MyStake Casino - Der Spieler hat Mühe, die Kontobestätigung abzuschließen.

Hello together,

First of all my German is not that good I hope you understand me. I can't withdraw my money because KYC from Mystake means I use two credit cards although I only have one when withdrawing, I had to take 6-12 hours. Waiting and in the end it was rejected because they wanted me to verify my credit card, so I did this and suddenly they said I should also verify the other credit card.

I thought about it and wasn't sure, then I contacted my bank and asked: How many credit cards do I have? and if a credit card matches that number (The second credit card from Mystake support to verify and I don't know about it), but my bank advisor said he can't find any credit card of mine that has that number, so I have mystake Contacted again and asked send me a picture of how much I have already deposited from this card and what date it was, but they said no we cannot give you such information. Then I contacted "Interkassa Payment System". Interkassa comes automatically as a payment method for me and the currency is (EUR) when I select "Master Card" payment method. I asked Interkassa please give me a history of my payment at Mystake. Support meite this is your payment history from your "Mask Card" I didn't know what that is. I was investigating that it should be something with security reasons for your privacy so that you don't use your own credit card numbers. They gave me a payment history that matches my credit card exactly but the credit card numbers don't match. It's the very credit card that Mystake wants me to verify. I am helpless I have no idea about this "Mask Card".

Hallo Miteinander,

Erstmal mein Deutsch ist nicht so gut Ich hoffe ihr versteht mich. Ich kann mein geld nicht auszahlen lassen weil KYC von Mystake meint Ich benutze zwei Kredit Karte obwohl nur einen habe bei Auszahlen musste Ich 6-12std. Warten und am schluss wurde es Abgelehnt weil die wollten Das Ich meine Kredit Karte verifiziere also habe ich dies gemacht und aufeinmal meinten die Ich sollte die andere Kredit Karte auch noch verifizieren.

Ich habe nachgedacht und war mir unsicher dann habe ich mein Bank Kontaktiert und Fragte: Wie viele Kredit Karten habe? und ob eine Kredit Karte mit diesen nummer (Die zweite Kredit Karte von Mystake support um zu verifizieren und Ich nichts davon weiss) übereinstimmt, Aber Mein Bank Berater meinte er kann keine Kredit Karte von mir finden die so eine nummer hat, Also habe ich Mystake wieder Kontaktiert und fragte Schickt mir doch ein Bild wie viel ich schon von dieser Karte eingezahlt habe und in welcher Datum dies war, Aber die meinten nein wir können Ihnen nicht Solche Informationen geben. Dannach habe ich „Interkassa Payment System" Kontaktiert. Interkassa kommt bei mir automatisch als Zahlungmethode und die Währung ist (EUR) wenn Ich „Masterkarte" Zahlung Methode auswähle. Ich fragte Interkassa Bitte gibt mir eine History von meiner Zahlung bei Mystake. Support meite das ist Ihr Zahlung history von Ihr „Mask Card" Ich wusste nicht was das ist. Ich habe nachgeforscht das es irgendetwas mit Sicherheitsgründen für deine Privatsphäre sein sollte damit man nicht seine eigene Kredit Karte Nummern benutzt wird. Die gaben mir eine Zahlung History Die genau übereinstimmt wie meine Kredit Karte aber Die Kredit Karten Nummern stimmen nicht. Es ist genau der Kredit Karte die Mystake von mir will das Ich dies verifizieren soll. Ich bin Hilflos Ich habe keine Ahnung vo dieser „Mask Card".

Dear yalooo313,

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 unfamiliar credit card seems to be the only obstacle standing between you and your winnings? Has the rest of your documents been approved?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Yes that's right I verified all other things. It's just the credit card problem.

Hallo Kristina,

Ja das ist richtig Ich habe all andere sachen verifiziert. Es ist nur das Problem mit der Kredit Karte.

Thank you very much yalooo313 for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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, yalooo313,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite MyStake Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear MyStake Casino Team,

Could you please state the reason why the player's account has not been verified yet? Is only verification of the mentioned virtual card ("mask card") an issue? What steps should the player take in order to successfully verify their account?

Thank you in advance for providing the information.

Hello Branislav,

The user has provided the relevant proof. So the card that the player used was successfully verified.

Regards,

Good news. Thank you very much for the update.

Dear yalooo313,

Can you please confirm your casino account is fully verified and that you are able to withdraw your funds?

Dear Branislav,

Thank you for your support, I have withdrawn something as a test let's see if the casino rejects or confirms it is still in the process.

Lieber Branislav,

Vielen Dank für deine Unterstützung, Ich habe so als test etwas abgehoben mal schauen ob Die Casino das ablehnt oder bestätigt Es ist noch im Prozess.

The "test" amount has been approved and is in my account.

thank you again

Nice day

Der „test" betrag wurde genehmigt und ist in mein Konto.

Vielen Dank nochmals

Schönen Tag

Great news! Thank you, yalooo313, for confirming and for using the Casino Guru complaint resolution centre. I am very glad your verification was completed and you are able to collect your winnings. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you too, MyStake Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru