MyStake Casino - プレイヤーの出金が遅れている。

I can't withdraw my money everything rejects me I would like you to help me please

No puedo retirar mi dinero todo me rechaza quisiera que me ayuden por favor

Dear jhoonflores2000,

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

Dear jhoonflores2000,

Have you received your withdrawal from the casino yet?

Dear jhoonflores2000,

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.

I have not been able to withdraw everything, I cannot send it to my bank, much less to the bitcoin wallet

No he podido retirar me rechaza todo no puedo mandar a mi banco ni menos a la billetera de bitcoin

Thank you for your reply, jhoonflores2000. Have you made any successful withdrawals before? Could you please confirm that you have passed the verification? Have you accumulated your bonus with or without an active bonus, please?

I have not been able to make transactions. If I have the account verified. I don't have any wine

No he podido hacer transacciones. Si tengo la cuenta verificada. No tengo ningún vino

I don't have any bonus

No tengo ningún bono

Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I tried and I couldn't send anything I got that the email didn't exist

Intenté y no podía enviar nada me salía que el correo no existía

Thank you very much jhoonflores2000 for your reply. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello jhoonflores2000

I'm Michal and I have taken over your complaint. I have reviewed your case and want to double-check if your issue is regarding your account verification or if you were not able to get in touch with the casino support?

Usually, when a player submits a withdrawal request the casino sends an email about what is needed to successfully process the withdrawal request. Have you received an email from the casino? Have you contacted the casino on the correct contact details?

All emails from the casino that have rejected my withdrawals are received and if I have activated the account

Todos los correos del casino que me han rechazado los retiros en recibido y si tengo activada la cuenta

I want to withdraw in a skriil account and it doesn't let me it always rejects me

Quiero retirar en una cuenta de skriil y no me deja siempre me rechaza

Thank you jhoonflores2000 for your reply. Do I understand correctly that you have not passed the KYC process yet and your account has not been verified yet? If so, please bear in mind that the casino is mentioning this in its terms and conditions under 12.   WITHDRAWAL AND REFUND POLICY

"The Company reserves the right to check your identity prior to processing payouts and to hold withdrawals for the time needed to check your identity. The company furthermore reserves the right to hold the withdrawals for the time needed to investigate violations of the terms and conditions and/or applicable laws on part of the player."

Have you provided all the needed documents to the casino, to process your verification?

I have verified the account when I became a creditor of the account

Tengo verificado le cuenta cuando me hice acreedor de la cuenta

Thank you jhoonflores2000 for clarification. I will contact the casino to see if I can help.

We would like to invite MyStake Casino to join the conversation.

Dear MyStake Casino,

Can you please provide some information regarding the player's withdrawal?

What information do you need for me to help you?

Que información necesitas para yo ayudarle

Hello Jhoonflores2000,

As you know, you need to verify the credit/debit card used on our platform. Our KYC team sent you instructions by email a few weeks ago. You just need to provide the relevant proof.

Also, feel free to contact our live chat support for more details if you require assistance.

In any case, I will send you the instructions here too—" Please be informed that to complete the verification process, we kindly ask you to verify the following credit card: 438108XXXXXXXX05.

For that kindly provide us with pictures of used debit/credit card(s), front and backside, your name and credit card expiry date shall be seen on the photo. The First 6 and last 4 digits should be visible, you can hide other numbers with a piece of paper. ''

Best regards,

Dear jhoonflores2000

Please provide all the needed valid documents the casino has asked for and follow the instructions of the casino KYC team as mentioned in the email you have received from the casino. Only then can the KYC process be successful.

Hello Jhoonflores2000,

Please send the poof of debit/credit card to our KYC team at kyc@mystake.com

Dear jhoonflores2000

Thank you for providing the pictures to us, please make sure you send the pictures to MyStake Casino KYC team at kyc@mystake.com as well.

I have no response from your support

No tengo ninguna respuesta de su soporte

Dear jhoonflores2000

Have you sent all the required documents to MyStake Casino KYC team at kyc@mystake.com? If so, when was that? Please bear in mind that the casino needs some time to verify all the documents.

Dear jhoonflores2000,

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.

Hello Michal,

Our KYC team gave him instructions on how to verify the used card. However, the user has not responded since then.

jhoonflores2000 please provide the proof requested by our relevant team. Without that, you will not be able to successfully verify your account.

Best regards.

Dear jhoonflores2000,

As asked by MyStake Casino KYC team please provide the proof of debit/credit card to the KYC team at kyc@mystake.com. Without that, you will not be able to successfully verify your account.

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.

Best regards

Michal

Good evening, the bank did not help me with the receipt, but here it is.

Buenas noches el banco no me ayudaba con el comprobante pero aquí tiene

Here is more proof with my card

Aquí está más comprobante con mi tarjeta

Dear jhoonflores2000

Thank you for providing the pictures to us, please be aware that you need to provide the proof of debit/credit card to the MyStake Casino KYC at kyc@mystake.com. It is important to provide the required documents to MyStake Casino. Without that, you will not be able to successfully verify your account.

Best regards

Michal

Hello Jhoonflores2000,

The document you sent is irrelevant. Please follow the instructions of our KYC team.

First of all, we need card statement of the debit/credit card xxx-9168. You should contact your bank to get such a document. The statement should include the credit card digits and the card owner's first and last name. Keep in mind that the statement has to be in a PDF form. You only sent screenshots that are not valid.

Secondly, you have used the debit/credit card ( 438108XXXXXXXX05 ) of another person . We suppose that you used this card with permission of that person. Therefore, we require Identity card of the cardholder. Also, we need selfie of her/him while holding paper stating that the card was used with his/her permission.

For more details, please contact our KYC team and they will explain everything.

Please don't upload any documents here.

Best regards,

I can't upload PDF files

no puedo subir archivos PDF

Dear Jhoonflores2000

Thank you for the reply. Have you sent all the required documents to MyStake Casino KYC team as well?

You should be able to send any PDF file via email, so please make sure you sent all the required in the required format to the casino.

As for the selfie of the person holding paper stating that the card was used with the person's permission, if possible make a clearer picture please, and make sure you send it to MyStake Casino KYC team as well.

Dear jhoonflores2000,

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 jhoonflores2000

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal