MyStake Casino - El jugador tiene problemas con la retirada debido a problemas con los documentos.

Good morning, I finished verifying my account yesterday, made several deposits, and won a total of 800€. However, when attempting to withdraw the winnings, they sent me an email asking for a picture of my card - I informed them it's digital. They requested an account statement and I attached both the statement and the account ownership certificate. They told me they do not accept photos or scanned documents, so I told them it's neither a photo nor a scanned document but a direct download from the Imaginbank app and this is the only way I have to verify it. Since then, they've stopped responding. I've read about similar cases and noticed that you often provide help here. I would greatly appreciate your assistance.

Thank you.

Buenos días, ayer terminé de verificar mi cuenta, hice varios depósitos y obtuve la cantidad de 800€ en ganancias. Al intentar retirarlos me mandan un correo para que mande foto de la tarjeta les digo que es digital, me piden extracto y les adjunto extracto y certificado de titularidad de la cuenta. Me dicen que no vale fotos ni documentos escaneados, les digo que no es ni una foto ni un documento escaneado que está recién descargado de la app Imaginbank y que esa es la única forma de verificarlo que tengo y automáticamente han dejado de responder, he leído cosas similares y he visto que aquí soléis ayudar. Os agradecería infinitamente vuestra ayuda.

Gracias

Hello Itsruizv93,

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 was the verification ongoing? Did you accumulate your winnings with real money or did you use a bonus? When exactly was the last time you spoke to the casino and did you try to contact them again since?

Looking forward to your answer.

Regards,

Nick

Good morning, the winnings were obtained with real money.

They have already answered me again and we have sent about 40 emails. The problem is that they tell me that I need a statement that shows the 4 digits of the card and the name of the account holder. And that my bank does not offer.

But I have sent them a certificate of ownership of the account and an extract in which "Santeda", which is its trade name, appears perfectly, all from the same account. And despite the fact that they do not accept screenshots, I have also sent them a screen recording accessing the bank's app and entering those movements and the card.

The last time I spoke to the casino was Saturday. They have since stopped responding.

Thank you very much for starting to help me with this issue because I am already beginning to think that I will not see my money

Buenos días, las ganancias fueron obtenidas con dinero real.

Ya me han vuelto a contestar y nos hemos mandado como 40 correos. El problema está en que me dicen que necesito un extracto donde se vean los 4 dígitos de la tarjeta y el nombre del titular de la cuenta. Y eso mi banco no lo ofrece.

Pero si que les he mandado un certificado de titularidad de la cuenta y un extracto en el que aparece perfectamente "Santeda" que es su nombre comercial, todo de la misma cuenta. Y a pesar de que no aceptan pantallazos les he enviado también una grabación de pantalla accediendo a la app del banco y metiéndome a esos movimientos y a la tarjeta.

La última vez que hable con el casino fue el sábado. Desde entonces han dejado de contestar.

Muchísimas gracias por empezar a ayudarme con este tema por qué ya empiezo a pensar que no veré mi dinero

I have just been at the bank and they have provided me with an extract of my card as well as the contract of the same. I have it in physical format and sent by them to my email as well. Can I send it to some address so you can see it?

Acabo de estar en el banco y me han proporcionado un extracto de mi tarjeta así como el contrato de la misma. Lo tengo en formato físico y enviado por ellos a mi correo también. Os lo puedo mandar a alguna dirección para que lo veáis ?

Update they just answered me the following.

"Greetings dear Alejandro,

Please be informed that in order to complete the verification process, kindly provide us with the official bank statement stated in the PDF format.

Have a nice day!

Best regards,

Ryan"

I have sent them everything. The document that my bank sent me and the same printed document also included a photo of me with my ID in one hand and the extract in the other without them asking me. In it you can see perfectly my card number, the contract number, my name, and on the next page the uses that have been given to that card in which "santeda" appears, which is them.

But it seems to me that this casino does not want to pay me what corresponds to me. Millions of thanks and I hope that we will solve it soon together because I really need the money.

All the best

Actualizo acaban de contestarme lo siguiente.

"Greetings dear Alejandro,

Please be informed that in order to complete the verification process, kindly provide us with the official bank statement stated in the PDF format.

Have a nice day!

Best Regards,

Ryan"

Les he enviado de todo. El documento que me ha mandado mi banco y el mismo documento impreso también incluso una foto mía con mi DNI en una mano y en la otra el extracto sin que ellos me lo pidieran. En el se ve perfectamente mi número de tarjeta, el número de contrato, mi nombre, y en la siguiente página los usos que se les ha dado a esa tarjeta en la cual aparece "santeda" que son ellos.

Pero me da a mí que este casino no quiere pagarme lo que me corresponde. Millones de gracias y espero que lo solucionemos pronto entre todos pues necesito el dinero de verdad.

Un saludo

update. After contacting my lawyer and sending them an email requesting my verification, it seems that Mystake has verified my card. They sent me an email saying the following

Dear Alexander,

I hope this email finds you well,

We are delighted to inform you that your card verification process has been successfully completed. Your card has been verified.

Have a nice day

Best regards,

Tom

I have already requested withdrawal. As soon as it's in my account I'll let you know. I hope there are no more problems.

All the best

Actualizo. Tras contactarles mi abogado y enviarles un mail solicitando mi verificación parece que Mystake ha verificado mi tarjeta. Me han mandado un email diciendo lo siguiente

Dear Alejandro,

I hope this email finds you well,

We are delighted to inform you that your card verification process has been successfully completed. Your card has been verified.

Have a nice day,

Best regards,

Tom

Ya he solicitado el retiro. En cuanto esté en mi cuenta os aviso. Espero que no haya más problemas.

Un saludo

update. I received the payment correctly, I have requested another of €800, I will inform you if I receive it so that you can close the case

Thank you !!!

Actualizo. Te recibido el pago correctamente, he solicitado otro de 800€ os informaré si lo recibo para que deis por cerrado el caso

Gracias !!!

Dear Itsruizv93,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru