MyStake Casino - Player complains about hidden currency conversion fees.

I am writing to formally file a complaint against MyStake Sportsbook regarding an issue I recently encountered with a deposit I made on your platform.

I believe that I have been subjected to unfair and undisclosed currency conversion practices, resulting in the unjustified deduction of $15 from my deposited amount.

On [11 / Aug / 2023], I made a deposit of $455 to my MyStake account using Skrill as the payment processor. Throughout the deposit process, both on your website and within the Skrill platform, the transaction was consistently displayed in USD. At no point was I informed or warned about any potential currency conversion or associated fees.

To my astonishment, upon checking my MyStake account balance after the deposit, I discovered that only $440 had been credited, despite having made a deposit of $455. Naturally, I was alarmed by this discrepancy and immediately reached out to your customer support team for an explanation.

In response to my query, your customer support representatives explained that the discrepancy was due to your payment provider's practice of converting USD to Euro and then back to USD.

While I understand that currency conversion may be an inherent part of international transactions, it is completely unacceptable to execute such conversions without clear and transparent communication with your customers.

At no point during the deposit process was I informed that my funds would be subject to conversion, nor was I provided with an opportunity to review or approve the conversion rate and associated fees.

This lack of transparency violates the trust that customers place in your platform and raises concerns of deceptive practices.

I strongly believe that customers have the right to be fully informed about any conversions or fees that may affect their transactions. Had I been properly informed, I could have made an informed decision regarding my deposit amount to ensure that I had the desired balance in my MyStake account.

I kindly request the following actions to address this issue and restore my confidence in MyStake Sportsbook:

1- Refund of the $15 unjustly deducted from my initial deposit.

2- Implementation of clear and transparent communication regarding currency conversion and associated fees during the deposit process.

-3A commitment to rectify and prevent similar incidents in the future, by enhancing your policies and procedures.

If the requested actions are not taken within a reasonable time frame, I will have no choice but to escalate this matter further, including seeking assistance from regulatory bodies and sharing my experience with online communities and casino review websites.

I appreciate your prompt attention to this matter and your commitment to maintaining a fair and trustworthy platform for your customers. I look forward to your timely response.

Dear emadnaeim,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that both transaction and currency exchange fees are usually deducted by the payment provider for their services and not by the casino. The casino most likely has not been involved in deducting any fees and the casino is not responsible for payment provider's charges. At this point, I can only recommend that you contact the payment provider and try to ask for the fee back, although I believe they will not be willing to refund you because as I already explained the fee was probably deducted as compensation for processing the payment. The casino cannot return funds they never received.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Kristina

thanks a lot for your consideration, I've closed my account with them, so please close this compliant.

Thank you for your quick reply, emadnaeim. I understand. I will now close this complaint as per your explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.