MyStake Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

Hi good morning, I've been trying to withdraw this blessed sum from the site for days but it won't let me withdraw with SEPA because I don't have other cards or bank accounts. It tells me to verify the profile, a moment later it tells me profile verified but it still won't let me withdraw.

At first it asked me for my residence document and blocked it anyway, now it doesn't ask me anymore, it tells me profile verified and it doesn't let me withdraw the money, I'm looking for help please because I don't know how to ask for help

Salve buongiorno sono giorni che provo a ritirare questa benedetta somma dal sito ma non mi fa prelevare con sepa perchè non ho altre carte o conti bancari mi dice di verificare il profilo un istante dopo mi dice profilo verificato ma non mi fa ritirare lo stesso.

All inizio mi chiedeva il documento di residenza e me lo bloccava lo stesso adesso non me lo chiede piú mi dice profilo verificato e non mi fa ritirare i soldi cerco un aiuto per piacere perchè non so a chiedere aiuto

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Fratimo97,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account.

To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Have you made any successful withdrawals before?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation

Best regards,

Attila G.

A week ago I tried to withdraw with bitcoin and yesterday I was refused another withdrawal method

Una settimana fa ho provato a prelevare con bitcoin e nt ieri mi è stato rifiutato un altro metodo di prelievo

You see, it comes out like this but it doesn't let me withdraw with SEPA

Vedete mi esce cosi ma non mi fa prelevare con SEPA

Well, don't answer me anymore.

Mbe non mi rispondete piú

Dear Fratimo97, thank you for your response. Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Well, don't answer me anymore.

Mbe non mi rispondete piú

I've been contacting you for days but you're not helping me, let me know thanks and have a good day

Sono giorni che vi sto contattando ma non mi state aiutando fatemi sapere grazie e buona giornata

Dear Fratimo97, thank you for your response. Do I understand correctly that the failure of your latest withdrawal was due to an invalid cryptocurrency payment address? Have you proceeded with any further withdrawal attempts? If so, could you please attach a screenshot of your pending withdrawals?

Thank you for your patience and cooperation.

The withdrawals I tried to make were cancelled and I sent the screenshots. I have been asking for your help for a week but the problem is not the delay in withdrawing the money, the problem is that it does not let me withdraw the money with any withdrawal method.

I prelievi che ho provato a fare sono stati annullati e ho mandato gli screenshot è una settimana che sto chiedendo il vostro aiuto ma il problema non è il ritardo del prelievo il problema è che non mi fa ritirare i soldi con nessun metodo di prelievo

Dear Fratimo97,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Dear Fratimo97,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from MyStake Casino to join this conversation and assist in addressing the complaint.

Dear MyStake Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello Fratimo97,

The Crypto payment address you entered in the withdrawal form is not valid. Please correct it and then request a withdrawal.

Kind regards

Can you explain to me how to do it because I don't understand what it means if I have to enter my Postepay IBAN or my current home address?

Mi spiegate come si fa perchè il mio indirizzo di pagamento non ho capito cosa significa se devo mettere il mio iban della Postepay o devo mettere il mio indirizzo di casa attuale??

Now I have another residence in another city different from the one I wrote at the beginning. Does this affect the withdrawal situation? If so, how do I change my residence at the casino?

Adesso ho un altra residenza in un altra cittá diversa da quella che ho scritto all inizio influisce nella situazione del prelievo??se è si come si fa a cambiare la residenza sul casino??

Dear Fratimo97,

Thank you for your response.

Could you please provide us with the correct cryptocurrency wallet address to which you would like to withdraw your funds? It appears there may have been a misunderstanding, as a crypto wallet address and an IBAN are two entirely different things.

Additionally, could you please confirm whether you have previously made any deposits to the casino using cryptocurrency? This information will help us better understand the situation and assist you further.

We look forward to your response.

I have never made deposits with cryptocurrencies and I do not have a cryptocurrency address. I have only tried to withdraw with cryptocurrencies but I would like to withdraw with the traditional method with SEPA that I receive the money on the card tells me to verify the profile then the green tick appears to say that my profile is verified and it does not let me withdraw.

Non ho mai fatto depositi con criptovalute e non ho un indirizzo di criptovalute ho solo provato a prelevare con criptovalute ma io vorrei prelevare con il metodo tradizionale con SEPA che mi arrivano i soldi sulla carta mi dice di verificare il profilo poi mi esce la spunta verde per dire che il mio profilo è verificato e non mi fa prelevare

I tried the cryptocurrency method because no withdrawal method works for me. I would like to withdraw with the traditional method that the money arrives on my card.

Ho provato il metodo delle criptovalute perchè non mi funziona nessun metodo di prelievo io vorrei prelevare con il metodo tradizionale che mi arrivano i soldi sulla carta

Dear MyStake Casino Team,

Could you please assist the player with withdrawing the remaining funds via card or bank transfer?

We would appreciate it if you could advise on the available options and guide the player through the necessary steps to complete the withdrawal successfully.

We look forward to your response.

Hello,

We have different types of withdrawa method. The user can check it on his withdrawal page.

Kind regards

It's not like that because you are stealing my money and I can't withdraw it. I want to withdraw with Sepa but what the hell are you saying!!!!! You're pissing me off. I will take you to court and I will have the casino closed down if you don't find me a solution because I only have Postepay and the other payment methods are all banking and cryptocurrency systems.

Non è così perché vi state fregando i miei soldi e non li riesco a ritirare io voglio ritirare con Sepa ma che cavolo dite!!!!!mi state facendo incazzare io vi porterò in causa davanti al giudice e ve lo farò chiudere il casinò se non mi trovate la soluzione perchè io possiedo solo la Postepay e gli altri metodi di pagamento sono tutti a sistema bancario e criptovalute

Hello Fratimo97,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you so much for helping me solve this problem.

Grazie l importante che mi aiutate a risolvere questo problema

Dear Fratimo97,

Could you please review the available withdrawal options and provide us with screenshots of them? In particular, could you confirm whether a bank transfer option is available?

We look forward to your response.

no, the bank transfer isn't there if I'm not mistaken, but as soon as I can I'll send you the screenshots

no il bonifico bancario non c'è se non sbaglio comunque appena posso le mando gli screenshot

Can I have an answer please let me know

Si può avere una risposta grazie fatemi sapere

Dear Fratimo97,

Could you please provide us with a screenshot of the available withdrawal methods in your casino account?

This will help us better understand the options currently accessible to you.

We look forward to your response.

These are the withdrawal methods I have at my disposal but not even one of them works because I only have Postepay, I don't have a postal account and I don't have a bank account.

Questi sono i metodi di prelievo che ho a mia disposizione ma non funziona nemmeno uno perchè io possiedo solo la Postepay non ho un conto postale e non ho un conto bancario

Please let me know if you solve this problem, I'm waiting for your reply

Fatemi sapere voi grazie risolvete questo problema attendo una vostra risposta

Dear Fratimo97,

Thank you for your response and for providing the available withdrawal methods.

Would it be possible for you to use one of these options? For example, the SEPA transfer should allow you to proceed by entering your IBAN and the required basic details.

Please let us know whether you were able to submit a withdrawal request using this method, or if you encountered any issues during the process.

We look forward to your response.

With the sepa method I click on it and it says "verify profile" I click on it again and it says profile verified but after that it doesn't let me withdraw and I can "verify profile" again

Con il metodo sepa schiaccio sopra e mi dice "verifica il profilo" schiaccio nuovamente sopra e mi dice profilo verificato però dopo non mi fa prelevare e mi riesce di nuovo "verificare il profilo"

Dear MyStake Casino,

Thank you for your attention.

Could you please assist the player in withdrawing their funds using the SEPA withdrawal method? Your cooperation in facilitating this transaction is much appreciated.

I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Fratimo97,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Stefan

We’ve reopened this complaint at the request of Fratimo97. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Fratimo97,

Could you please let us know whether the issue with your withdrawal is still persisting? If so, we kindly ask you to provide us with details about the problem, including any relevant communication with the casino or screenshots, so we can better understand the situation.

We look forward to your response.

Hello good morning at the beginning the SEPA page for withdrawing did not even appear then later it happened that I tried to withdraw and it made me enter the IBAN and everything that's why after I closed the case because I was convinced that it had gone well then later it tells me that the withdrawal was not accepted because it tells me to enter the address verification but it tells me that it was verified

Salve buongiorno all inizio non mi compariva nemmeno la pagina di SEPA per prelevare poi dopo è successo che ho provato a prelevare e mi ha fatto mettere l iban e tutto ecco perché dopo ho chiuso il caso perchè convinto che fosse andato bene poi successivamente mi dice che il prelievo non è stato accettato perchè mi dice di inserire la verifica d indirizzo però a me dice che è stato verificato

You see, he tells me this and still doesn't let me withdraw.

Vedete mi dice questo e non mi fa prelevare lo stesso

Look above it tells me to verify the address how do I do it??

Guardate sopra mi dice di verificare l indirizzo come si fa??

Do I have to change this address?? Anyway, the withdrawal amount has changed because I continued playing and won 3000 euros and I have to withdraw this amount

Devo cambiare questo indirizzo??comunque l importo del prelievo è cambiato perchè ho continuato a giocare e ho vinto 3000 euro e devo prelevare questo importo

Dear Fratimo97,

Thank you for your response and the information provided.

Dear MyStake Casino,

Could you please assist the player with the withdrawal? Do you require any additional documents from the player, such as proof of address?

We look forward to your response.

Hello,

Yes, as the player tried to withdraw via bank, it is necessary to pass the address verification process.

Dear MyStake Casino,

Thank you for your response.

Could you please confirm whether you have contacted the player regarding the address verification process?

We look forward to your response.

Hello,

Regarding that matter, we have reached out to the user. However, we will provide a more detailed explanation of the procedures.

Kind regards

Dear MyStake Casino,

Thank you for your reply.

Could you please update us on the situation regarding the player's verification process?

We look forward to your response.

Hello,

We reached out to the user to address the matter and provided an in- depth description of how to successfully complete the verification process.

Kind regards

Now I don't need it anymore because I kept playing and lost all the money. I'm going to sue the casino because I've had this money in my account for 6 and a half months and I couldn't withdraw it. You don't behave like this. You're just scammers. I've had that money in my account for 6 months and the casino hasn't been able to resolve the problem. I'm a financier and I'm going to sue you. Let me know!

Adesso non mi serve piú perchè ho continuato a giocare e ho perso tutti i soldi io farò causa al casinò perchè sono 6 mesi e mezzo che avevo questi soldi sul conto e non riuscivo a prelevare cosi non ci si comporta siete solo dei truffatori!!!!!!!!sono 6 mesi che avevo sul conto quei soldi e il casino non è stato in grado di risolvere il problema io sono un finanziere e vi farò causa sappiatelo!!!!!!

Hello Fratimo97,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Fratimo97,

I hope this message finds you well.

I am so sorry to hear that you lost all the funds in the process of verification of your casino account. Would you like to continue with the verification process or you would like to close the complaint?

I look forward to your response.

Dear Fratimo97,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru