MyStake Casino - Il giocatore non è in grado di ritirare le proprie vincite.

Hi, I've been playing on this site for some time now, never had any problems with deposits or withdrawals, until one day I was asked to email my credit card photos to verify them and so i did. I received a reply email where they said they had verified my card but to complete the verification I had to send a photo of his other credit cards with the figures indicated by them. Given that I have always made deposits and withdrawals with a single card and that I do not have any of the two cards they requested, I decide to write to the assistance, since then only automatically generated answers but my problem continues to be unsolved. to date I find myself having 6,600 euros on my account without being able to withdraw them, I hope you can help me solve the problem.

Salve, gioco su questo sito ormai da un po’ di tempo, non ho mai avuto problemi ne con i depositi ne con i prelievi, fino a quando un giorno mi venne chiesto di inviare via email le foto della mia carta di credito per verificarle e così ho fatto. Mi arriva una email di risposta dove dicevano di aver verificato la mia carta ma per completare la verifica dovevo inviare una foto di altre sue carte di credito con delle cifre da loro indicate. Premesso che ho sempre effettuato depositi e prelievi con una sola carta e che non sono in possesso di nessuna delle due carte da loro richieste decido di scrivere all’assistenza, da allora solo risposte generate automaticamente ma il mio problema continua a non essere risolto. ad oggi mi ritrovo ad avere 6600 euro sul mio account senza poterli prelevare, spero voi possiate aiutarmi a risolvere il problema.

Dear roccobelmonte14,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have always used only one payment method to deposit and withdraw? Did the casino ask for any other documents?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Yes, I only used one payment method, in the emails they ask me to verify cards not in my name that I do not have and obviously I have never used, I hope you can solve the problem

Si io ho solo usato un solo metodo di pagamento, nelle email mi chiedono di verificare delle carte non intestate a me di cui io non sono in possesso e ovviamente non ho mai usato, spero possiate risolvere il problema

To this day they continue to refuse me the withdrawal. I have 7000 euros in my account and I would like to be able to withdraw it because I honestly won it.

Ancora ad oggi continuano a rifiutarmi il prelievo. Ho 7000 euro sul conto e vorrei poterli prelevare perché li ho vinti onestamente.

I have seen that there is a complaint from another player who is having the same problem as me. At this point I assume it is a scam because I have never had a problem withdrawing my winnings before, I don't understand how I can verify a card that I have never used.

Ho visto che c’è un reclamo di un altro giocatore che sta avendo il mio stesso problema. A questo punto presuppongo si tratti di una truffa perché prima d’ora non avevo mai avuto problemi a prelevare le vincite, non capisco come possa verificare una carta che non ho mai usato.

Thank you very much roccobelmonte14 for your reply. I will now transfer your complaint to my colleague Adam (adam.m@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 roccobelmonte14,

I have reviewed your case and will contact the casino to see if I can help.

In the meantime, you mentioned that you have a list of all your deposits and the payment method used, are you able to forward this information to me at my email address, adam.m@casino.guru?

 

We would like to invite MyStake Casino to join the conversation and participate in the resolution of this complaint.

 

Dear MyStake Casino,

 

Are you able to provide any proof that the cards requested for verification have been used in the player's account? It can be posted here or sent directly to my e-mail.

 

Kind regards,

Adam

Of course, I am sending you the card statement with the deposits made on the site highlighted in green and the list of all the deposits made via email because I am unable to send the pdf here.

Certo, ti mando l’estratto conto della carta con evidenziati in verde i depositi effettuati sul sito e la lista di tutti i depositi effettuati via email perché qua non riesco a inviare il pdf.

Hello roccobelmonte14,

I have received the files, thank you for providing the additional information.

Dear MyStake Casino,

The player has provided evidence showing that all the deposits listed in their MyStake account have been made from one bank card, which does not have the same number as either of the two cards you have requested to be verified.

Please respond and clarify the situation.

Kind regards,

Adam

Thanks for the help

Grazie dell’aiuto

I just received an email where they said they had checked the documents, now I have tried to withdraw, I will keep you updated

Ho appena ricevuto una email dove dicevano di aver verificato i documenti, ora ho provato a prelevare, vi tengo aggiornati

Hello casino guru

Investigation process is successfully finished and this player can withdraw his money without any Problems

until the money arrives at the bank account, it may take 2 to 3 business days

thanks for your help

Hello Mystake Casino,

Thank you very much for the update.

Dear roccobelmonte14,

Please keep us informed of any progress with your payment.

Kind regards,

Adam

Dear roccobelmonte14,

Could I ask you to please provide an update on the situation?

Have you now received payment?

Kind regards,

Adam

Yes I managed to withdraw my money, you can file the case as solved

Si sono riuscito a prelevare i miei soldi, puoi archiviare il caso come risolto

Dear roccobelmonte14,

I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam