I'm very sorry to hear about such trouble, sadly Mystake as a casino without the UK license is not part of the GAMSTOP register, hence the casino would not know that your misused credentials are in the register.
I also fear that any refund would solely be on the goodwill of the casino since the casino has not done anything wrong.
For a deeper investigation and further explanation, I can offer you to submit a complaint here on our website. Sadly, I have no other suggestions.
Hi,
First of all thank you for the support, now I'd like to share you the answer the casino sent me. (I'll paste it here)
---------‐------------------------------------------
Greetings,
Thank you for contacting us.
Please note that the only way to verify your document is via the website.
Please provide a valid proof of address. It should meet the following requirements:
it could be either a utility bill, bank/credit card statement, tax invoice, or another government-issued residential statement/certificate which is no more than 3 months old.
Please note that we don't accept screenshots, mobile phone bills, medical bills, purchase receipts, or insurance statements.
You can use your ID document as proof of address if it contains your home address information. But in this case, you will need to provide another ID document as your proof of identity. You can't use the same document to prove both your address and your identity.
Best Regards,
----------------------------------------------------
So, I've got a few questions, I have only one ID document and it shows the residence address but at the same time it is my only ID document how can I verify my residence if every government-issued residential statement I have are not in my name (I live with my parents) and also how could I l send them the documentation without taking photos? should I scan the documents? Maybe I can use the bank/credit card statement for the residence address verification? but I don't really know what it means for it.
Sorry for the messy text but I really don't want to get it wrong this time.
I look forward for your response and thank you so much for your time.
Hello,
no problem with the questions, but I'd say that next time you should ask for the verification the moment you register in the casino, to avoid problems with the withdrawal in case you win. If you can't provide any utility bills, then you may have a problem. What the casino sent to you, is truly a common practice, I'm afraid.
I guess that you have to explain the situation to the casino and reach some deal about the documents.
Furthermore, usually, only .pdf format is allowed, because cropped pictures and photos can be manipulated.
So, you have to provide official statements such as bank statements created by your bank and provided in the proper format. - at the moment, to me this one sounds like your only option.
I feel that you could use more insights about the verification to avoid future trouble, so please, consider undergoing this free course: https://casino.guru/academy/course/igaming-player-verification
Let me know what you made up with the casino, please 👍
Hola, deposité €20 en el sitio de mystake pero por error activé un bono que no quería (de ese bono había ganado €1,60), contacté a soporte diciendo que quería eliminarlo pero eliminaron tanto el bono como el depósito de 20€ que había hecho, quedando en 0€.
Well, I feel that you should try to clarify the problem with the casino. That would be the easiest way at the moment.
Feel free to paste here associated communication - preferably in English.
Will wait for an update.
hello this was the answer:
hello, unfortunately it was not explained to me that if I canceled the bonus, the money deposited would also be taken away from me. I kindly ask if you could put the €20 I deposited back into the mystake account
I'm sorry, is this the casino's reply or are you repeating the previous information?
Did you ask the casino to explain the issue, please? I feel that you unintentionally took some bonus, but also you played with it already. Am I correct?
If you know that you gained €1,60 from that bonus to me it seems that you like to cancel the bonus simply because you did not win more from it.
Though I'm just guessing. 🤔
Ask the casino for an explanation, and let me know, please.
Not sure if anyone has this problem.
I joined mystake.com a while ago and haven’t had any issues with withdrawing money. I use a debit card to deposit and the same to withdraw. (Never a credit card)
recently I have an amount of 1200 to withdraw. By using the sepabank transfer as I don’t have any crypto accounts. I did the same thing as I always do but it got rejected. I did it again and it got rejected.
I got a message from them saying saying that I need to send a verification of the "credit card" I’ve used. Again it’s not a credit card.
they also said to send a picture of the front and back of my card. They want the first 6 and last 4 digits of the card number along with the expiry date and the rest of the numbers can covered with tape.
is this normal ? To me it’s not. As previously I’ve been able to withdraw small amounts with no problems. I don’t want to send any pictures of my details even if some of it is covered.
Has anyone had this with Mystake and have they sent a picture? If it’s not been an issue before why is it now?
thanks
R
Hello,
this is normal.
Sadly, sometimes casinos fail to understand that if the card is just a virtual card meant for internet payments mainly, mostly you are not able to make a picture.
I hope this is not the case, though. If you are uncomfortable sending such a picture, don't do that, and ask the casino for a different withdrawal option - if possible.
Let me know how it goes. 🤞
¡El corredor de apuestas es un estafador! ¡Si ganas, tu cuenta se bloquea sin explicación! ¡¡¡NO JUEGUES EN ESTE CASINO!!! LOS USUARIOS SON BLOQUEADOS Y JAUGADOS POR ESTO DICIENDO QUE NO HARÁ NADA!
I had the same problem when they say credit card they mean debit card that you have been using to make deposits. I had to send them mine and within 24hrs I got my withdrawal processed within 24hrd
¡El corredor de apuestas es un estafador! ¡Si ganas, tu cuenta se bloquea sin explicación! ¡¡¡NO JUEGUES EN ESTE CASINO!!! LOS USUARIOS SON BLOQUEADOS Y JAUGADOS POR ESTO DICIENDO QUE NO HARÁ NADA!
Usó un bono de depósito del 170%
Jugué a la ruleta automática en tragamonedas, no estaba prohibido en las reglas de apuestas, todas las condiciones son para establecer no más de 5 dólares. Recargué mi cuenta con $20 y tomé el bono, fui a la ruleta y aposté par/ninguno por $5 (solo jugando) y tuve suerte, recuperé el bono y terminé con un plus de $100 en mi saldo. Además, la verificación no me deja pasar, aunque cargué todo correctamente y luego la cuenta se bloquea por completo. Para un intento de averiguar las razones, la respuesta es: simplemente decidimos que tenemos la razón.
tengo una cuenta
no rompí nada
Aproveché el bono de depósito ofrecido honestamente y de acuerdo con las reglas.
Nunca, bajo ninguna circunstancia, juegues con este recurso. Si ganas, simplemente te bloquearán y ni siquiera sabrás por qué, porque solo querían ... el peor casino que he conocido en 10 años.
I had a withdrawal for €1900 which I won on a slot zI had to verify my debit card again and I got the money back in my account in 24hrs. Submit a complaint here and see if they can resolve your issue
¡El corredor de apuestas es un estafador! ¡Si ganas, tu cuenta se bloquea sin explicación! ¡¡¡NO JUEGUES EN ESTE CASINO!!! LOS USUARIOS SON BLOQUEADOS Y JAUGADOS POR ESTO DICIENDO QUE NO HARÁ NADA!
Hello,
there are many reasons for blocking the player's account. Among the most usual and not particularly bad ones count the verification, of financial checks.
Of course, it would be nice to know what is happening, but from what I see, sometimes the account gets blocked first, like automatically.
What was the last interaction you did with your account? Withdrawal maybe?
It could help us find the reason.
¡El corredor de apuestas es un estafador! ¡Si ganas, tu cuenta se bloquea sin explicación! ¡¡¡NO JUEGUES EN ESTE CASINO!!! LOS USUARIOS SON BLOQUEADOS Y JAUGADOS POR ESTO DICIENDO QUE NO HARÁ NADA!
Usó un bono de depósito del 170%
Jugué a la ruleta automática en tragamonedas, no estaba prohibido en las reglas de apuestas, todas las condiciones son para establecer no más de 5 dólares. Recargué mi cuenta con $20 y tomé el bono, fui a la ruleta y aposté par/ninguno por $5 (solo jugando) y tuve suerte, recuperé el bono y terminé con un plus de $100 en mi saldo. Además, la verificación no me deja pasar, aunque cargué todo correctamente y luego la cuenta se bloquea por completo. Para un intento de averiguar las razones, la respuesta es: simplemente decidimos que tenemos la razón.
tengo una cuenta
no rompí nada
Aproveché el bono de depósito ofrecido honestamente y de acuerdo con las reglas.
Nunca, bajo ninguna circunstancia, juegues con este recurso. Si ganas, simplemente te bloquearán y ni siquiera sabrás por qué, porque solo querían ... el peor casino que he conocido en 10 años.
Hello,
So, we have the explanation. I would say that the account is blocked because of the ongoing check, probably triggered by verification. Anyway, have you received any confirmation saying the account is verified?
I guess you should just calm down and give it some time. The casino is most likely checking your gaming history, bonus policy, and so on. If I understand correctly the casino has not raised any accusation or informed you that you possibly breached any rules, right?
I had a withdrawal for €1900 which I won on a slot zI had to verify my debit card again and I got the money back in my account in 24hrs. Submit a complaint here and see if they can resolve your issue
That's a good suggestion, just mind that we allow casinos 14 full days to check the account, and gaming history, KYC - in order to send the winnings. If an additional check is triggered, we give the casino a chance to investigate further if necessary.
Hola buenas busco ayuda para cancelar un código bonus que active por error
Go on live chat and ask them to cancel it as you activated it by mistake as long as you haven't played with it you should be OK
Someone used the Skrill account when create account?
Empecé a jugar hoy.He retirado 150 € para probar si pagan o no.
La cuenta la verifique antes de depositar.
Ahora veo que me han devuelto los 150 € a la cuenta de juego porque hay que enviar foto de la Visa.
Mi pregunta es : ¿ por qué no piden la foto de la Visa sin devolver el dinero a la cuenta de juego ? Y una vez llamando entonces procesan el retiro.
Ahora hay que volver a solicitar los 150 € si verifican la tarjeta y esto se llama " volver a empezar"
Me imagino que lo hacen para ganar tiempo y así tardanas en pagar.
Mal casino creo que es , lo que pasa es que Guru dice que es un buen casino y por eso he jugado hoy por primera vez.
Si cobro los 150 , os lo dire
Otra cosa importante: no mandan correos desde kyc pidiendo nada
Así que hay que entrar en la web cada instante para ver si procesan el retiro o no lo han procesado
Es totalmente injusto
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