MyStake Casino - Играчът не може да предостави исканите документи за проверка на кредитна карта.

Hello, I am essentially facing an issue where I was asked to verify the credit cards used on the site. One of them was successfully verified as it had the name printed on it that matched the document used to create the account. However, I am having trouble with the second one because it doesn't have a name printed on it. I was asked to provide a bank statement showing the deposits made on the site, but unfortunately, this card is not registered in my name but in my parent's name. Also, the bank corresponding to this card only provides yearly bank statements, not the requested last 3 months. I am unsure of what to do next as I cannot provide this statement and therefore it will never get verified. The responses from customer support stated that "the only way to complete the procedure is the bank statement" which as mentioned above, I cannot procure.

I have sent the documents of the cardholder along with a screenshot of the expenditure list from the app that shows the deposit made, but it was not accepted. They specifically requested a bank statement from the last 3 months which as I mentioned, I cannot obtain. Can you help me with this?

Salve, praticamente è successo che mi è stata chiesta la verifica delle carte di credito utilizzate nel sito, una è stata correttamente verificata visto che aveva stampato sopra il nome che coincideva a quello del documento utilizzato per creare l’account. La seconda invece sto avendo dei problemi visto che non ha il nome stampato sopra mi è stato chiesto di fornire un estratto conto dove siano visibili i depositi effettuati sul sito, purtroppo peró questa carta non è intestata a me ma a in mio genitore ed oltre questo la banca inerente a questa carta non fornisce pdf dell’estratto conto degli ultimi 3 mesi ma soltanto annuali. Ora io non so come fare non essendo in grado di fornire questo estratto conto non verrà mai verificata…. Le risposte dell’assistenza sono state proprio che "l’unico modo per completare la procedura è l’estratto conto" che come detto sopra non reperibile.

ho mandato i documenti del possessore della carta piu lo screenshot della lista spese dell’app riguardante il deposito effettuato ma non è stato accettato. Hanno espressivamente chiesto dell’estratto conto degli ultimi 3 mesi purtroppo non reperibile, sapete aiutarmi?

Dear Jiuu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):

 11.   DEPOSITING

The Company does not accept third party payments. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company is not responsible for the lost funds deposited from third party accounts.

Furthermore, please check our Fair Gambling Codex for Players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand.

Could you please advise if your partner is the only legitimate owner of the payment method?

Thank you very much in advance for your reply.

Best regards,

Petronela 

Hi petronella, of course my partner as well as my father is the only legitimate owner of the card, but the problem is not here, I explained this to the casino and he told me to send the card holder's documents to KYC and that there is no would have been problems, the problem is that they ask for a photo of the card where the name and surname of the holder is written, unfortunately this card did not print it and I was asked to send a bank statement containing the name, surname and the last 4 digits of the card, but since the account statement does not contain the last 4 digits I was asked to send an account statement of the last 3 months that contains the deposits on the site, the problem is that the bank only provides account statements for the whole year so this is where I don't know how to do it, I tried to request the bank statement for the last 3 months and I'm still waiting for an answer. So it is probable that if the bank provides me with this account statement, the card will be verified, but despite this, if possible, I would like to be able to eliminate this card not in my name and be enabled for withdrawal procedures using the card in my name and already verified, hoping to speed up times since the bank will provide me with the account statement for the last 3 months probably in 2/3 working days if it is able to provide it.

however, I sent the 2022 card statement to the KYC where the name and surname match those of my father's document, in addition to this, even if the statement does not have the last 4 digits, it also has the IBAN obviously the same as that on the back of the physical card, isn't this enough for verification?

thanks in advance and for the help

Best regards

Salve petronella, certo il mio partner nonchè mio padre è l’unico legittimo proprietario della carta, ma il problema non è qui, ho spiegato questa cosa al casinó e mi ha detto di inviare al KYC i documenti del possessore della carta e che non ci sarebbero stati problemi, il problema è che loro richiedono una foto della carta dove sia scritto nome e cognome del titolare, sfortunamente questa carta non lo ha stampato e mi è stato chiesto di inviare un estratto conto che contenga nome, cognome e le ultime 4 cifre della carta, ma visto che l’estratto conto non contiene le ultime 4 cifre mi è stato chiesto di inviare un estratto conto degli ultimi 3 mesi che contenga i depositi sul sito, il problema è che la banca fornisce solo estratti conti dell’intero anno quindi è qui che non so come fare, ho provato a richiedere alla banca l’estratto conto degli ultimi 3 mesi e sono ancora in attesa di risposta. Per cui è probabile che se la banca mi fornisca questo estratto conto la carta venga verificata, ma nonostante questo se possibile vorrei poter eliminare questa carta non intestata a me ed essere abilitato alle procedure di prelievo tramite la carta a me intestata e già verificata sperando di velocizzare i tempi visto che la banca mi fornirà l’estratto conto degli ultimi 3 mesi probabilmente in 2/3 giorni lavorativi sempre se è in grado di fornirlo.

io comunque al KYC ho inviato l estratto conto della carta del 2022 dove nome e cognome matchano quelli del documento di mio padre, oltre questo anche se l’estratto conto non presenta le ultime 4 cifre presenta l’iban anch’esso ovviamente uguale a quello presente sul retro della carta fisica, non basta questo per la verifica?

grazie in anticipo e per l’aiuto

cordiali saluti

None of the documents that the bank can provide me contains the card numbers, the only solution left is the account statement for the last 3 months where there is the only deposit made with the unverified card mentioned above, I'm not even sure that the bank can you provide me with an account statement for only the last 3 months since I only provide it for the whole year, I don't know what else to do please help me resolve it if possible I would like to eliminate this card, they did not accept any documents although they still report the IBAN on the card physical card and the name and surname of the holder.

i need the money

Thank you

Nessun documento che la banca puó fornirmi contiene i numeri della carta, l’unica soluzione rimasta è l’estratto conto degli ultimi 3 mesi dove è presente l’unico deposito effettuato con la carta non verificata sopra citata, non sono neanche sicuro che la banca possa fornirmi un estratto conto di solo gli ultimi 3 mesi visto che lo fornisco soltanto dell’anno intero, non so cosa altro fare perfavore aiutatemi a risolvere se possibile vorrei eliminare questa carta, non hanno accettato nessun documento nonostante riportino comunque l’iban presente sulla carta fisica ed il nome e cognome dell’intestatario.

ho bisogno dei soldi

grazie

I'm uncertain about how we can provide any help in this situation. If you made deposits at this casino using a card for which you aren't the rightful owner, you're likely to encounter difficulties when trying to withdraw your winnings. We consistently emphasize that players should exclusively use payment methods registered under their own name and engage in gameplay using their personal funds. Given that you've violated this fundamental guideline, I regret to inform you that we won't be able to extend further assistance.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Jiuu,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.