Hello.

I recently created an account on the Mystake online casino site. So I deposited money, which I then used to bet on various games. I therefore decide to make a withdrawal request, then a few hours later, by logging into my account, I realize that the transfer has been rejected, with the impossibility also of withdrawing or depositing money. I also receive an email asking me to carry out a bank check, by sending both sides, the credit card used. I send the requested documents, then a few days pass, and still no news. So I decide to restart them several times, to finally get a response from them telling me that the verification was successful. So I put back the amount I wanted to withdraw, then decided to make a second withdrawal. And a few hours later, the request was rejected again, and this time I was asked to take a selfie video, with my ID and credit cards, holding a piece of paper with the name of the site marked on it, the date. It also requires "verbal pronunciation" of the information written on the paper. I have already carried out this verification when opening my account, to verify it. I also send my double-sided credit cards. It is totally abuse. So I want to get my money back and then close my account.

Thanks for reading me.

Dear Kenza2630,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Have you accumulated your winnings with or without an active bonus? Could you please forward me the confirmation regarding successful KYC?

Additionally, please, forward any relevant communication between you and the casino to [email protected]. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hey Kristina,

Thank you for taking the time to read me, and take charge of my case.

I did not use any bonus, I only played with the money I deposited. My account is fully verified.

Thanks.

Thank you very much Kenza2630 for your reply. I will now transfer your complaint to my colleague Branislav ([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 soon.

Thanks very much Kristina for your assistance !

Hello, Kenza2630,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite MyStake Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear MyStake Casino Team,

Could you please state the reason why the player's account was not verified? What documents/data are problematic? What steps does the player need to take to successfully verify their account?

Thank you in advance for providing the information.

Hello,

I understand the players' frustration, however, please consider that we require a KYC procedure to reduce the risk of identity theft, money laundering, financial fraud, and the financing of criminal organizations. This process is taken very seriously.

It is necessary to ensure that he/she is the legitimate person to whom we transfer money.

Video or credit cards verification is also part of this process.

The player provided all the credit cards she used in our casino. However, video verification has not been completed yet. Our department gave detailed instructions about that by email: ''Please send us a video, that will be taken in a selfie mode (meaning it will be recorded with a front camera and you will have to hold it in your hand). While recording it, please hold your identity document and paper (with your full name, username, the name of our website, and today’s date written on it) and verbally pronounce the information that will be written on the paper. Make sure the credit cards are visible in the video as well. ''

Once the verification process ends, she will be able to withdraw funds without issues.

Greetings all,

Thank you very much, MyStake Team, for your reply and explanation.

Dear Kenza2630,

The instructions are clear, as we see above. Did you already complete the video verification part? Is there any progress on your issue, please?

The verification process is very important for every casino in the industry and I really recommend you to follow the casino's instructions to pass it. It should not be a problem to make such a video of adequate quality.

Please let us know about any updates once you did the recommended.

We are looking forward to hearing from you.

Dear Kenza2630,

Did you provide the casino with the required video? Is there any progress on your issue, please?

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, MyStake Casino Team, for providing information and cooperation.

Best regards,

Branislav, www.kpvfaw.com