The player from Spain had deposited €600 into his account at Mystake Casino five days ago, but the funds had not appeared in his casino account, despite being deducted from his bank account. He had contacted customer service and provided the necessary documentation, but had not received a response. The issue was resolved after the player marked the complaint as resolved, indicating that he had received assistance. The Complaints Team confirmed the resolution and expressed willingness to help with any future issues.
MyStake Casino - Player's deposit is delayed.
Resolved
Our verdict
Case closed
Amount: €600
MyStake Casino
Safety Index:Very highCase summary
Discussion
Public
Public
6 months ago
Translation
On Friday, August 15, 2025, I deposited €600 with my debit card at mystake casino. It's been five days now, and my €600 hasn't appeared in my casino account, but it has been deducted from my bank account. I contacted mystake customer service by email and sent all the required documentation. Five days have passed, and I haven't received a response. I'm very worried about my €600. It's been five days since my deposit, and they still haven't appeared, and they haven't given me any solution.
Automatic translation:
Public
Public
6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.
I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.
Thank you for your understanding.
Best regards,
Katarina
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear LRJ72,
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,
Katarina
