MyStake Casino - El jugador tiene problemas con el proceso de retiro.

Hi, I have a mystake account where I've played moderately from time to time and won a little bit.

The first time I withdrew peacefully, the second time as well as the third time the system asked me for the documentation which I proceeded to send immediately.

But they told me it wasn't enough

I also wanted help from support and they didn't help me at all.

I would like to solve the problem or else I will close my account and no longer play.

Salve,io ho un account mystake dove ho giocato ogni tanto in modo moderato e ho vinto qualcosina.

La prima volta ho prelevato tranquillamente,la seconda volta pure alla terza il sistema mi chiedeva delle documentazioni che io ho provveduto a inviare subito.

Ma che mi dicevano che non bastavano

Volevo anche aiuto dall'assistenza e non mi hanno aiutato per nulla.

Vorrei risolvere il problema o altrimenti chiudo account e non gioco più.

Dear Pupa9548,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Did the casino clarify what was wrong with them? Have you provided all the required documents in the correct format?

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,

Kristina

Hi, I have sent all the documents, bank statement, all the photos of my cards as they had asked, to deposit it makes me deposit with all the cards in the world.

To withdraw, no.

I could only do it twice!

They even sent me the email with wrong card numbers that weren't mine!

I don't know what to do anymore, in fact if I see that nothing unlocks me I won't play anymore.

Because someone like this only loses!

Salve,ho inviato tutti i documenti, estratto conto, tutte le foto delle mie carte come avevano chiesto loro, per depositare mi fa depositare con tutte le carte del mondo.

Per prelevare,no.

Lo potuto fare solo due volte!

Addirittura mi inviavano l'email con dei numeri di carte errati che non erano i miei!

Non so più cosa fare, infatti se vedo che non mi sblocca nulla io non gioco più.

Perché uno così va solo a perdere!

Hi I would like an answer before continuing to play!

Salve vorrei una risposta prima di continuare a giocare!

Hi, but I haven't received any reply from you, why?

Salve,ma non ho ricevuto più risposta da voi,come mai?

Thank you for your reply, Pupa9548. Please note that this is not a live chat, but a forum thread. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond and we always get back to each complaint as soon as possible. Please, bear with us. Thank you for your patience and understanding.

 Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Hi, I have already sent all the documentation to the email provided

Salve ho già inviato tutta la documentazione all'email fornita

Hi, I noticed that I have an indeterminate admin system block, but for what reason? Most likely the mystake site reported me for all the times I asked for the reasons.

But I don't think it's normal, the first casino site I play and they report me? At this point, it's all done on purpose to prevent me from withdrawing my winnings.

Salve,ho notato che ho un blocco del sistema adm indeterminato,ma per quale motivo? Molto probabile il sito mystake mi ha segnalato per tutte le volte che ho chiesto i motivi.

Però non penso sia normale, il primo sito di casinò che gioco e loro mi segnalano? A sto punto e tutto fatto apposta per non farmi prelevare la vincita.

Thank you very much, Pupa9548, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Pupa9548,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your funds. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear MyStake Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have received all the documents for verification from the player? What were the reasons to block the player's account?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello,

Please consider that we require a KYC procedure to reduce the risk of identity theft, money laundering, financial fraud, and the financing of criminal organizations. This process is taken very seriously. It is necessary to ensure that you are the legitimate person to whom we transfer money.

Credit cards verification is also part of this process. After you are completely verified your cards, you will not be bothered by us concerning this matter for quite a long time.   

Kind regards, 

Hi Mystake, I've sent documents billions of times!

Of all three of my cards!

I'm always the owner in all!

I find myself an adm block that I personally almost never play!

I tried Mystake to play mini games and a person honestly if he puts money and earns it, he would also like to withdraw it!

First time, yes!

Second time, yes!

From the third time the figure was higher, I was not accepted in any way!

You tell me!

Salve Mystake, ho mandato miliardi di volte i documenti!

Di tutte e tre le mie carte!

Sono sempre io l'intestatario in tutte!

Mi ritrovo un blocco adm che io personalmente non gioco quasi mai!

Ho provato Mystake per giocare ai mini giochi e una persona onestamente se mette soldi e ci guadagna,vorrebbe anche prelevarli!

Prima volta,si!

Seconda volta,si!

Dalla terza volta che la cifra era più alta,non mi è stato accettato in nessun modo!

Ditemi voi!

Thank you for the reply, MyStake Casino. Can you please specify the approximate time period you need to finish all the checks?

Dear Pupa9548, can you please explain what you mean by ADM block? Have you applied for a block of your account via ADM? Thank you.

Hi Natalia, no, I didn't request the block and I didn't even know this thing existed!

I have a Sisal account, I have bonuses that I get for free from the site and they won't let me use them.

I spoke to an operator and found out that I have the indeterminate admin lock.

Adm is the state customs and monopolies agency.

I was stuck for 6 months.

And it happened right after I had problems withdrawing Mystake.

Surely some customer service guy pointed me out, but I have no problems with anything xD that is, on the contrary, I'm now discovering the world of games.

I say it doesn't seem normal to have a block, just because I requested information.

I would honestly understand why and I would like to unblock this whole situation!

Ciao Natalia,no non ho richiesto io il blocco e neanche sapevo che esisteva questa cosa!

Ho un account Sisal, ho dei bonus che prendo gratuiti dal sito e non me li faceva usare.

Ho parlato con un operatore e ho scoperto che ho il blocco adm indeterminato.

Adm è l'agenzia delle dogane e dei monopoli di stato.

Mi sono trovata bloccata per 6 mesi.

Ed è successo subito dopo aver avuto problemi con il prelievo di Mystake.

Sicuramente qualche ragazzo del servizio clienti mi ha segnalato, ma non ho problemi di nulla xD cioè anzi sto scoprendo ora il mondo dei giochi.

Dico non mi sembra normale avere un blocco,solo perché ho richiesto informazioni.

Vorrei onestamente capire il perché e vorrei sbloccare tutta questa situazione!

Dear Pupa9548, so that I understand the whole situation correctly: you have an account at Sisal Casino and it was blocked right after you requested the information about your issue from the MyStake support?

Did you receive an explanation from Sisal about the reasons for blocking your account? Was it communicated by the casino to ADM?

Dear MyStake Casino, we are still waiting for some deadline information from you.

Hello Natalia,

The player verified only one card. Two other cards are yet to be verified.

As the user already knows, a screenshot of a transaction is not valid proof.

We need a bank statement in PDF format displaying the full name and the last four digits of the card (s)

or a statement listing all deposits made on our website with the requested card(s).

The statement must be issued by a bank or downloaded from a banking application.

Pupa9548, please make sure that you provide the relevant document. You can contact your bank provider for further assistance.

Best regards,

Hi Mystake, I would like to understand one thing.

How do I get an account statement sent to me? Because I sent it directly from emails that they sent me.

No screenshots, just PDFs.

Done.

You didn't want it.

2 cards online, BBVA and Hype.

I even have the crypto currency.

Tell me, how should I check them?

Then which one was verified?

Anyway Hi Natalia, I have a Sisal account, where every now and then they credit bonus games and I play like that.

I had bonuses and I noticed that it wouldn't let me play, I checked with the support guys and they told me that I have an indefinite admin block.

Not created by me, they just say I didn't do it, I wouldn't even know how to do it.

Salve Mystake,vorrei capire una cosa.

Come devo farmi mandare un estratto conto? Perché Ve lo mandato direttamente da email che mi hanno girato loro.

Niente screenshot,solo PDF.

Fatto.

Non l'avete voluto.

2 carte online, BBVA e Hype.

Ho addirittura la crypto valuta.

Ditemi voi, come le devo verificare?

Poi quale è stata verificata?

Comunque Ciao Natalia, ho un account Sisal,dove ogni tanto accreditano dei bonus game e gioco così.

Avevo dei bonus e ho notato che non mi faceva giocare,mi sono informata con i ragazzi del servizio di assistenza e mi hanno detto che ho un blocco adm indeterminato.

Non creato da me, proprio loro dicono che non sono stata io a farlo, neanche saprei come si fa.

Dear Pupa9548, could you please send the statements you previously sent to the casino for your 2 digital cards (BBVA and HYPE as you say) to my email address at natalia.b@casino.guru so that we can take a look and evaluate what's missing based on the casino requirements? Thank you.

Hi Natalia I sent you what you needed.

We hope to resolve it soon

Ciao Natalia ti ho inviato quello che ti serviva.

Speriamo di risolvere al più presto

Dear Pupa9548, have you tried to request the bank statement from Hype? You wrote that you don't have it, but I believe if you will contact the bank, they give you the requested document.

Can you please let us know if you perhaps have already done so?

Hi Natalia, I'll see if I can contact Hype for the bank statement.

It's I will send to you in the above email.

Salve Natalia, vedrò di contattare Hype per l'estratto conto.

È invierò a voi nell' e-mail prima indicata.

Dear Pupa9548, have you managed to contact your bank and get a bank statement?

Dear Pupa9548,

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.