MyStake Casino - Играчът не може да изтегли печалбите си.

I made the first withdrawal on mystake without any problems, thus verifying my account. Bank transfer arrived the next day. I want to play and win 300 euros. I go to the withdrawal and poof they block everything because there were problems with the account verification. I send the documents to assistance and nothing, still no response for 1 week. How can I do?

Ho effettuato il primo prelievo su mystake senza problemi, verificando dunque il mio account. Bonifico arrivato il giorno dopo. Mi invoglio a giocare e effettuo una vincita di 300 euro. Vado al ritiro e poof mi bloccano il tutto perchè ci sono stati problemi con la verifica dell’account. Invio i documenti all’assistenza e niente,ancora nessuna risposta da 1 settimana. Come posso fare?

Dear Carmela,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Which documents you have provided? Could you please confirm that you provided all the required documents?

Additionally, if there is any 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

I have provided an identity card, bank statement and selfie with the document mentioned above. All sent by email. In short, the same documents as the first verification carried out on the site itself. Still nothing. No one answers me. Useless chat assistance. The same one via email

Ho fornito carta d’identità, estratto conto e selfie con documento prima citato. Inviato tutto tramite email. Insomma gli stesso documenti della prima verifica effettuata sul sito stesso. Ancora niente. Nessuno mi risponde. Assistenza chat inutile. Quella via email uguale

Thank you very much Carmela for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@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.

Thank you for your reply, we hope to be able to solve this problem, which, by reading, unites everyone a little. I don't feel like losing my winnings

Ti ringrazio per la risposta, speriamo di riuscire a risolvere questo problema, che leggendo accomuna un pó tutti. Non mi va di perdere la mia vincita

Hello Carmela,

I looked at your complaint and will do my best to help you. I would like to invite MyStake Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Thank you, I would also like some explanations since I don't understand. Assistance now does not exist

Ti ringrazio, vorrei anche io delle spiegazioni visto che non capisco. L’assistenza ormai non esiste

Now I just got this email, I can't even play on the site. I think they're checking it out, I don't know

Adesso ho appena ricevuto questa email, non posso neanche giocare sul sito. Penso stiano controllando il tutto, non saprei

Hello Viliam,

The user has duplicate accounts. One of them was verified before. So the system detected the second account while attempting the verification and automatically rejected documents.

According to our T&C's , ''Creating multiple Player Accounts by a single Player can lead to termination of all such Accounts. Any returns, winnings, or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us''.

We considered the player's situation, so she will be able to withdraw winnings. Afterward, the second account will be clocked. She is allowed to use just a verified primary account.

If the user repeats the same mistake in the future, all of her accounts will be permanently closed including the verified one.

Dear Casino,

give us instructions what to do in order to keep one player's account active, please.

And how to withdraw the winnings, because I still have everything blocked

E come fare per prelevare la vincita, perchè ho ancora tutto bloccato

Hello,

The user already requested a withdrawal. Therefore the account has been blocked due to being duplicated.

Carmela can only use a primary account from now on. As for the withdrawal, it's being processed for now.

According to our T&C's it takes a maximum of 3 working days.

The problem is that I don't remember having a second account, can you help me? I want to continue playing with you

Il problema e che non ricordo di avere un secondo account, mi potete aiutare? Voglio continuare a giocare con voi

Carmela, please contact our support team via email at support@mystake.com and they will assist you.

Ok, I would like to continue playing with you. Casino guru thanks for the help, thanks mistake, let's see if the transfer arrives and if they'll get my account back

Ok, vorrei continuare a giocare con voi. Casino guru grazie per l’aiuto, grazie mistake, vediamo se arriva il bonifico e se mi farann riavere l’account

I solved with the account, I found the old one !!! Thanks thanks thanks again. I'm just waiting for the transfer to arrive

Ho risolto con l’account, ho ritrovato quello vecchio!!! Grazie grazie grazie ancora. Aspetto solo l’arrivo del bonifico

All solved, transfer arrived immediately. Thanks casino guru

Tutto risolto, bonifico arrivato immediatamente. Grazie guru casinó

Dear Carmela,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru