Dear All,

I have tried all week to make a withdrawal from the mystake casino account but they ask me for more documents to validate, I sent them both by chat and by email and I still cannot get them.

Estimados,

he intentado toda la semana realizar retiro de la cuenta del casino mystake pero me piden más documentos para validar, se los envió tanto por el chat como por correo electrónico y aun no los puedo sacar.

Dear llopez,

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.

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

Since Wednesday I have been trying to make a withdrawal, I sent him the documents and they validated me, but I still cannot withdraw.

I get that I am blocked from making withdrawals and now they want me to validate my documents again even though it was already validated since I entered the platform

Desde el miércoles estoy intentando realizar retiro, le envió los documentos y me validaron, pero aún no puedo sacar.

me sale que estoy bloqueado para realizar retiros y ahora quieren nuevamente que valide mis documentos a pesar que ya fue validado desde que ingrese a la plataforma

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

Hello llopez,

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 and participate in the resolution of this complaint.

Dear MyStake Casino,

Can you please provide an update on the status of the player's verification, and advise what may be required to make a withdrawal?

Kind regards,

Adam

They proceeded to block my account for claiming that I cannot withdraw money.

Me procedieron a bloquear la cuenta por reclamar que no puedo sacar dinero.

Hello llopez,

Thank you for the update.

Dear MyStake Casino,

Can you please explain the reason for the player's account having been blocked?

Kind regards,

Adam

Hello Adam,

We'd like to clarify as to why the user account was blocked.

The player successfully completed identity and address verification. However, once we requested credit/debit card verification with video, the relevant team confirmed that the player and the person whose documents were verified are different.

At first, withdrawal was temporarily off. When it was fully proven that the user used another person's identity, we proceeded to block the user's account.

Adam, I already sent you supporting evidence via email as well. I hope it will be helpful in resolving the case.

Kind regards,

Mystake team

Thank you for the supporting evidence, MyStake Casino.

Dear llopez,

According to the evidence provided by the casino, you appear to have used someone else's ID and proof of address for verification purposes. Can you please explain this?

Kind regards,

Adam

Of course,

the account belongs to my mother, who does not have a credit card and I, being the son (in my identity document the kinship is observed) lent her to carry out the transaction.

in conversations with the casino staff they told us that there would be no problem using my card for her to play

Claro,

la cuenta es de mi mama, quien no posee tarjeta de crédito y yo al ser el hijo (en mi documento de identidad se observa el parentesco) le preste para que realice la transacción.

en las conversaciones mantenidas con el personal del casino nos indicaron que no habría problema al utilizar mi tarjeta para que ella juegue

Hello llopez,

I can see in the casino's terms and conditions that it states:

"You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account."

You said that the casino staff have told you it would be OK to use another person's card, can I ask if you have some record of this?

Kind regards,

Adam

Unfortunately, I did not take a screenshot of those conversations, I still understand the position of the casino and I accept it.

Thank you for your time and for your prompt help.

Lastimosamente no tome captura de esas conversaciones, igual entiendo la postura del casino y lo acepto.

Gracias por su tiempo y por su pronta ayuda

Dear MyStake Casino,

Could I ask if the deposit is to be returned as mentioned in the terms?

Kind regards,

Adam

Hello Adam,

Deposits will not be returned since we have confirmation that the card was used with the consent of the cardholder.

Since the player used up the balance before the account got blocked, we have nothing to pay.

Kind regards,

Thank you for the clarification MyStake Casino.

Dear llopez,

The evidence provided by the casino shows that a card belonging to a person other than the registered player has been used to make deposits. Unfortunately, we will therefore be unable to assist any further on this occasion and the complaint will now be rejected.

It can be reopened at any time. I am sorry we could not be of more help.

Kind regards,

Adam