MyStake Casino - プレイヤーが賞金を受け取れずにいます。

I deposited with ethereum although I have also previously deposited with bank card. I am KYC verified fully on the platform. Tried to withdraw but they rejected saying they need a photo of my debit card. This is completely not secure and high risk to send emails with photos of cards. One of the two cards they are asking for is no longer in use and has been replaced so this is an impossible photo to provide. The other one I still have.

My withdrawal was IBAN and the IBAN verified my identity when entering the IBAN number so they know it is me.

I have since made a withdrawal request in Bitcoin and I am expecting also to be rejected since they clearly do not want to process withdrawals.

Dear martinvodden,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

You need to process faster, they have already rejected the withdrawal as per my complaint.

Dear martinvodden,

Have you received your withdrawal from the casino yet?

Dear martinvodden,

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.