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I've been trying to withdraw money to my Mystake account for several days, and it's always rejected on time. I'm being told I need to verify a card that isn't even mine and isn't in my possession. They are doing everything to not accept the withdrawal request. I need help. Thank you

sto provando a prelevare i soldi sul mio conto Mystake da molti giorni, e puntualmente viene sempre rifiutato. Mi viene detto di dover verificare una carta che non è nemmeno mia e non è in mio possesso. Stanno facendo di tutto per non accettare la richiesta di prelievo. Ho bisogno di aiuto. Grazie

Dear accetturafederico,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

hi petronela, yes, i have sent all the documents, the first successful withdrawal (1024€) arrived the next day. Now, in order not to let me withdraw, they invent that there is a non-existent credit card in my apple pay and they require verification of that card.

ciao petronela, si ho inviato tutti i documenti, il primo prelievo (1024€) andato a buon fine è arrivato il giorno dopo. Ora per non farmi prelevare si inventano che nel mio apple pay c’è una carta di credito inesistente e richiedono la verifica di quella carta.

They hacked my account, I realized it after making the withdrawal request 11 times and always refused. The hacker changed my residential address and now it is no longer modifiable and he certainly added his own card which is probably the one that KYC asks me to verify despite having already said many times that it wasn't mine. I ask for help because now there is no longer €640 but €1100 in my account. I would just withdraw and never play on this site again.

Mi hanno hackerato l’account, me ne sono accorto dopo aver effettuato la richiesta del prelievo ben 11 volte e sempre rifiutata. L’hacker ha cambiato il mio indirizzo di residenza ed ora non è più modificabile e sicuramente ha aggiunto una sua carta che è probabilmente quella che KYC mi chiede di verificare nonostante abbia già detto molte volte che non era mia. Chiedo aiuto perché ora non sono più 640€ ma 1100€ sul mio conto. Vorrei solo prelevare e non giocare mai più su questo sito.

Do I understand correctly that the hacker has changed your residential address inside your casino account and added his own credit card to withdraw your winnings?

Is there any relevant communication that you could forward to petronela.k@casino.guru?

the hacker problem has been "solved", in the sense that they were wrong to change my address, but the fact remains that their system links a credit card that is not mine to my account. And therefore I am unable to request the withdrawal because I should verify this card, which I repeat is not mine. I have sent my bank statement to prove that the transactions on my account were made from my only card. I hope it will be resolved as soon as possible because there are €2,400 on my account.

il problema hacker è stato "risolto", nel senso che avevano sbagliato loro a modificare il mio indirizzo, ma rimango il fatto che il loro sistema collega una carta di credito non mio al mio account. E quindi sono impossibilitato nel richiedere il prelievo perché dovrei verificare questa carta, che ripeto non mia. Ho mandato il mio estratto conto per provare che le transazioni sul mio account sono state fatte dalla mia unica carta. Spero si risolva il prima possibile perché sul mio account ci sono 2400€.

Thank you very much, accetturafederico, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello accetturafederico,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case, and I would like to invite MyStake Casino to join the conversation and participate in the resolution of this complaint.

Dear MyStake Casino,

Can you please advise if any possible system issues could have occurred on your side? If the player claims the credit card is a 3rd party's one and that there is not a single deposit made from this card, do you have any evidence that would prove the opposite?

Thank you in advance for your cooperation.

Best wishes,

Tomas

Hello,

As we have checked, the user has already verified his credit cards. His withdrawal is being processed right now. We kindly ask him to wait till the transaction is done.

Best regards,

Thanks, MyStake Casino, for providing the information.

Dear accetturafederico,

Could you please update us once you have received the payment?

Thank you.

Kind regards,

Tomas

Dear accetturafederico,

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 all,

Even though we assume that the issue has been resolved, without a confirmation from accetturafederico, we are forced to reject this complaint.

The player can reopen this complaint anytime.

Kind regards,

Tomas