MyStake Casino - Player experiences incorrect bet amount at MyStake Casino.

I'm unsure where else to write, I need help

The Mystake casino is not providing any solution when the problem was not my fault

One of the slot games bet more than what the same game indicated

I made my bet at 30 pesos as indicated in the first round, but when I checked my history, that same round said that I bet 16,725 pesos when I only bet 30

I spoke with support, and they told me that my bet was made in dollars when I played in pesos and I never loaded dollars.

It did not specify anywhere that my bets would be in dollars when I always played in pesos. This is not the first time I've played. They do not make this clear to their players; it's a website error

What's more, the same page gives me the option to switch from dollars to pesos and I never changed to dollars, but they will not acknowledge this

In my history, you can see how I had been betting 30 pesos or 20 pesos; I never bet an amount like the one it took

Dear ivanduranpatan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication to petronela.k@casino.guru? Have you stopped playing right after the incident? How much is your active balance now, please? 

Looking forward to hearing from you. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela, thank you for responding. After the incident, my balance was $1,100. I stopped playing for a while to solve the problem with casino support, since they did not recognize the situation due to my anger, I ended up betting the 1,100 pesos that I had left out of desperation to recover what I had. they took me without reason

Right now my current balance is 9 pesos

I admit that the last $1,100 was bet on my own but I never bet the 16,725

It's unfortunate that you haven't entirely ceased your betting activity. I've noticed a higher bet was placed when you switched games. Is it necessary to select the appropriate currency each time you start a different slot machine?

In my case it was not necessary to select my currency because that option is not available when entering the games

That option only appears when I make my recharge and depending on the option I choose, all the games are changed according to the currency I choose, whether dollars or pesos (he sent you a screenshot of the options)

In other machines in which I have played, my currency in pesos is put automatically without giving me an option or the warning that it would change suddenly when I have always played in pesos and recharge pesos.

This has never happened to me.

No game reaches the amount of 16,725 pesos like the one I bet with a single click. When he marked that he would bet only 30 pesos

Thank you very much, ivanduranpatan, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you ivanduranpatan for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MyStake Casino for their help in resolving this complaint. We would like to know what happened to the bet and what can we do to help resolve this issue.

Thank you!

Hello Peter,

As there is mentioned, On ARS accounts, two currencies are supported (ARS and USD). So some slots don't have currency in ARS so they automatically convert bets in USD. Thus, it appears the user missed the currency symbol and placed the bet in U.S. dollars rather than Argentine pesos. These details are displayed on the following screen. 

In addition, the user's screenshot highlights that he/she placed 16,725 ARS, which was equivalent to $30 USD at the time. Therefore, one intended to bet 30 ARS without paying attention to the currency. 



Kind regards,

Mystake

Dear ivanduranpatan,

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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.