MyStake Casino - Player experiences withdrawal problems and missing funds.

I've been having problems with this casino in terms of withdrawals. So to start I had a withdrawal for 1500 which is currently processing I made 1200 withdrawal which was rejected as well as 751 withdrawal which was also rejected. The 1200 amount was later wagered monopoly live but the 751 which was rejected was not returned to my account. When I let the casino know of this they said that the money returned was wagered. That isn't the case. Yes the 1200 was wagered. However the 751 was not returned. I'm going back and forth with this company about withdrawals at this time aswell and I'm kind of annoyed with how they dealt with my withdrawals. So I just want this situation to be dealt with so I can look at other casinos online. I've sent proof of my transactions to show proof that my amount was not credited back into my account with time stamps.

Dear olagodwin12,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with MyStake Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Can you please send me the screenshot of your transaction history that only shows deposits and withdrawals? Also, can you include screenshots of the rejected withdrawal amounts that were returned to your account?

Moreover, please send me any relevant communication between you and the casino regarding your problem to veronika.l@casino.guru. Thank you.

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

Best regards

Veronika

Just letting you know as of now still haven't got response for the email in question however the 1500 that I withdrew has been successful. However I still haven't received any update about my missing funds of 751. I luckily have receipts to show this money was not returned. Also sent you a direct email to show you that it wasn't waiting for a response from the casino.

From the email you sent me, it seems that the casino rejected your withdrawal because you need to verify your payment card. Have you tried verifying it?

The withdrawal is something that I said in the previous messages. It was processed. I sent you a transcript of my transactions for the lost fund in question of 751 which I sent screenshots to show that it did not go back into my account. This is what I need to be looked into.

Thank you very much, olagodwin12, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi olagodwin12,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear MyStake Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please share the player's gaming history and transaction logs so that we could check what happened?

I'm looking forward to hearing from you. Feel free to send the supporting evidence to my email natalia.b@casino.guru.

Kind regards,

Natalia

ust want to further share. That I contacted via live chat and talked to representative called Lisanna who was extremely rude may I say. I was further enquiring about my lost funds. She said that she will look into it. When she did. She said the money will be credited back into my account. She even said I should check which I did. The money was not back into my account. So I let them know this and she said she had done all she done on her end. When I let her know the issue was stillnot fixed. She said can I stop bombarding the chat with messages or she would disable my chat privileges which I said I didn't. I was just letting know the issue was still not fixed. She then abruptly ended the chat. I then checked my transactional history and alot of my history of gaming has been deleted. Luckily I screenshotted what I sent to escalate this claim. However my history being deleted was really shady business which I sent over to you. Aswell as that my account has been restricted so I can't the normal bets I make. When this is sorted I will surely leave this website to go to another.

Thank you for the updates, olagodwin12. We are still waiting for the response from the casino. I hope they will reply soon and explain what's been going on.

Hello Natalia and Olagodwin, 

When withdrawal request is rejected, system automatically credits back the funds. 

You requested withdrawal of 751GBP at 17-02-2024 18:41 which was rejected on the same day at 17-02-2024 19:05 and your balance got 1299 GBP. You had another withdrawal request of 1200GPB after a half hour.

Olagodwin, I understand your situation, you got confused because you made several withdrawal requests at the same day. But please let us know why you think that rejected withdrawal of 751GBP was not added back to your balance. We have checked if there was any system malfunction or a kind of error, but everything is in order.

Best regards,

never made a withdrawal half and hour after the 751 bet being rejected. My next withdrawal was for 1200 at 21.03 which was rejected and returned the next day. I've got a transcript of this. The rejection you said was at 19.05. For 751. I made a bet of 39.50 and 60 pound. I did not play again until the next day. When my 1200 was rejected and then returned I bet 100 pound on monopoly and was left with 1100 in my account which I then screenshotted to show that my funds was missing. I emailed live chat to explain this. As you keep a transcript of this you can see this. As of 12.27 my account was 1100 if my 751 was returned I would be left with 1951. I've got screenshot to prove this is the case. I sent this to Veronica as well as the other chats I have had. There is a fault on your end. I wouldn't make up a story with receipts to show this is the case. My gaming history has also been deleted so can the prior history be sent into to chat. As there is no reason my history should have been deleted. Just to reiterate if you look at my account I never made a withdrawal half and hour after the 751 bet being rejected. My next withdrawal was for 1200 at 21.03 which was rejected and returned the next day. I've got a transcript of this. The rejection you said was at 19.05. For 751. I made a bet of 39.50 and 60 pound. I did not play again until the next day. When I bet 100 pound on monopoly live and was left 1100. If my money was returned my account balance as of 12.27 would have been 1851 pounds. There has been a fault on your end. Also can my gaming history be recovered as it has been deleted which I have informed parties that are included in this chat this has been done.

You can see the discrepancies very quickly. I've already said already but I will say again. When the bet was rejected. If it was returned back into my account. You can see in the transaction history on the 02/17 until the 02/18. 12.27. The last bet made was 39.50 on monpoly live.. As you can see in my transactional history. If the sum of 751 was returned it would have reflected in my account and my account balance would have been 1851 or since I bet 100 1751 as of 12.27 the next day when I sent the screenshot to support but it wasn't. This will show you that the money was not returned and the screenshot of my transactions sent to the parties involved reflects this.

This claim can be cancelled. I've checked through my transactions throughly and I can see I've made a mistake. Sorry for the complaint. Thank you

Thank you, MyStake Casino, for your response.

Dear olagodwin12, I'm glad to hear that you were able to sort this out after the explanation from the casino. Based on the outcome of your issue caused by some misunderstanding in transactions, your complaint will now be rejected.

Please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru