MyStake Casino - El jugador cree que el reintegro se ha retrasado.

He asks me for photos of my card.

Mi chiede le foto della mia carta.

Dear emilioloi04,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I would like to forward that it does not make me change my email and I have already sent an email to support. And now he asks me to send the front and back photos of each of my cards that I have used but I have only used one card

Vorrei inoltrare che non mi fa cambiare mail e ho già inviato una mail all’assistenza. E ora mi chiede di inviare le foto fronte e retro di ogni mia carta che ho utilizzato ma io ho utilizzato soltanto una carta

He asks me for a photo of a card and he also gave me the figures of how it ends but I have not had cards that end with those figures and I only used one card and that is the one I have already sent. Please help me. I am ready to pursue a cause.

Mi chiede la foto di una carta e mi ha dato anche le cifre di come finisce ma io non ho i avuto carte che finiscono con quelle cifre e di carte ne ho usate solo una ed è quella che ho già inviato. Per favore aiutatemi. Io sono pronto ad prore una causa.

I would like to forward something that happened to me yesterday. After I got my winnings I got payments from this casino for a grand total of about 700 euros, they emptied my account. I am forced to file a complaint and ask for a refund

Vorrei inoltrare una cosa che mi è successa ieri. Dopo che mi è arrivata la vincita mi sono arrivati pagamenti da questo casino per un totale complessivo di 700 euro circa, mi hanno svuotato il conto. Io sono costretto a fare denuncia e chiedo un rimborso

Thank you for your reply, emilioloi04. Do I understand correctly that you have received €700 and the rest was confiscated?

Have you received any explanation from the casino regarding this situation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

No, I had won 500 euros, as soon as I received the money transfer, 750 euros were removed from my prepaid card and I have already asked them for a refund but they say they cannot. But they had all my data. So either they give me money or they make me money. Nobody else had my data.

No io avevo vinto 500 euro, appena mi è arrivato il bonifico della vincita mi sono stati tolti 750 euro dalla mia carta prepagata e ho già chiesto il rimborso a loro ma dicono che non possono. Ma loro avevano tutti i miei dati. Quindi o mi danno i soldi o mi fanno i soldi. Nessun altro aveva i miei dati.

emilioloi04, could you please clarify how you found out that these funds were taken by the casino? Was the recipient's name indicating it?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear emilioloi04,

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.

I opened my bank app and it was 750 euros less. The merchant's name was theirs.

Ho aperto la mia app della banca e risultavano 750 euro in meno. Il nome dell’esercente era il loro.

Could you please forward me the screenshot of this? Moreover, I still have not received the required communication between you and the casino.

Dear emilioloi04,

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.