril de este a?o hice un deposito y con el gane 500€, verifique mi cuenta y todo lo que me pedían, pero de un dia a otro me ponia en la web que la cuenta ya no estaba verificada y no me dejaba hacer nada y por lo tanto no podia retirar dinero, les mande un correo a su email de contacto: [email protected] y me dejaron de contestar, lo di por perdido pero me he visto vuestra web y creo que me podias ayudar, os lo agradeceria mucho.

Un saludo

Dear papanega23,

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 can complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Hello Patronela

First of all, thank you for spending your time on my problem.

No, they have not told me what the problem is, they told me in the chat service to send some photos of my debit card or ID and I did it and in principle everything was fine but one day it came out that it was unverified and they did not I didn't let them send anything and they didn't answer by email.

Hola Patronela

Antes de todo, gracias por dedicar tu tiempo a mi problema.

No, no me han indicado cual es el problema, me indicaron en el servicio por chat que enviara unas fotos de mi tarjeta de debito o id y lo hice y en principio estaba todo bien pero un día me salía que estaba sin verificar y no me dejaba mandar nada y por correo no contestaban

Thank you very much, papanega23, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi papanega23,

I've reviewed your case and am sorry that you came across such a problem with the suspension of your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear MyStake Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Could you please specify what is the current status of the player's account, and why it was unverified despite the player providing the documents?

If you have any supporting evidence relevant to the case, please send it to my email address [email protected].

Looking forward to hearing from you!

Best regards,

Natalia

Hello @papanega23,

After looking into your document and thoroughly going over it, we allowed you to take money out of your account. You can now request a withdrawal without facing any difficulties.

Kind regards,

Mystake team

Hello MyStake Casino

Thank you very much for your help and attention to my case, I appreciate it, but I am still having problems.

I have gone to withdraw money by SEPA (Bank Transfer) and I get a message that to use this method I have to verify my account, something strange because at the time I already sent all the documentation and I remember that I had the account fully verified, but I I went to the verifications section and apparently the verification that is missing is the identity proof, even though I had already verified it a long time ago, but when I go to send the documentation I get this message "Unfortunately we were not able to verify your identity" , I attach an image.

I hope you can help me.

All the best.

Hola MyStake Casino

Muchas gracias por su ayuda y atención a mi caso, lo agradezco, pero sigo teniendo problemas.

He ido a retirar dinero por SEPA (Transferencia bancaria) y me sale un mensaje de que para utilizar este método tengo que verificar mi cuenta, algo raro porque en su momento ya mande toda la documentación y recuerdo que tenia la cuenta verificada totalmente, pero he ido al apartado de verificaciones y al parecer la verificación que falta es la de la prueba de identidad, a pesar de que ya la había verificado hace tiempo, pero al ir a mandar la documentación me aparece este mensaje "Lamentablemente no pudimos verificar su identidad", os adjunto imagen.

Espero que me podáis ayudar.

Un saludo.

Thank you for the updates, papanega23.

Dear MyStake Casino, would you please check the withdrawal options for the player, if there's any kind of technical glitch?

The user can request the withdrawal without an obstacle.

Hello MyStake and Natalia

I have gone again to withdraw the money and I get the same thing as before, that I have to verify my ID, despite having verified it a long time ago, I am attaching an image, you can also see that above the message some green ticks appear as if the verification would have been completed

All the best

Hola MyStake y Natalia

He ido de nuevo a retirar el dinero y me sale lo mismo de antes, que tengo que verificar mi ID, a pesar de haberlo verificado hace tiempo, os adjunto imagen, además podéis comprobar que arriba del mensaje aparecen unos ticks verdes como si la verificación hubiera sido completada

Un saludo

Dear papanega23, have there been any updates? Have you managed to withdraw without uploading your documents again or you submitted the requested files? Or it's still the same problem?

Hello Natalia

Everything remains the same as the last message I posted here, I keep getting the same error and it still won't let me withdraw the money, and I can't send the files because I already sent them, but even though at first they were verified correctly, As I mentioned in the previous message, I get an error

All the best

Hola Natalia

Sigue todo igual que el ultimo mensaje que publique aqui, me sigue saliendo el mismo error y me sigue sin dejar retirar el dinero, y los archivos no puedo enviarlos porque ya los envíe, pero a pesar de que en un principio se me verifico correctamente, como os comente en el anterior mensaje, me aparece un error

Un saludo

Thank you, papanega23.

Dear MyStake Casino, I'd like to ask you to check the player's issue again. The player shared the screenshot where it's visible they cannot request a withdrawal, instead the player is asked to upload verification documents again, despite your previous statement that they were reviewed and the player could withdraw without an obstacle. Based on the papanega23's message, there are still some obstacles and they need your assistance.

Regards,

Natalia

Hello @papanega23,

We have fixed that issue and now you can withdraw your balance without an obstruction. Please consider that you should request it via bank, don't use another payment method.

Kind regards,

Mystake

Thank you, MyStake Casino.

Dear papanega23, would you please check if you're able to request a withdrawal via bank transfer now?

Hello Natalia and MyStake

As MyStake said, they already fixed it, my account is now fully verified, I already requested the withdrawal of the €500 by bank transfer, which is currently being processed, if the withdrawal is completed or there is any problem I will tell you

Thank you both for your help

All the best

Hola Natalia y MyStake

Como dijo MyStake, ya lo arreglaron, mi cuenta ya aparece verificada totalmente, ya solicite el retiro de los 500€ por transferencia bancaria, que actualmente se esta procesando, si se completa el retiro o hay algún problema os lo comentare

Gracias a ambos por su ayuda

Un saludo

That's a great news, papanega23. I will keep your complaint open until you confirm receiving your winnings. Hopefully, it won't take a long time. Please, keep us informed.

Hello Natalia, finally after 8 months I have managed to withdraw the money, they have already deposited it.

When there was a problem with the account, I considered the money lost, something that bothered me a lot, but I remembered your website recently and told you about the problem to see if you could help me, and you did, I really appreciate your effort. and work that you have done to help me with my problem, in addition to the time invested, you have handled it in a good way and you have managed it very well, I really thank you for helping me.

I also wanted to thank the MyStake representative for his availability and attention to my problem, thank you for cooperating and helping me.

I already have the money in my account, you can close the case Natalia.

Thank you very much and greetings

Hola Natalia, por fin después de 8 meses he conseguido retirar el dinero, ya me lo han ingresado.

Cuando tuvo el problema en la cuenta lo di por perdido el dinero, algo que me molesto mucho, pero me acorde de vuestra web hace poco y os comente el problema para ver si me podíais ayudar, y así ha sido, te agradezco mucho el esfuerzo y trabajo que has realizado para ayudarme en mi problema, además del tiempo invertido, lo has llevado de buena manera y lo has gestionado muy bien, de verdad que te doy la gracias por ayudarme.

También quería agradecer al representante de MyStake por su disponibilidad y atención a mi problema, gracias por cooperar y ayudarme.

Ya tengo el dinero en mi cuenta, puedes cerrar el caso Natalia.

Muchas gracias y un saludo

Dear papanega23,

I'm glad to hear that you finally got your winnings and the issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

www.kpvfaw.com