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Hi. I have an account on mystake.com I have submitted all the documents they wanted and a video verificaton. Now my account seems to be frozen I can log in and see my money 3200 euros but can't bet deposit or withdraw money. Feels like I won't be able to play or touch the money. Has anyone else had this happen to them? On their live chat they say that there is no danger but that they are verifying my account and then everything is locked until the account is verified. Hope I haven't been blown and how long can it take before I can bet and finally withdraw. Has anyone else had this happen to them? Etc. Ozze22

Hej. Jag har ett konto på mystake.com jag har skickat in alla dokument som dom ville ha samt en video verificaton. Nu verkar mitt konto vara fryst jag kan logga in och se mina pengar 3200 euro men kan inte betta sätta in eller ta ut pengar. Känns som att jag inte kommer att kunna spela eller röra pengarna. Är det något mer som har råkat ut för detta. På deras livechat säger dom att det inte är någon fara utan att dom håller på att verifiera mitt konto och då är allt låst tills kontot är verifierat. Hoppas att jag inte har blivit blåst och hur länge kan det ta innan jag kan betta o tillslut göra uttag. Är det någon mera som har råkat ut för detta? Mvh Ozze22

Hello,

I'd personally say that this is a good approach from the casino.

When your account is frozen, you can't lose your balance no matter how long the verification will take.

Try to stay calm and make a preparation for the upcoming video call. Refresh some details about your account and gaming history like:

When you registered your account, what payment option you used for deposits, how many times you deposited, and what games did you play.

Casinos usually opt for video calls when further verification is necessary, I guess there are some similarities with other players, so the casino simply has to be sure that it was you who played and made deposits - it is much easier than email exchange 🙂. 

Try to answer the questions honestly and you'll be fine.

Anyway, when is the verification call scheduled, please? Let me know how it went.

Hi Radka. . I have made an account on mystake

com and submitted a final verification video. I received an SMS from swedbank Hello, we suspect fraudulent transactions on your bank card with the last four digits 2969. Please call 08-58595222 immediately. Greetings Swedbank and Sparbankerna. The old card that I put the money in is blocked and now I have sent them an email that my card is blocked and that I will get a new card tomorrow before this I had sent in 2 videos with all my information that they needed now I hope they get in touch with me and understand my situation, I thought I would send them a new verification video with my new card tomorrow and the information that you need to say in the video in English. I actually want to deposit 20 euros with my new card so they can see that the deposit is with the new card, but can't do anything as my account is frozen as it is verified with my old card which is blocked. I chatted with them in the live chat but they can't say anything about how their kyc works. I just want to be honest with them on the live chat and kyc. I have shown them the sms from swedbank on the live chat but they have nothing to say and then I sent this sms from swedbank to mystakes kyc so they know about this. What do I do if they don't write back I can log in to my mystake login and get to their site but I can't bet or do anything else as it says my account is under verification. Should I send another verification video with my new card tomorrow? Have told kyc on mystake what happened to me but get no reply. The live chat couldn't help me as they say we have no contact with their kyc. I hope all goes well. How long does a kyc video verification take? I'm worried that I won't be able to make any withdrawals despite the 3200 euros I have in my gaming account, quite a lot of money. They have sepa payout but as I said right now I can't do anything it seems or maybe it's that it takes time with the video verification? Some in here say it can take up to 6 months, which I think is strange. All my details are approved only video verification remains which I have submitted. Now it's just the new card that I'm worried about because I haven't put any money in with that card. What do you think I should do since my account is frozen?, but that I can still log in and see my money but not bet or do anything else on their website when I'm logged in. I have not made a withdrawal of 3200 euros yet. Hope you can help me. I got a reply from them today on kyc mystake they said this Greetings,

Relevant team has reviewed your video, but since credit card numbers are not visible, they requested to resend it. Please make sure that we can see the first 6 and last 4 digits of the credit card

Best Regards,

Kylie

Mystake KYC Team

But I have written to them about this and told kyc mystake regarding the card which is now blocked because I was exposed to fraud I want to be honest with them and not lie I wrote like this to kyc and the question is if they want to see my old master card that is blocked that I deposited the money with or the new card that I received? Haven't received an answer to that. Do you think you should send in a new video verification tomorrow, this is how I wrote to them: Hi Kyc. My bank has sent me an sms you can translate this in google translate. Its in swedish

Hello, we suspect fraudulent transactions on your bank card with last four digits 2969. Please call immediately 08-58595222 . Greetings Swedbank and Sparbankerna......Hi Mystake. now something has happened with my mastercard. Someone has succeeded in withdrawing money from my account with my mastercard with which I deposited money with you, I called my bank Swedbank and they told me that they have to block my card and they have done so. I will get a new card tomorrow or Thursday I have sent a video verification with the old card and received all my other documents are approved for me to withdraw. What do we do now? for example, I can't make another small deposit with my new card that I'm going to get so that you can see that I've deposited money with that new card i will get I'm completely honest with you and have nothing to hide. my account is frozen with you, the documents about my bank account and everything else is as it should be as well as the ID and its me at the video verification. How will we solve this now? Idont wont to lie for you because iam an honest guy should I sent a picture with my new card front and backside and then a new video verification too you or how should we do iam in shock now my self i must go to the police station and make a police report My card which I have deposited at you is blocked. Im sorry for this i hope u belive in me it was a company tiktok dublin ho have made withdrawals from my account for 161 euros. Best regards özkan omerov .Had good radka.we hear from mvh özkan

Hej radka.  . Jag har gjort ett konto på mystake

com och skickat in ett sista verifiering video. Jag fick ett sms ifrån swedbank Hej, vi misstänker bedrägliga transaktioner på ditt bankkort med fyra sista siffror 2969. Vänligen ring genast 08-58595222. Hälsningar Swedbank och Sparbankerna. Det gamla kortet som jag satte in pengarna är spärrat och nu har jag skickat in ett mail till dom att mitt kort är spärrat och att jag kommer att få ett nytt kort imorgon innan detta hade jag skickat in 2 videon med alla mina uppgifter som de behövde nu hoppas jag att dom hör av sig till mig och förstår min situation tänkte skicka in en ny verificaton video med mitt nya kort imorgon till dem och de uppgifterna som man behöver säga i videon på engelska. Jag vill egentligen sätta in 20 euro med mitt nya kort så att dom kan se att insättningen är med det nya kortet, men kan inget göra då mitt konto är fryst i och med att det verifieras med mitt gamla kort som är spärrat. Jag chattade med dom i livechatten men dom kan inte säga något om hur deras kyc jobbar. Jag vill bara vara ärlig mot dom på livechatten och kyc .Jag har visat dom smset ifrån swedbank på livechatten men dom har inget att säga och sedan skickade jag detta smset ifrån swedbank till mystakes kyc så att dom vet om detta. Vad gör jag om dom inte skriver tillbaka jag kan logga in på mitt mystake login och kommer in på deras sida men jag kan inte betta eller göra något annat då det står att mitt konto är under verifiering. Ska jag skicka ett nytt verifierings video med mitt nya kort imorgon? Har berättat för kyc på mystake vad som hänt mig men får inget svar. Livechatten kunde inte hjälpa mig då de säger att vi inte har någon kontakt med deras kyc. Jag hoppas att det går bra. Hur lång tid tar en kyc video verificaton? Jag är orolig att jag inte kommer att kunna göra något uttag det är trotsat 3200 euro som jag har på mitt spelkonto, rätt mycket pengar. Dom har sepa utbetalning men som sagt just nu kan jag inte göra något verkar det som eller kanske är det så att det tar tid med video verificationen? Vissa här inne säger att det kan ta upp till 6mån vilket jag tycker är konstigt. Alla mina uppgifter är godkända bara video verificaton återstår som jag har skickat in. Nu är det bara det nya kortet som jag är orolig för för jag har inte satt i några pengar med det kortet. Vad tycker du att jag ska göra i och med att mitt konto är fryst?, men att jag ändå kan logga in och se mina pengar men inte betta eller göra något annat på deras hemsida när jag är inloggad . Jag har inte gjort något uttag på 3200 euro ännu. Hoppas ni kan hjälpa mig. Jag fick ett svar av dom idag på kyc mystake dom sa så härGreetings,

Relevant team has reviewed your video, but since credit card numbers are not visible, they requested to resend it. Please make sure that we can see first 6 and last 4 digits of the credit card

Best Regards,

Kylie

Mystake KYC Team

Men jag har skrivit till dom om detta med och berättat för kyc mystake angående det kortet som nu är spärrat för att jag utsatts för bedrägeri jag vill vara ärlig mot dom o inte ljuga jag skrev så här till kyc och frågan är om dom vill se mitt gammla mastercard som är spärrat som jag satte in pengarna med eller det nya kortet som jag fått? Har inte fått svar på det. Vad tror du ska skicka in ett nytt video verificaton imorgon så här skrev jag till dom:Hi Kyc. My bank have sent me an sms you can translate this in google translate. Its in swedish 

Hej, vi misstänker bedrägliga transaktioner på ditt bankkort med fyra sista siffror 2969. Vänligen ring genast 08-58595222. Hälsningar Swedbank och Sparbankerna......Hi Mystake. now something has happened with my mastercard. Someone has succeeded in withdrawing money from my account with my mastercard with which I deposited money with you, I called my bank Swedbank and they told me that they have to block my card and they have done so. I will get a new card tomorrow or Thursday I have sent a video verificaton with the old card and received all my other documents are approved for me to withdraw. What do we do now? for example, I can't make another small deposit with my new card that I'm going to get so that you can see that I've deposited money with that new card i will get I'm completely honest with you and have nothing to hide. my account is frozen with you, the documents about my bank account and everything else is as it should be as well as the ID and its me at the video verificaton. How will we solve this now? Idont wont to lie for you because iam a honest guy should I Sent a picture with my new card front and backside and then a new video verificaton too you or how should we do iam in shock now my self i must go to the police station and make a police report My card wich I have deposit at you is blocked. Im sorry for this i hope u belive in me it was a company tiktok dublin ho have made withdrawls from my account for 161 euro. Best regards özkan omerov .Hade bra radka.vi hörs mvh özkan

As I said, they want to see my bank card more clearly and I can do that without any problems in a new video verification, I just hope they understand that my old card is blocked with which I made deposits and now I have received a new card from Swedbank. Should I show them the old card more visible with front and back so they can see the numbers or should I show them the new card with which I have not made any deposit? Because I want to be honest with them so they don't think I'm deceiving them in any way. Maybe I should send a video and tell them that my old card is blocked, as I wrote in the first email that you can also read. It has come to be resolved with the verification. They can certainly if they want to check with swedbank my bank, that is, that my old card is blocked due to fraud against me. Thank you for taking your time and wanting to help me. I got the answer to show my mastercard more clearly with the numbers today from mystake Kyc

Dom vill som sagt se mitt bank kort tydligare och det fixar jag utan problem i ett nytt video verificaton hoppas bara dom förstår att mitt gammla kort är spärrat som jag gjort insättningar med och nu har jag fått ett nytt kort från swedbank. Ska jag visa dom det gamla kortet mer synligare med fram och baksida så att de kan se siffrorna eller ska jag visa dom det nya kortet som jag inte har gjort någon insättning med? För jag vill vara ärlig mot dom så dom inte tror att jag lurar dom på något sätt. Kanske ska jag skicka en video o berätta det för dom att mitt gamla kort är spärrat som jag skrev i det första mailet som du oxå kan läsa. Det kommet att lösa sig med verificatonen. Dom kan säkert om dom vill kolla upp med swedbank min bank alltså att mitt gamla kort är spärrat pga bedrägeri mot mig. Tack för du tar din tid och vill hjälpa mig. Svaret på att visa mitt mastercard tydligare med siffrorna fick jag idag av mystake Kyc

I registered my account on mystake At the beginning of November I deposited money from time to time I verified my account picture of me my card front and back and my email so I could make withdrawals and then they wanted a video verification of me with a picture and a sheet with my mastercard card front and back username date and year month on video and what betting page I play on what is it called. No difficulties. And this is the answer I got from them on kyc mystake today: Greetings,

Relevant team has reviewed your video, but since credit card numbers are not visible, they requested to resend it. Please make sure that we can see the first 6 and last 4 digits of the credit card

Best Regards,

Kylie

Sorry if these emails are a bit upside down for you to read but I think what I mean in the template. Otherwise, just ask with questions and I will answer you😊 thank you once again for helping me and giving me tips. As I said the live chat can't answer these questions when I tell them that my old card that I used for deposit is blocked due to fraud and that I now have a new card but they just say kyc will send you requests if they need more information . My account was frozen yesterday after 2 pm in everything except that I can log in to the site and see my balance without problems. Etc. özkan. I hope you can connect my emails to you and arrive at what I want to say to you, but I think you probably understand what I want to say, you care. Have a good time mvh özkan

Jag registrerade mitt konto på mystake I början på november satt in pengar då och då jag verifierade mitt konto bild på mig mitt kort fram och baksida och min email så jag kunde göra uttag och sedan ville dom ha en video verificaton på mig med bild och ett blad med mitt mastercard kort fram och baksida användarnamn datum och år månad på video samt vad bettingsidan som jag spelar på vad den heter. Inga svårigheter. Och detta svar fick jag av dem på kyc mystake idag:Greetings,

Relevant team has reviewed your video, but since credit card numbers are not visible, they requested to resend it. Please make sure that we can see first 6 and last 4 digits of the credit card 

Best Regards,

Kylie

Ursäkta om dessa mailen blir lite upp och ner för dig att läsa men jag tror vad jag menar i mallen. Annars är det bara fråga på med frågor så kommer jag svara dig😊 tack ännu en gång att du hjälper mig och ger mig tips. Som sagt livechatten kan inte svara på dessa frågor när jag berättar för dom att mitt gamla kort som jag använt för insättning är spärrat pga bedrägeri och att jag nu har ett nytt kort men dom säger bara kyc kommer att skicka dig förfrågningar om de behöver mera information. Mitt konto blev fryst igår efter kl 14 tiden i allt förutom att jag kan logga in på sidan o se mitt saldo utan problem. Mvh özkan. Hoppas du kan koppla i hop mina mail till dig och komma fram till det jag vill sägs till dig men jag tror nog att du förstår vad jag vill säga roll dig. Ha det bra mvh özkan

Ozze22, try to calm down 🙂

What happened to you with the debit card is unfortunate, and it certainly affects the ongoing KYC, but it does not mean that it's lost cause.

I believe that you did everything to explain the situation to the casino. I would now wait for them to sort things out and reach out to you. Solving this trouble will require good cooperation and the casino has to understand what has happened first, it will take some time, so be prepared to wait a bit.

I'd give the casino a few more days, let's say till Monday (weekend excluded), and then I would try to ask about further progress or instructions.

Don't worry though, If you ever feel that the communication does not work and the problem can't be solved, we'll help you out. Kindly check this guide about how it works.

Let me know about any updates, otherwise, I'll check on you on Monday - is it ok for you?

Hi Radka, I'm taking it easy. I have sent in 2 videos from the beginning, one with all the information that I gave you in the previous email, the 2nd video will be because you have to send in the back and front of the bank card. Yesterday I received this email from them Greetings,

Relevant team has reviewed your video, but since credit card numbers are not visible, they requested to resend it. Please make sure that we can see the first 6 and last 4 digits of the credit card

Best Regards,

Kylie

But the question is, is it the new or old card? In an email before this, I told them what happened to my previous card with which I deposited money. Which card should I send the video with? That's what I'm wondering about. It will work out😊 thanks again. Etc. özkan

Hej Radka, jag tar det lungt. Jag har in skickat 2 videon från början ett med alla uppgifter som jag uppgav till dig i det förra mailet 2 videon blir det för att man måste skicka in bak o framsida på bank kortet. Igår fick jag detta mailet ifrån dom Greetings,

Relevant team has reviewed your video, but since credit card numbers are not visible, they requested to resend it. Please make sure that we can see first 6 and last 4 digits of the credit card 

Best Regards,

Kylie

Men frågan är om det är det nya eller gamla kortet? Jag har i ett mail innan detta berättat för dom vad som hänt med mitt förra kort som jag har satt in pengar med. Vilket kort skall jag skicka in videon med? Det är det jag undrar över. Det kommer att lösa sig😊 tack återigen. Mvh özkan

I have sent them 2 new videos right now so they can se my back and front side on my blocked card. Now I showen them the card numbers better. Thank you again radka that you will help me😊 your the best👍👍 and iam calmed down i promis me😊 iam a very trustfull person and this with my blocked card now have never happend me before. Have a nice day. Vi hörs. Försökte att skicka dig videon eller papper, men det går inte. Hur gör man det?

Dear Ozze22,

now we need you to help us 🙂, Nick asked you to provide a more detailed explanation via your complaint thread, so it would be nice, if you could describe let's say the timeline of this matter and answer all his questions.

Resending the emails from the casino would also help.

All you have to do now is to click/tap this link, and update Nick as asked.

Thank you in advance😉

PS: we are an independent website hence we do notu sualy engange in video calls with our members. We can stay in touch here on the forum. 👍

Hi Radka. Promise to write all information to nick and you that I have from mystake. I'm just waiting and seeing what kind of response I get from them in the last 2 video emails I sent them. They said they had received the 2 new emails yesterday and will look at them. We'll see you at the beginning of next week. I try to send pictures and documents when I click on picture or video above but it doesn't work or am I doing something wrong? Have a nice weekend and stay well. We are heard and seen. Mvh özkan again thanks for the help

Hej Radka. Lovar att skriva all information till nick och dig som jag har ifrån mystake. Jag bara väntar och ser vad jag får för svar av dom i de sista 2 video mailen som jag skickade till dem. De sa att de hadde fått de 2 nya mailen igår och ska titta på dem. Vi hörs ibörjan på nästa vecka. Jag försöker att skicka bilder och dokument när jag trycker på bild eller video i ovanför men det går inte eller är det så att jag gör något fel? Ha en fortsatt trevlig helg och ha det bra. Vi hörs och syns. Mvh özkan återigen tack för hjälpen

Hi Ozze22,

thank you for the update, the way I see it, we will soon next week then. 🤞👍

For the regular post, you can insert only a picture, so do not try to upload the video - it would not work. You can only insert video as a link leading to a web source, no direct physical video format is supported - no way to upload such a file.

As goes for Nick, send him the video by email, please.

Have a great Sunday 😉!

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Support Agent 01:46 PM

Welcome to MyStake!

Hello, this is Adriana. How may I assist you today?

OZKAN OMEROV 01:47 PM

Hi Adriana. How are u today?

I have a question about my video verificaton

Ive sent 2 new videos verificaton on Thursday....Greetings,

Relevant team has reviewed your video, but since credit card numbers are not visible, they requested to resend it. Please make sure that we can see first 6 and last 4 digits of the credit card

Best Regards,

Kylie

I showen them all the information and the card numbers better so they saw the numbers betters.

Support Agent 01:51 PM

If previous video is wasn't appropriate. kindly, try to send a new one

Make sure it is in good quality and car numbers are fully shwon

*shown

OZKAN OMEROV 01:53 PM

I have sent 2 new videos that the numbers no is perfekt and them can see them without problems. But I have not got any answer yet. How long can it take the process?

It was in Thursday I send the 2 new videos

Support Agent 01:56 PM

I can't tell you the exact time frame. You can contact our KYC team for any kind of an update by email

OZKAN OMEROV 01:56 PM

Ok

Is that the email that I sent my videos?

Support Agent 01:59 PM

Yes, KYC team is responsible for such issues

OZKAN OMEROV 02:00 PM

Ok then I know. Do they work everyday or monday to friday?

Support Agent 02:01 PM

We work 24.7

24/7

OZKAN OMEROV 02:02 PM

Ok then I contact them. Thanks for ure help. Have a nice day

Read

I hope this will be solved in short time so I can deposit withdrawl and bet because my account is freezed I can only login.

Have a nice day best regards özkan

Delivered

I have talked with the livechat now ive got information now you can read it in the text over

Hi Kyc.

I have a question for you. I sent you 2 new video verifications last Thursday regarding this which you wanted to see better. I just wanted to see how far you have come in my case? my account is frozen all I can do is log in but nothing else I can see my balance. I wonder when I can start betting, depositing money and withdrawing money. I'm not a shady person😊 I'm an honest and honest petson, I have nothing to hide from you, but now it's starting to drag on. want to start betting again. would be happy if I could get a response from you soon about my case. I have done everything to prove to you regarding the documents. I think I want to stay and bet with you on mystake.

mvh özkan

Hello Özkan,

First of all, kindly stop sharing your full name and credentials so publically, it is not safe. 😉

Secondly, now that the complaint is running, I guess that Nick would need some time to go through that all. 

Honestly, I believe there is no point in informing the casino about things that they know or are not so crucial at this point (frozen account, betting, honest person...), in your last post, I'm missing the explanation about what has happened with your card. This is what you should explain instead.

Anyway, give Nick some time, the whole complaint team is pushing their limits, so the progress may be a bit slower. 🙏

Nu förstod jag. Jag tryckte på inlägg, jag skulle ha skrivit på svara till dig. Hi Kyc. My bank have sent me an sms you can translate this in google translate. Its in swedish 

Hej, vi misstänker bedrägliga transaktioner på ditt bankkort med fyra sista siffror 2969. Vänligen ring genast 08-58595222. Hälsningar Swedbank och Sparbankerna......Hi Mystake. now something has happened with my mastercard. Someone has succeeded in withdrawing money from my account with my mastercard with which I deposited money with you, I called my bank Swedbank and they told me that they have to block my card and they have done so. I will get a new card tomorrow or Thursday I have sent a video verificaton with the old card and received all my other documents are approved for me to withdraw. What do we do now? for example, I can't make another small deposit with my new card that I'm going to get so that you can see that I've deposited money with that new card i will get I'm completely honest with you and have nothing to hide. my account is frozen with you, the documents about my bank account and everything else is as it should be as well as the ID and its me at the video verificaton. How will we solve this now? Idont wont to lie for you because iam a honest guy should I Sent a picture with my new card front and backside and then a new video verificaton too you or how should we do iam in shock now my self i must go to the police station and make a police report My card wich I have deposit at you is blocked. Im sorry for this i hope u belive in me it was a company tiktok dublin ho have made withdrawls from my account for 161 euro. Best regards Ozze22

Hämta Outlook for Android

I wrote this to them a while ago. I haven't heard back from their kyc since last Thursday since I submitted the 2 new videos

Detta skrev jag till dom för ett tag sedan. Jag har inte fått något svar ifrån deras kyc sedan i torsdags sedan jag skickade in de 2 nya videona

I wrote to them on December 7th about my card being blocked and I have a police report that I received from the police... but I think it's strange that they still don't respond. At least they can answer, I think. It feels a bit like I've lost over 30000 sek for nothing😢😢 But I still hope that my money is there and that I will get it

Det skrev jag till dom den 7 december angående mitt kort som blev spärrat samt har jag en polisanmälan som jag fått ifrån polisen...men jag tycker att det är konstigt att dom inte svarar ändå. Dom kan ju iallafall svara tycker jag. Det känns ju lite som jag har förlorat över 30000 sek för ingenting😢😢 Men jag hoppas fortfarande på att mina pengar finns och att jag kommer att få dem

I've sent all the information to nick, I hope it's not public, I didn't know you could send answers to you in this way, sorry just in case. Can you check with Nick if he can change what I have written to him in non public.

Jag har skickat all information till nick, hoppas att det inte är offentliga där med, jag visste inte att man kunde skicka svar till er med på detta sättet, förlåt isåfall. Kan du kolla med nick om han kan ändra det jag har skrivit till honom i icke offentliga.

Hello, don't worry.

We would never show any sensitive information publicly. At first, Nick goes through the posts you sent to the complaint thread and then he decides what should be accessible only, privately. Before then only you, Nick, and the admins can see it.

On the other hand, forum posts are public so you should be careful with what you share right here 😉

I guess we should now wait for your complaint to develop further.