MyStake Casino - 決済が遅延しているとのクレームがあります。

When I want to make a withdrawal to my binance account it is not done and I get an email indicating that I have to send a photo of my card but they do not tell me what email I have to send it to.

And if I don't use my card for withdrawals, what I use is my Binance account.

This is the email that I received: Dear user,

Please be informed that to complete the verification process, we kindly ask you to verify the following credit card: 4381-08XX-XXXX-XX48

— For that kindly provide us with pictures of all used credit cards front and backside, your name and credit card expiration 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,

George / support agent

Mystake KYC team

Cuando quiero hacer un retiro a mi cuenta de binance no se realiza y me llega un correo indicando que tengo que enviar una foto de mi tarjeta pero no me indican a que correo tengo que enviarlo.

Y si para retiros no uso mi tarjeta, lo que uso es mi cuenta de Binance.

este es el correo que me llego: Dear user,

Please be informed that to complete the verification process, we kindly ask you to verify the following credit card: 4381-08XX-XXXX-XX48

— For that kindly provide us with pictures of all used credit cards 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,

George / support agent

Mystake KYC team

Dear bhcanar94,

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 bhcanar94,

Have you received your withdrawal from the casino yet?

Dear bhcanar94,

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, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.