MyStake Casino - La retirada del jugador se ha retrasado.

First deposit, bonus received and wagered. Payment method mifinity. Payment should also be mifinity. Dangerous, not sure if I'll get the payout. Everything has been uploaded and verified. As a last point, they demanded a video from me in which I verify my data. So everything was written down on paper, ID card attached and selfie video made. Of course I complied with the request and sent them the video on the same day (Wednesday). Now I keep getting told to just wait and it takes a maximum of 24 hours. These are around, you only listen to inquiries, please wait.

Erste Einzahlung, Bonus erhalten und umgesetzt. Zahlungsart mifinity. Auszahlung soll ebenfalls mifinity sein. Gefährlich, bin mir nicht sicher ob ich die Auszahlung bekomme. Es wurde alles hochgeladen und verifiziert. Als letzten Punkt forderten sie ein Video von mir in dem ich meine Daten verifiziere. Also alles auf Papier aufgeschrieben Personalausweis beigefügt und selfie video gemacht. Natürlich bin ich der Bitte nachgekommen und habe ihnen am gleichen Tag (Mittwoch) noch das Video geschickt. Nun bekomme ich immer gesagt ich soll einfach warten und es dauert maximal 24h. Diese sind rum, auf nachfragen hört man nur, bitte warten sie.

Dear NicoB,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

The payout was declined. After I verified my bank and all other options, it was now a matter of sending a video. So I wrote down all the data as requested and uploaded it with my ID card. Now they want a video of me listing the date and everything. This is pure harassment. Please give me an email address that I can use in this case to forward screenshots to support and emails.

there are always other strange and dubious requests made before the application is received and processed. It's still about verifying myself and I've done it several times now. Bank 2 compartment video sent several times and everything else verified.

Die Auszahlung wurde abgelehnt. Nachdem ich meine Bank und alle anderen Möglichkeiten verifiziert habe ging es nun darum ein Video zu schicken. Habe also wie gefordert alle Daten aufgeschrieben und mit meinem Personalausweis hochgeladen. Nun wollen sie ein Video von mir in dem ich Datum und alles mögliche aufzähle. Das ist reinste schikane. Gebt mir bitte eine Mailadresse die ich für diesen Fall verwenden kann um Screenshots mit dem Support und Mails weiterzuleiten.

es werden immer andere kuriose und unseriöse Aufforderungen gestellt bevor der Antrag angekommen und bearbeitet wird. Es geht immernoch darum das ich mich verifizieren soll und das inzwischen schon mehrere Male getan. Bank 2 Fach Video mehrfach geschickt und ansonsten alles verifiziert.

I would like to email everything to you.

Würde euch gerne alles Per Mail zusenden.

My email address is petronela.k@casino.guru. Could you please advise how many days was your withdrawal requested? Thank you in advance.

I've been waiting for the payout/verification since 01/30. The email goes out immediately.

Ich warte seit dem 30.01 auf die Auszahlung / Verifikation. Die Email geht sofort raus.

Email with all pictures and information are out.

Email mit allen Bildern und Infos sind raus.

Thank you very much, NicoB, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear NicoB,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a MyStake Casino representative to join this conversation and participate in the resolution of this complaint.

Dear MyStake Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment? Is there any problem with the verification?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello Stefan, thank you for your help.

according to the casino it is up to verification. But I don't understand that because everything has already been sent several times.

Hallo Stefan, vielen Dank für deine Hilfe.

laut dem Casino liegt es an der Verifizierung. Das ist für mich aber nicht nachvollziehbar da alles schon mehrfach zugeschickt worden ist.

Hello,

As we have checked, the user was asked for video verification. 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. Video or credit card verification is also part of this process.

The user sent us the link of the drive, which we don't accept. We kindly ask the user to send us only the video, he was already informed about it via email.

Best regards,

The video has already been sent to you.

Das Video wurde ihnen schon geschickt.

Hello MyStake Casino,

Have you reviewed the video provided by the player?

I am looking forward to your response.

Kind regards,

Stefan

Hello NicoB,

We have not received the video from you. Please ensure that it is sent to kyc@mystake.email

Furthermore, the video cannot be larger than 50 MB in size. If your video exceeds the size limit, please convert it and then send it to us.

Best regards,

Dear NicoB,

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.

Dear MyStake Casino,

Has the player provided you with the video recording?

Thank you very much in advance.

Kind regards,

Stefan

Hello Stefan and MyStakes,

due to illness I was not able to create a new video and make it available.

you will receive a video later this evening.

Hallo Stefan und MyStakes,

aufgrund von Krankheit war ich nicht in der Lage ein neues Video zu erstellen und zur Verfügung zu stellen.

sie werden heute im laufe des Abends ein Video erhalten.

Hello NicoB,

You have successfully passed the video verification. Your withdrawal will be processed within three business days.

Best regards,

MyStake Team

Dear NicoB,

Please let me know once you receive the payment.

I am looking forward to your response.

Kind regards,

Stefan

Dear NicoB,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.