MyStake Casino - プレイヤーの出金は、アカウント認証の問題により遅延しています。

I'm having trouble withdrawing and verifying my Mystake account. I've contacted support but they haven't responded. I've provided all the necessary information but they still won't let me verify my account.

Tengo un problema en el retiro y verificación de la cuenta en Mystake he hablado con el soporte y no responde he aportado toda la información necesaria y no me deja verificar la cuenta.

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Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Good afternoon, I have an update. €400 was withdrawn from my account and now my account is blocked. I've asked and haven't received any response (we can't provide more information). I haven't violated any rules; I uploaded my documents normally, everything was correct, I received verification and then my account was blocked, and now I can't even access it.

Is there any solution because I haven't broken any rules and I've been blocked for no reason?

Buenas tardes tengo una actualización me retiraron 400€ de mi cuenta y ahora mismo tengo mi cuenta bloqueada, he preguntado y no me han dado ninguna respuesta (no podemos otorgar más información) no he incumplido ninguna normal he subido mis documentos con normalidad todo correcto me dieron el verificado y me bloquearon la cuenta ahora no puedo ni acceder

Hay alguna solución pq no he incumplido ninguna norma y me han bloqueado sin razón.

Thank you for your reply. I'm sorry to hear that your balance was voided and your account closed.

• Could you please specify what types of games you played to accumulate your winnings?
• Did you accumulate your winnings with or without using a bonus?
• Which documents did you submit to the casino for verification? Had the casino approved your verification before your account was closed?

Please forward all communication between you and the casino regarding the closure of your account to veronika.f@casino.guru.

Good afternoon, I played sports betting and won approximately €100. I also bought several slot bonuses and won the rest there. I never activated a bonus or anything; I just played raw with my own money. I provided my NIE (Spanish tax identification number) and my address, which is what the casino required. Regarding the verification, I received an email around 10 AM, but when I logged into the casino, I only had €43.50. My account history showed an Admin withdrawal of €399.50. I contacted support, and they said they couldn't give me any more information. It's possible I have another account with my NIE, as I lost the password years later, but I can't find out the reason for this account being blocked since they haven't given me any further explanation.

Buenas tardes, jugué apuestas deportivas gané aproximadamente 100€ y compré varios bonos en slots y allí gané el resto. Nunca activé un bono ni nada jugué raw con mi dinero y ya, presenté el NIE y mi dirección es lo que me pedía el casino, sobre el verificado me llegó un email sobre las 10 pero cuando abrí el casino solo tenía 43'5 y en el historial de mi cuenta ponía Retirada Admin 399'5 y pedí información al soporte y me dijeron que no me podían dar más información. Podría ser que tuviera otra cuenta con mi NIE ya que perdí la contraseña años después pero no puedo saber la razón de este bloqueo ya que no me dan más información sobre la razón.

Thank you for your reply.

Could you please clarify your statement that you "bought several slot bonuses" while also saying that you "never activated a bonus"? There may have been a mistranslation, so I would like to make sure I understand correctly what you mean.

Also, did you have another account at this casino previously? If so:

• When exactly did you create the first account?
• When was the last time you accessed it?
• Was the account fully verified?