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Good evening, I uploaded 70 euros to the platform and received various winnings for a total of 3378.68 euros. However after verifying everything they requested on the site, they won't let me withdraw my money saying I need to verify my card. So I sent front and back photos of the card used to purchase on the site but they write me an email where they say I have to verify a card that I don't have and I haven't used.

I have my bank statement (which is the same account where I have to pay the money) where the 70 euros spent on the site and purchased through that account are shown. The card I am being asked to verify does not belong to my account nor have I used it. I also have a document from the bank which certifies which cards I actually own. Asking support I'm told it was great I had bank statements showing that but still I needed to verify that card which doesn't exist. I absolutely want to receive my winnings because it is absurd that I paid through one account and cannot receive the money into that exact same account.

I enclose the December statement showing the purchases made on the site (all top-ups of 10 euros marked as NMXPAYMENTSERVICE), the certification from my bank regarding the cards I own, and the chat made via email with Mystake.

Buonasera, ho caricato 70 euro sulla piattaforma e ho ricevuto varie vincite per un totale di 3378,68 euro. Tuttavia dopo aver verificato tutto quello che richiedevano sul sito, non mi fanno prelevare i miei soldi dicendo che devo verificare la mia carta. Dunque ho mandato foto fronte e retro della carta usata per acquistare sul sito ma mi scrivono una mail dove dicono che devo verificare una carta che non ho e non ho usato.

Ho l'estratto conto della mia banca (che è lo stesso conto dove devo versare i soldi) dove vengono mostrati i 70 euro spesi sul sito ed acquistati tramite quel conto. La carta che mi viene chiesto di verificare non appartiene al mio conto nè l'ho usata. Ho pure un documento della banca che mi certifica di che carte sono effettivamente proprietario. Chiedendo spiegazioni all'assistenza mi viene detto che era fantastico avessi gli estratti conti che mostravano quello ma tuttavia dovevo verificare quella carta che non esiste. Desidero ricevere assolutamente le mie vincite perchè è assurdo che io abbia pagato tramite un conto e non possa ricevere i soldi su quello stesso esatto conto.

Allego l'estratto conto di dicembre dove vengono mostrati gli acquisti fatti sul sito (tutte ricariche da 10 euro segnate come NMXPAYMENTSERVICE), la certificazione della mia banca riguardo le carte che posseggo, e la chat fatta via mail con Mystake.

Dear edoardomassidda02,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Allow me some further questions, so I can understand the situation completely.

Do I understand correctly that verifying your payment method is the only obstacle to completing your verification? Does the casino say which deposit you supposedly made with the card and when you made it? How long are you a player of the casino? Do I understand correctly that the transactions on the bank statement are all the deposits you made in the casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Dear edoardomassidda02,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.