Mystake problems: stuck KYC, pending withdrawals, declined payments

You tap withdraw and the button greys out with a message that your account is still being checked, and the sum never moves. The most common cause is a document that did not match the name on the account or an image too blurred to read.

Identity verification stuck or documents turned down

The player sees a pending badge on the verification screen, or an email saying a document was not accepted with no clear reason.

• The photo or scan is blurred, cropped or shows glare across the text.
• The name on the document differs from the name entered at registration, even by an accent or middle name.
• The document has expired or the expiry edge is cut out of the frame.
• A selfie was sent without the requested document beside the face.
• A proof of address shows a different person or an address the player no longer uses.

1. Open the verification area of your account and note exactly which item is marked as failed.
2. Re-shoot the document in daylight with all four corners inside the frame.
3. Keep the surface flat and avoid flash so no bright patch hides the print.
4. Make sure your full name matches the account spelling letter for letter.
5. Upload the page that carries your photo and the expiry date together.
6. For a selfie, hold the document next to your face and keep both fully visible.
7. Send a proof of address that shows your name and current address clearly.
8. Upload the files one at a time instead of a single zip or bundle.
9. Use the file types the form accepts, since some images are refused before review.
10. Submit only once per item; repeated uploads can push your case back in the queue.
11. Wait for the review to finish before starting a new request.
12. Keep a copy of everything you sent so a second attempt is quick.
13. Contact support once a document has been refused more than once with no reason given.

Withdrawal still pending after the wait you expected

The balance shows the amount as locked or pending, while the payment history still lists it as not completed.

• Verification was never finished, so the payout is held at the first stage.
• The withdrawal method does not match the method used to deposit.
• A bonus is still active and ties the balance to play requirements.
• The payout details contain a digit error or an outdated account number.
• A security review was opened after a change of password or contact details.

1. Log in to https://mystakeuk.org/ and open your withdrawal history to read the status label.
2. Check whether identity verification shows as complete for your account.
3. Confirm that the payout method is the same one you paid in with.
4. Retype the account number or wallet address and compare it with your own records.
5. Cancel a pending request only when you plan to resubmit it correctly.
6. Finish any bonus play requirement before requesting the payout again.
7. Remove old payout details that are no longer valid.
8. Submit the request during a period when you can respond to messages.
9. Keep your phone and email reachable for a security confirmation.
10. Do not open a second withdrawal for the same sum.
11. Watch the history label change rather than reloading the page constantly.
12. Note the time you submitted so you can describe it accurately later.
13. Contact support once the status has stayed unchanged through a full review cycle and no one has asked you for anything.

A deposit or withdrawal declined because of limits

The cashier shows a refusal message that mentions a limit rather than a lack of funds.

• The single payment is above the ceiling set for that method.
• The total moved over a day, week or month has reached the account cap.
• The account level assigned to you carries a lower allowance.
• A self-imposed limit you set earlier is still in force.
• The payment provider applies its own cap on top of the account rules.

1. Read the refusal text carefully to see which limit it names.
2. Compare the sum with the smallest and largest amounts allowed for that method.
3. Split the payment into smaller parts only if the rules permit several in a period.
4. Recall any limit you set yourself and when it is due to lift.
5. Check whether a recent large payout has used up your allowance.
6. Choose a different payment method whose range fits the sum you need.
7. Complete any outstanding account steps that raise your allowance.
8. Wait for a rolling period to pass before trying the same amount again.
9. Do not send the same payment repeatedly, as each attempt can count against the cap.
10. Keep a note of the message and the amount shown on screen.
11. Withdraw in parts that fall inside the allowed range.
12. Contact support once a payment inside the stated range is still refused with no explanation.

Money left the bank but the casino balance stays empty

The player sees the payment marked as sent or completed at the bank, while the account balance has not moved.

• The transfer is still travelling between the bank and the payment provider.
• The deposit was sent to details that no longer belong to the account.
• The payment reference or account number was mistyped.
• The bank placed the transfer on hold for a security check.
• A bank transfer was made from an account in someone else’s name.

1. Open your bank statement and confirm the payment shows as completed, not just authorised.
2. Copy the reference number and the exact amount from the statement.
3. Refresh the cashier and the transaction history once, then stop reloading.
4. Compare the payment details you used with the ones shown in your account.
5. Check that the sending account is in your own name.
6. Ask your bank whether the transfer is held on its side.
7. Keep the payment confirmation as a screenshot or a saved file.
8. Do not send a second payment to chase the first.
9. Contact support and give the reference, the amount and the time of sending.
10. Reply to any request for proof of payment with the saved confirmation.
11. Avoid starting a chargeback while the case is open, as that can freeze the review.
12. Wait for the payment to be traced before making a new deposit.
13. Contact support at once if the money is shown as returned to you but never arrives.

Finish identity verification and fix your payout details before your first withdrawal, and most of these stoppages never happen.