MyStake Casino - El jugador lucha por verificar su cuenta.

Hi . I have made an account on mystake

com and submitted a final verification video. I received an SMS from swedbank Hello, we suspect fraudulent transactions on your bank card with the last four digits 2969. Please call 08-58595222 immediately. Greetings Swedbank and Sparbankerna. The old card that I put the money in is blocked and now I have sent them an email that my card is blocked and that I will get a new card tomorrow before this I had sent in 2 videos with all my information that they needed now I hope they get in touch with me and understand my situation, I thought I would send them a new verification video with my new card tomorrow and the information that you need to say in the video in English. I actually want to deposit 20 euros with my new card so they can see that the deposit is with the new card, but can't do anything as my account is frozen as it is verified with my old card which is blocked. I chatted with them in the live chat but they can't say anything about how their kyc works. I just want to be honest with them on the live chat and kyc. I have shown them the sms from swedbank on the live chat but they have nothing to say and then I sent this sms from swedbank to mystakes kyc so they know about this. What do I do if they don't write back I can log in to my mystake login and get to their site but I can't bet or do anything else as it says my account is under verification. Should I send another verification video with my new card tomorrow? Have told kyc on mystake what happened to me but get no reply. The live chat couldn't help me as they say we have no contact with their kyc. I hope all goes well. How long does a kyc video verification take? I'm worried that I won't be able to make any withdrawals despite the 3200 euros I have in my gaming account, quite a lot of money. They have sepa payout but as I said right now I can't do anything it seems or maybe it's that it takes time with the video verification? Some in here say it can take up to 6 months, which I think is strange. All my details are approved only video verification remains which I have submitted. Now it's just the new card that I'm worried about because I haven't put any money in with that card. What do you think I should do since my account is frozen?, but that I can still log in and see my money but not bet or do anything else on their website when I'm logged in. I have not made a withdrawal of 3200 euros yet. Hope you can help me. Etc. özkan

Hej . Jag har gjort ett konto på mystake

com och skickat in ett sista verifiering video. Jag fick ett sms ifrån swedbank Hej, vi misstänker bedrägliga transaktioner på ditt bankkort med fyra sista siffror 2969. Vänligen ring genast 08-58595222. Hälsningar Swedbank och Sparbankerna. Det gamla kortet som jag satte in pengarna är spärrat och nu har jag skickat in ett mail till dom att mitt kort är spärrat och att jag kommer att få ett nytt kort imorgon innan detta hade jag skickat in 2 videon med alla mina uppgifter som de behövde nu hoppas jag att dom hör av sig till mig och förstår min situation tänkte skicka in en ny verificaton video med mitt nya kort imorgon till dem och de uppgifterna som man behöver säga i videon på engelska. Jag vill egentligen sätta in 20 euro med mitt nya kort så att dom kan se att insättningen är med det nya kortet, men kan inget göra då mitt konto är fryst i och med att det verifieras med mitt gamla kort som är spärrat. Jag chattade med dom i livechatten men dom kan inte säga något om hur deras kyc jobbar. Jag vill bara vara ärlig mot dom på livechatten och kyc .Jag har visat dom smset ifrån swedbank på livechatten men dom har inget att säga och sedan skickade jag detta smset ifrån swedbank till mystakes kyc så att dom vet om detta. Vad gör jag om dom inte skriver tillbaka jag kan logga in på mitt mystake login och kommer in på deras sida men jag kan inte betta eller göra något annat då det står att mitt konto är under verifiering. Ska jag skicka ett nytt verifierings video med mitt nya kort imorgon? Har berättat för kyc på mystake vad som hänt mig men får inget svar. Livechatten kunde inte hjälpa mig då de säger att vi inte har någon kontakt med deras kyc. Jag hoppas att det går bra. Hur lång tid tar en kyc video verificaton? Jag är orolig att jag inte kommer att kunna göra något uttag det är trotsat 3200 euro som jag har på mitt spelkonto, rätt mycket pengar. Dom har sepa utbetalning men som sagt just nu kan jag inte göra något verkar det som eller kanske är det så att det tar tid med video verificationen? Vissa här inne säger att det kan ta upp till 6mån vilket jag tycker är konstigt. Alla mina uppgifter är godkända bara video verificaton återstår som jag har skickat in. Nu är det bara det nya kortet som jag är orolig för för jag har inte satt i några pengar med det kortet. Vad tycker du att jag ska göra i och med att mitt konto är fryst?, men att jag ändå kan logga in och se mina pengar men inte betta eller göra något annat på deras hemsida när jag är inloggad . Jag har inte gjort något uttag på 3200 euro ännu. Hoppas ni kan hjälpa mig. Mvh özkan

Hello Ozze22,

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 is your account locked? When was the last time you used your old card? How much did you deposit with it exactly? When was the last time you requested for a withdrawal? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick, I have written to Endel and she is helping me with my case. I want to send you all the information including video and email that I have received from them. Regarding verification. Do you have an email so I can send you all the information? Radka said I would send everything to you, namely by email. Mvh grateful for your help

Hej nick jag har skrivit endel och hon hjälper mig i mitt ärende. Jag vill skicka all information till dig bla video och mail som jag har fått ifrån dem. Angående verificaton. Har du någon email så jag kan skicka all information till dig? Radka sa jag skulle skicka allt till dig nämligen i email. Mvh tacksam för eran hjälp

I will send everything to you in total I have deposited 3000 euros somewhere and in my account there is about 3250 euros. I cannot request a withdrawal as my account has been frozen for 1 week since I have told them that my old card is blocked because someone has bought on it and I have filed a police report which swedbank wanted me to do and then go to the bank with the. Went to the bank and got back my SEK 1,610 and a new card. The people at kyc mystake didn't see my numbers on the card so they wanted a new video verification that I sent in Thursday to them where I showed all the numbers but the 3 numbers on my old card which is blocked. I sent 2 new videos and them said that they have received them and they will verificaton. I haven't received a response from them yet. Do online casinos do this? I chose this casino because it had high reviews. I have the conversation in my Outlook mail with kyc mystake as well as the video of me with information that they wanted. Just hope I haven't lost my money. The people on the live chat say I don't need to worry. Send me your email and I'll send you everything. Mvh özkan.....I have never been rude in any of the conversations with them but have been nice and helpful

Jag kommer att skicka allt till dig sammanlagt har jag satt in 3000 euro någonstans och på mitt konto finns det ungefär 3250 euro. Jag kan inte begära något uttag då mitt konto är fryst sedan 1 vecka sedan jag har berättat för dom att mitt gammla kort är spärrat pga någon har köpt på det och jag har gjort en polisanmälan som swedbank ville att jag skulle göra o sedan gå till banken med det. Har gått till banken och fått tillbaka mina 1610kr och ett nytt kort. Dom på kyc mystake såg inte mina nummer på kortet så dom ville ha ett nytt video verificaton som jag skickade in i torsdags till dom där jag visade alla nummer utan de 3 nummrerna på mitt gamla kort som är spärrat.Jag skickade 2 nya videon och dom sa att dom har tagit emot dom och de skall verificaton. Jag har inte fått något svar ifrån dom ännu. Brukar nät casinon göra så här? Jag valde detta casino pga att det hadde högt i recension. Jag har konversationen i min Outlook mail med kyc mystake samt videon på mig med information som dom ville ha. Hoppas bara inte jag har förlorat mina pengar. Dom på livechatten säger att jag inte behöver oroa mig. Skicka ditt mail till mig så ska jag skicka allt till dig. Mvh özkan.....jag har inte någongång varit otrevlig i några av konversationerna med dom utan varit trevlig samt hjälpsam

Welcome to Mystake

Support Agent

Support Agent

Username/Name:

OZKAN O*****

E-mail:

ozkan.o*****@hotmail.com

Subject

Other

Show more

Support Agent 01:46 PM

Welcome to MyStake!

Hello, this is Adriana. How may I assist you today?

OZKAN OMEROV 01:47 PM

Hi Adriana. How are u today?

I have a question about my video verificaton

Ive sent 2 new videos verificaton on Thursday....Greetings,

Relevant team has reviewed your video, but since credit card numbers are not visible, they requested to resend it. Please make sure that we can see first 6 and last 4 digits of the credit card

Best Regards,

Kylie

I showen them all the information and the card numbers better so they saw the numbers betters.

Support Agent 01:51 PM

If previous video is wasn't appropriate. kindly, try to send a new one

Make sure it is in good quality and car numbers are fully shwon

*shown

OZKAN O****** 01:53 PM

I have sent 2 new videos that the numbers no is perfekt and them can see them without problems. But I have not got any answer yet. How long can it take the process?

It was in Thursday I send the 2 new videos

Support Agent 01:56 PM

I can't tell you the exact time frame. You can contact our KYC team for any kind of an update by email

OZKAN O***** 01:56 PM

Ok

Is that the email that I sent my videos?

Support Agent 01:59 PM

Yes, KYC team is responsible for such issues

OZKAN O***** 02:00 PM

Ok then I know. Do they work everyday or monday to friday?

Support Agent 02:01 PM

We work 24.7

24/7

OZKAN O***** 02:02 PM

Ok then I contact them. Thanks for ure help. Have a nice day

Read

I hope this will be solved in short time so I can deposit withdrawl and bet because my account is freezed I can only login.

Have a nice day best regards özkan o******

Delivered

I have talked too livechat 5 min ago. This was the answer from them

Hi Kyc.

I have a question for you. I sent you 2 new video verifications last Thursday regarding this which you wanted to see better. I just wanted to see how far you have come in my case? my account is frozen all I can do is log in but nothing else I can see my balance. I wonder when I can start betting, depositing money and withdrawing money. I'm not a shady person😊 I'm an honest and honest petson, I have nothing to hide from you, but now it's starting to drag on. want to start betting again. would be happy if I could get a response from you soon about my case. I have done everything to prove to you regarding the documents. I think I want to stay and bet with you on mystake.

mvh özkan o******.

Detta skrev jag till Kyc vid 13 tiden idag. Jag kan också tala om för dig nick att jag vid varje insättning med mitt gamla kort har fått slå in min personliga id på mitt Bankid

Credit Card

Deposit

90.00 EUR

Success11-25 13:15:52

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90.00 EUR

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160.00 EUR

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185.00 EUR

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135.00 EUR

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130.00 EUR

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130.00 EUR

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130.00 EUR

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PaymentsSEE ALL

Mystake.com is owned and operated by Santeda International B.V. (registration number: 151296; registered in Curacao) operating through its EU-EEA representative 

11-21 19:03:22

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Deposit

250.00 EUR

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650.00 EUR

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145.00 EUR

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135.00 EUR

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85.00 EUR

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140.00 EUR

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90.00 EUR

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100.00 EUR

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PaymentsSEE ALL

Mystake.com is owned and operated by Santeda International B.V. (registration number: 151296; registered in Curacao) operating through its EU-EEA representative 

11-17 17:47:14

Credit Card

Deposit

85.00 EUR

Success11-16 18:47:46

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168.00 EUR

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138.00 EUR

Success11-13 23:41:32

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200.00 EUR

Success11-13 23:36:59

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Deposit

450.00 EUR

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PaymentsSEE ALL

Mystake.com is owned and operated by Santeda International B.V. (registration number: 151296; registered in Curacao) operating through its EU-EEA representative 

This is all my deposits too mystake and now I have 3.298 euro on my frozen account

I think now its one week my account is frozen

As I said they have my bank account with stample on swedbank I have sent my drivning license bank card backside and front side. And I cant by something from my account without my bankid. So everytime that I deposit I deposit with my card and verifyed me with bank id

I looked at my mail There is no welcome too mystake or something like that

Livechat at mystake cant say anything because they say kyc is another departement. I think you have some information from me now. If you need anymore information only tell me as I said send me your email i cant send you my videos

I have bet at curaco bettingsidor before and after verification It was no problem too deposit and withdrawing. I think in the end we will solve this but I worried that it takes so long. Thanks for ure help nick u at casino guru trying help me

Hi my card was blocked on the 26th of November because swedbank had received an indication of fraud and it was right" fraud had been done by tiktok dublin" I don't even have tiktok

Hej mitt kort spärrades den 26 november pga att swedbank hade fått indikation om bedrägeri och det stämde väl" bedrägeri hade gjorts av tiktok dublin" jag har inte ens tiktok

Hi Nick, I have now also submitted a police report to kyc regarding my old card and screenshot from my bank Swedbank, which I was deceived about, I have my back free. And if they are now going to do an investigation against me and my account, they have to find something on mystake, but I have pure flour in my bag. So they can search as much as they want and if they choose to rob me of 3200 euros which is honest money, I don't understand how they can have such a high review as 7.2 out of 10......I hope they understand me and that I was deceived is something I have never experienced in my life. Had the bank not informed me if I should contact them due to fraud against my card/account, I could have been defrauded of more money. Therefore, my bank chose to block my card and file a police report and I did so and got my money back and a new card. I hope they understand and offer that you can play as a Swedish player. They are welcome to call my bank at Swedbank from mystake, I have orders to hide and find out what has happened. But as I said, the police report confirms everything, it is very strong evidence that I was deceived and had to block my old card. If they really want to block my account into which I deposited around 3000 euros, I want strong evidence from them. I know they have great power mycasino but they have to be honest with themselves. If I've done something wrong, I have to take responsibility. But as I said, they have to convince me because I have proof. If they want to exclude me, they have to pay out my 3288 euros to my bank account. And then block me. But not money that I have earned honestly. They can get my bank account number, can fix Bic and everything. But if they choose to block me with my honest money in my account on mystake with over 3200 euros, they have really robbed and deceived me. Hope you understand me and Ozze22

Hej nick Jag har nu även skickat in polisanmälan till kyc angående mitt gamla kort och screenshoot ifrån min bank Swedbank som jag blev bedragen på jag har min rygg fri. Och om dom nu ska göra en investigation mot mig och mitt konto så måste dom på mystake hitta något, men jag har rent mjöl i min påse. Så dom kan leta hur mycket dom vill och väljer dom att råna mig på 3200 euro som är ärliga pengar så fattar jag inte hur dom kan ha så högt recension som 7.2 av 10......jag hoppas att dom förstår mig och att jag blev bedragen är något jag aldrig råkat ut för I mitt liv. Hade banken inte informerat mig om jag skulle kontakta dom pga bedrägeri mot mitt kort/konto så hade jag kunnat bli bedragen på mer pengar. Därför valde min bank att spärra mitt kort och göra en polisanmälan och det gjorde jag och fick tillbaka mina pengar och ett nytt kort. Hoppas att dom har förståelse och erbjuder att man kan spela som svensk spelare. Dom får gärna ringa till min bank på Swedbank ifrån mystake , jag har inger att dölja och ta reda på vad som har hänt. Men som sagt polisanmälan styrker allt det är jättestark bevis på att jag blivit bedragen och var tvungen att spärra mitt gamla kort. Om dom verkligen vill blockera mitt konto som jag lagt in runt 3000 euro så vill jag ha starka bevis ifrån dom. Jag vet att dom har stor makt mycasino men dom måste vara ärliga mot sig själva med. Har jag gjort något fel så får jag stå mitt kast. Men som sagt dom måste överbevisa mig för att jag har bevis. Vill dom utesluta mig så får dom betala ut mina 3288 euro till mitt bankkonto. Och sedan blockera mig. Men inte pengar som jag har jobbat ihop på ett ärligt sätt. Dom kan få mitt bankkontonummer, kan fixa Bic o allting. Men väljer dom att blocka mig med mina ärliga pengar på mitt konto på mystake med över 3200 euro så har dom verkligen rånat o bedragit mig. Hoppas att du förstår mig mvh Ozze22

Hello Ozze22 and thank you for all the information provided. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Ozze22,

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/account?

Kind regards,

Adam

Hi Adam do u have any Email? I can send u little more information? Best regards Ozze22

Hello Ozze22,

Thank you for your e-mail and for supplying all the additional information. We will await a response from the casino regarding this.

Dear MyStake Casino,

The player has supplied evidence of communication that states the player's account is blocked as it is under investigation. Can you please provide further information?

Kind regards,

Adam

Hello,

The user is the sports player. He made some suspicious bets that require investigation. 

Our relevant team needs to check everything with sports betting provider which will take some time. We are doing our best to complete the process as soon as possible. He will not be able to withdraw winnings until the investigation ends. 

Best regards,

Thank you for the additional information, MyStake Casino.

Dear Ozze22,

As the reason for the investigation is entirely due to bets placed on sports, I am afraid we will no longer be able to assist you with this case.

We do not currently have enough insight into sports betting to be able to comment fairly and with any degree of certainty on the outcome of such an investigation.

I recommend that you await the results of the casino's investigation at this point, and should you disagree with their findings contact a sports betting complaint service or contact the casino's regulator and submit a complaint to them.

This complaint will now be rejected, I am sorry we could not be of more help on this occasion.

Kind regards,

Adam