MyStake Casino - Delay in player's deposit update.

Hello, I sent a total of $5,000 Argentine pesos to my astro account in three separate transactions. The transfer was successful from my bank's end, but never showed up on the mystake website or in astro. I feel swindled. I've submitted complaints but no one has responded. I'm unsure of how to get my money back.

Dear fiamaciro23,

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 it was your first deposit in this casino?
• Please forward all your payment receipts to petronela.k@casino.guru. 

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

Best regards,

Petronela 

Dear fiamaciro23,

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.

Hello! I have just responded to the Email sent in your comment, attaching all the receipts and the message I received from Astro pay. They have stolen $5,000 from me again

I just want my money back so I can delete them, because they scammed me and laughed in my face

It was not my first deposit, I made deposits on several occasions and had never had a problem. But the truth is that when searching for Astropay on social networks, I notice that in the comments most of them were scammed in the same way and that discourages me a lot. I think I'm going to have to take legal action to get to the bottom of the matter so they can't scam anyone else.

Please, since you are the only ones who answer my claim, I need you to help me recover my money, please. Thanks for the reply

I completely empathize with your frustration, fiamaciro23. 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 16 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 fiamaciro23,

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.

Hello! If I still need your help, I am waiting for a solution 🙏

I'm truly sorry to hear that the issue is still not resolved.

• Could you please confirm that this is the disputed transaction?

No, the transaction was $10,000 in total with 2 transfers of $1,500, one of $2,000 and one of $5,000

I sent all the screenshots to your email

Screenshots from the player:

Could you please forward your bank statements for each of the disputed deposits from the date they were made until today so we can see that the funds left your account and were not refunded?

Meanwhile, I have changed the disputed amount from $5,000 to $10,000.

Thank you.

Dear fiamaciro23,

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.

Those were my last deposits... I didn't do anything else because they were going to continue scamming me out of money.

Hi fiamaciro23,

• As previously requested, could you please forward your bank statements for each of the disputed deposits from the date they were made until today so we can see that the funds left your account and were not refunded?

Thank you.

Dear fiamaciro23,

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.