MyStake Casino - El intento de retiro del jugador ha sido rechazado.

Hello everyone. I'm here to recount my experience on MyStake, while playing the Xxxtreme lightenin roulette. Fortunately, I bagged a big win, so I immediately set out to fulfill the KYC by verifying my documents (Identification Card), required selfies, proof of residence, and email. However, when I attempted to withdraw my winnings, I encountered an error since my card was a Postepay operating under the Mastercard circuit, and they requested for my card's verification via email. Within their request though, there were two cards they wanted to verify. One of these was my old card, which had worn out and I had thus replaced with a new one. I sent a complaint email because I no longer possess the second card, only the new one. Yet, nobody has responded to me and they continue rejecting my withdrawal request. I also tried executing a withdrawal through a cryptocurrency option, but that was rejected too. Can anyone assist me? I'm in rather urgent need of this money.

Salve a tutti. Racconti la mia esperienza su MyStake, giocando alla Xxxtreme lightenin roulette. Ho fortunatamente effettuato una grossa vincita, così mi sono subito messo in movimento per accontentare il KYC verificando i documenti (Carta d'identità), selfie richiesti, attestato di residenza e email. Quando sono andato per prelevare, mi ha dato errore, dato che la carta era una Postepay circuito Mastercard, e mi ha chiesto la verifica della carta tramite email. Nella loro richiesta però, ci sono due carte che vogliono verificare. Una di queste è la mia vecchia carta, che dopo essersi usurata, ho cambiato con quella nuova. Ho mandato una mail di reclamo dato che non ho possesso della seconda carta, ma solo della nuova. Nessuno mi ha risposto e continuano a rifiutare il mio prelievo. Ho provato anche a effettuare un prelievo con cryptovaluta, rifiutato. Qualcuno può aiutarmi? Sono soldi che mi servono abbastanza urgentemente.

Hello tizianobelardi2000,

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?

Do you have any kind of official confirmation of the expired card which you could provide to the casino?

Looking forward to your answer.

Regards,

Nick

Hello, the documents I sent have all been verified. Identity card and certificate of residence. I also checked the email. However, the Postepay card verification process started yesterday afternoon and I still haven't received a response. I can also continue to wait, but the verification requested by the casino is two Postepay cards, one of which I no longer have, not even any type of documentation. I spoke to the casino yesterday afternoon to send documentation of the card used to deposit the money that morning. About 4 withdrawal operations were opened in the whole day yesterday, all rejected. I only received a notification on the site where they wrote that I had to verify my two cards.

Buongiorno, i documenti da me inviati sono stati tutti verificati. Carta di identità e certificato di residenza. Ho verificato anche la e-mail. Tuttavia, il processo di verifica della carta Postepay è partito ieri pomeriggio e tutt'ora non ho ricevuto risposta. Posso anche continuare ad aspettare, ma la verifica chiesta dal casinò è di due carte Postepay, di cui una non ne sono più in possesso, neanche di qualsiasi tipo di documentazione. Ho parlato con il casino ieri pomeriggio per inviare la documentazione della carta utilizzata per depositare il denaro la mattina stessa. Sono state aperte circa 4 operazioni di prelievo nell'intera giornata di ieri, tutte rifiutate. Mi è arrivata solo una notifica sul sito dove scrivevano che dovevo verificare le mie due carte.

Hello tizianobelardi2000,

Did you explain the situation with the card to the casino? If yes, what did they respond to it?

If some documents were provided only a week ago, there is still time for the verification to be processed as it usually takes up to 14 days.

Dear tizianobelardi2000,

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.