MyStake Casino - Player's funds have vanished from the account.

On 1st September, I logged into my account and discovered that my entire balance of €23,000was no longer showing in my account. I had not placed any bets or made any withdrawals that would account for this missing balance. The funds simply vanished

the online chat is never available and I don’t know what to do

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with MyStake Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Can you please share the screenshots of your betting and transaction history?
• Have you received any notifications or emails from the casino regarding your account or balance?
• Can you verify if anyone else has access to your account? 
• Did you accumulate your winnings with or without an active bonus?
• Have you tried reaching out to customer support via email or another method besides chat?  

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

Best regards,

Natalia

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I'd be happy to provide the requested information:

Games Focused On: I primarily engaged with slots

Screenshots and Documentation: May I ask for what period do you require these? Like when I won the money or for something else 

Notifications and Communications: 

I’ve not received anything, I contacted them when the money was in my balance and I asked to ensure they wouldn’t apply any bonuses, as I know they do this at times to say your balance is restricted by wagering requirements

There response at the time, said no bonus would be applied as my balance was zero….which I found strange- I can provide you with those emails 

Account Security: I can confirm that I am the sole user of this account. I have not shared my login credentials with anyone, and I maintain exclusive access to the registered email address

Bonus Status: My winnings were accumulated without an active bonus.

Customer Support Contact: 

I have tried multiple contact methods including online chat and email, there is never any one available on the online chat and when I’ve emailed the response is vague and doesn’t answer my question (again I can provide proof)

I'm available to provide any additional documentation or clarification you may need to resolve this matter.

Best regards,

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here.

Regarding the screenshots of your betting and transaction history, you can make them for any reasonable time period, so that I can see that you had winnings or a real money balance in your account before they disappeared on 1st September.

I’ve emailed you my response

mystake have now removed all of my transactions history but I previously made screenshots

Dear player, do you have any email correspondence or chat transcripts with the casino support? If yes, could you please forward them to natalia.b@casino.guru? Thank you.

Dear Adamnew111599,

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,
Natalia
Casino.Guru