MyStake Casino - Player's deposit not credited to the account.

Hello, on Tuesday the 27th of February, 2024, I made a deposit of $2200 and it was not credited to my account, but was deducted from my Mercado Pago digital wallet. This is the second deposit I've made; I had no problem with the first one. I am attaching the deposit proof with the deposit number LMORZP90KKOZRPDY9EGJ46. Thank you for your attention, and I'm awaiting a response. Regards.

Dear selenepato6919,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if you already contacted your bank? Ideally, they should be part of the investigation.

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

Best regards,

Petronela 

Hi, thank you for you answer !! In the payment market they say that they are not responsible because they made the transfer correctly that I have to contact the bank where I made the transfer and send them the receipt, I sent it to the mystake support email but after a week I did not have any response, many thank you!!

I completely empathize with your frustration, selenepato6919. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 18 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

Dear selenepato6919,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.