Hi

I haven't played here since 2021, so I logged in, deposited with a new card, withdrew after uploading new card pics etc, bearing I mind I have withdrawn before, my withdrawal keeps getting cancelled because I haven't got the card details of a card I used in 2021. They are not too helpful either.

Hello Cranders79,

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 exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Did you try to contact your card provider if they could confirm the ownership of the old card you used?

Looking forward to your answer.

Regards,

Nick

Hi

I withdrew yesterday but they keep putting the money back in my account. I sent the documents required a long time ago and my account had been verified. But the other day I used a new card, that card photo has been uploaded and verified but they are saying I need to upload pictures of an old card I used before, a card I haven't got anymore.

The casino told me to send a bank statement, which I have but the card details are not in there as it is a debit card.i spoke to them today to no avail

They have even told me they can't say if I have even used that card and when I have

Is it possible for you to request your bank to give you a document which would prove that the old card belonged to you as a proof that it no longer exists?

Dear Cranders79,

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.

The bank said they cannot

I did get the withdrawal a couple of days after I made this complaint. I thought the issue with card had been resolved. So I deposited again with card that I had verified, but for them again to cancel my withdrawal for the card that I no longer have even though they let me withdrawal 2 weeks ago

What did they claim to be the issue this time?

Thank you Cranders79 for all the provided information. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Cranders79

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite MyStake Casino to join the conversation.

Dear MyStake Casino

Can you please provide some information regarding the player's withdrawal? If the previous issue with the old (non-existing card) was settled, why do you still require the player to verify this? From what I understand the player used a new card that has been successfully verified by you already, so there should be no reason for not continuing with the withdrawal. Are there any other documents that you require from the player for successful verification?

I think it has finally been resolved. I received an email from someone to say I will no longer be asked for verification for that card. Then the withdrawal went through.

Although I did play again and withdrew, they rejected it once again, so I emailed and forwarded the email I received from a member of their staff, withdrew it again and it went through okay.

Thanks for your help.

Dear Cranders79

Please let us know when you successfully receive the funds, we will then close this complaint as resolved

Dear Cranders79,

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.

Yeah I have received all funds now thanks.

Great news, Cranders79. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal