My account was fully verified and had made 1 withdrawal via bank transfer which went into my bank next day.Two day later I tryed to with draw via sepra and bank transfer and was refused withdrawal..I got an email from kyc saying they wanted my card details to stool paying out .In the mean time I lost all my winnings of ￡75.00.strange that?????

Dear Trev,

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 take KYC lightly and might request it for all payment methods used in the casino.

• Do I understand you attempted to use a new payment method when withdrawing your winnings?
• Could you please specify if there is any withdrawable balance in your casino 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,

Tomas

Well if there was going to be issues withdrawing then they should have given me notice not just making it difficult to withdraw and telling me 24 hours later that they needed my card details.Tgey had all my other details, password,photo, driving license bank statement.and proof of address,seems funny that the first time the I try to mak a second withdrawal in 2 days gets declined.It so obvious that these online casinos stoot paying out using vertifcation as a accuse so the play gambles his funds and they can track systems player uses on roulette to bet the player every time .someone needs to put a stop to these scammers and stand up to the real issues here I have closed my account on mysteak bad

It's common practice in online casinos to deny payment if there is a need for additional verification.

• Do I understand correctly you played down your balance before you asked to close your account?

Dear Trev,

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.

Won't you going to do then,nothing I take.

If you have played down your winnings, I’m afraid there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place.

I'll wait for your reply.

Dear Trev,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.