MyStake Casino - El jugador tiene problemas para completar la verificación de la cuenta.

I am a player who has been playing for a long time and when I lose there is no problem but a couple of weeks ago I made a deposit with crypto coins, which was valid and everything, days later I played slots and won the amount of $4000 usd which is found in my account, when trying to withdraw them, the withdrawal is rejected. And I write to the help email which they answer me that I have to verify a digital card which I used for months and it has nothing to do with the last deposit since it was made with crypto currencies, despite that I send the required information, the first The person who attended me asked me only for the digits and shared the steps to get the digits from Apple Pay, which I sent them the full digits as well as the expiration date and then another person answered me that by the way they are rude and tactless , which will send them the account statement in PDF where the complete card numbers came from, which is impossible because the account statement only shows the digits of the physical card.

Being a virtual card that belongs to a physical one, it does not have its own account statement, the account statement provided by the bank is about the physical one.

There are already more than 10 emails sending information and trying to see how they could help me and they only answer the same thing like robots.

It has lousy customer service.

soy un jugador que ya tiene tiempo jugando y cuando pierdo no hay ningun problema pero Hace un par de semanas hice un ingreso con cripto monedas, el cual fue valido y todo, dias despues jugue tragamonedas y gane la cantidad de $4000 usd la cual se encuentra en mi cuenta, al momento de tratar de retirarlos se rechaza el retiro. Y escribo al correo de ayuda lo cual me contestan que tengo que verificar una tarjeta digital la cual use hace meses y no tiene que ver con el ultimo ingreso ya que se hizo con crypto monedas, a pesar de eso mando la información requerida, La primer persona que me atendio me pidio solo los digitos y me compartio los pasos para sacar los digitos de apple pay, lo cual se los mande los digitos completos asi como la fecha de vencimiento y despues me contesto otra persona que por cierto son groseros y sin tacto, que les mandara el estado de cuenta en PDF donde vinieran los numeros de la tarjeta completos, la cual es imposible por que el estado de cuenta solo muestra los digitos de la tarjeta fisica.

que al ser una tarjeta virtual que pertenece a una fisica no tiene como si un propio estado de cuenta, el estado de cuenta que proporciona el banco es sobre la fisica.

ya van mas de 10 correos mandando informacion y tratando de ver como podrian ayudarme y solo contestan como robots lo mismo.

tiene un pesimo servicio de atencion al cliente.

Dear Jesusito,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello petrolella.

That's right, I'm fully verified on the site. Wow, I'm not a new player.

and I have already made withdrawals before.

The only thing that stands in the way is the verification of the digital card, because the physical card is already verified.

By the way, my payment method was cryptocurrency, but I still understand how important it is to verify all the methods, they themselves told me that if it was a digital card linked to Apple Pay, I only needed to give them the other card numbers. I sent them and they did not release me.

Hola petronela.

asi es, estoy verificado completamente en el sitio. Vaya no soy un jugador nuevo.

y ya he hecho retiros anteriormente.

lo unico que se interpone es la verificacion de la tarjeta digital, por que la tarjeta fisica ya esta verificada.

que por cierto mi metodo de pago fue crypto moneda, pero igual entiendo lo importante que es verificar todos los metodos, ellos mismos me comentaron que si era una tarjeta digital ligada a apple pay solo necesitaba darles los demas numeros de la tarjeta. Los mande y no me liberaron.

Thank you very much, Jesusito, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Jesusito,

This is Tomas, and from now on, I will be assisting you with this case.

Before I contact the casino, could you please tell us if you have provided the casino with the bank statement so they can see there is no transaction history of the virtual card, as you have mentioned above?

Thank you.

Best wishes,

Tomas

Hi Thomas, thank you for your support.

If so, send the bank statement of the physical card, as well as a video recording the phone screen by opening the bank application where the two complete card numbers are shown (the digital and the physical). I also sent you how it is linked to apple pay.

As a reference, they know that digital cards exist because the first person who helped me gave me the steps to open Apple Pay and subtract the digital card number, and they told me that with that they would release my funds, then they changed their mind .

adding another thing THE LAST 21 deposits were made with cryptocurrencies.

Hola tomas, te agradezco el apoyo

si asi es mande el extracto bancario de la tarjeta fisica, asi como un video grabando la pantalla del telefono abriendo la aplicacion de banco donde se muestran los dos numeros de tarjetas completos las tarjetas (la digital y la fisica). Tambien les mande como esta ligada a apple pay.

como referencia tomas ellos saben que existen las tarjetas digitales por que la primer persona que me atendio me paso los paso para abrir apple pay y sustraer el numero de la tarjeta digital, y me comento que que con eso liberarian mis fondos, Luego cambiaron de opinion.

agregando otra cosa LOS ULTIMOS 21 depositos fueron echos con crypto monededas.

Thank you, Jesusito, for providing the information.

Dear MyStake Casino,

Could you please advise how the player should verify their virtual card if all possible options have already been tried?

Kind regards,

Tomas

Hello Jesusito,

In order to complete card verification, you should provide a PDF format of the statement. It's possible to get such a document. Contact your bank, and they will provide the transaction history of the exact virtual card you were using.

As for Apple Pay, our support team first thought that you used Apple Pay which covers actual card numbers, and the transaction is made with a mask account number. After checking your Apple pay wallet, we discovered that generated virtual card was not the same.

Please contact the payment provider of the Virtual card, and they will provide you with the relevant document we are asking for.

Best regards,

Dear Jesusito,

Could you please follow the above-mentioned instructions and inform us about the result afterwards?

Thank you.

Kind regards,

Tomas

Hi, thank you very much for getting in touch.

I already did, I contacted the bank a few days ago and the bank cannot provide me with a virtual card account statement since they do not handle it as such, they only handle the global account statement. I can upload a PDF account statement where the purchase was made on your site on September 12, but there is no information that was made with the virtual card, it only shows that a charge was made without specifying which card was used . In the bank application I can see the movement as such but not in PDF, I would also be willing to provide it, I am in the best disposition to deliver all the documents that are in my hands

I'll try again and share the bank's response.

thank you

Hola muchas gracias por ponerse en contacto.

ya lo hice, me puse en contacto con el banco desde hace unos dias y el banco no me puede proporcionar un estado de cuenta de la tarjeta virtual ya que no no lo manejan como tal, solo manejan el estado de cuenta global. Puedo subir un estado de cuenta en PDF donde se realizo la compra en su sitio que fue el dia 12 de septiembe, pero no viene informacion que se haya hecho con la tarjeta virtual, solo viene que se hizo un cargo sin especificar cual tarjeta se uso. En la aplicacion del banco yo si puedo ver el movimiento como tal pero no en PDF, tambien estaria dispuesto a proporcionarlo, estoy en la mejor disposicion de entregar todos los documentos que esten en mis manos

Lo volvere a intentar y les compartire la respuesta del banco.

gracias

Dear Jesusito,

Could you please explain why you now have a virtual card with different details than you had at the time of the deposit? Additionally, can you please provide me with an email written reply from the bank that claims statements for virtual cards are not available? You can forward it here: tomas.k@casino.guru

Thank you for your cooperation.

Kind regards,

Tomas

Dear shots

At no time have I said that I have a different digital card, it is still the same, with the same numbers, the casino said that the numbers changed, but they are still the same. I will share all the information I have by mail and I have just sent a new email to my bank requesting a digital card statement to share the answer by mail

greetings

Estimado tomas

en ningun momento he dicho que tengo una tarjeta digital diferente, sigue siendo la misma, con los mismos numeros, eso de que cambiaron los numeros lo dijo el casino, pero siguen siendo los mismos. Te compartire toda la informacion que tengo por correo y acabo de enviar un correo nuevo a mi banco solicitando un estado de cuenta de la tarjeta digital para compartirte por correo la respuesta

saludos

Dear MyStake Casino,

Could you please provide me with evidence that shows the difference between the player's cards?

Additionally, would an email written reply from the player's bank be satisfactory to believe that they indeed cannot expose to such a document?

Please, send any proof to my email address: tomas.k@casino.guru

Thank you very much for your participation in the resolution of this case.

Kind regards,

Tomas

Hello,

As we have checked, the user has already verified his credit cards and made the withdrawal.

Best regards,

Thank you, MyStake Casino, for informing us.

Dear Jesusito,

Could you please confirm that this is correct and that the matter is now resolved?

Thank you.

Kind regards,

Tomas

Good day

yes thanks tomas and thanks mystake

the problem has been resolved favorably.

I appreciate your support, Tom.

Buen dia

si gracias tomas y gracias mystake

el problema ha sido resuelto favorablemente.

agradezco tu apoyo tomas.

Dear Jesusito,

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,

Tomas