MyStake Casino - Player’s account blocked and deposit is missing.

Hello,

on 13/02 i deposited 500 euro on mystake, first it did not deposit at all i talked to customer service and they are absolute bots no help whatso ever needed to wait 2-3 bussines days so i told them cancel my payment becaus 2-3 days is crazy fishy they told me it is impossible then i told them i have an addiction to wich they dont really respond and just block my account permanently wich is crazy so i asked them where my money is at to wich they say it is impossible when my account is blocked this site mystake feels like a big scam as soon as i see my 500 appear il say otherwise and if they try to say that i was not verifyd i have proof of it

Dear Denzipop,

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.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

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

Best regards,

Kristina

Hey,

yes it was the very first deposit on mystake and my bank told me they received it so i dont know i will try and contact the provider however i feel that mystake is holding it back because they are not responding at any email i am sending them.

thank you very much

Thank you for your reply, Denzipop. Please, get back to us when the payment provider completes the investigation of lost funds. Please, don't forget to save all messages between you and the payment provider.

Dear Denzipop,

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.

Hi,

no one will respond to my email i even send an email to the 3th part that handels the money and wont respond

Do I understand correctly that the payment provided hasn't responded to you?

Indeed i try’d sending a mail again but with no respond its very frustrating the casino also does not respond to any email i send

Thank you very much, Denzipop, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Denzipop,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear MyStake Casino team,

Could you please look into the user's issue and provide us with an explanation? If there is a pending deposit made to the casino, what is the estimated time frame for refunding it to the player's payment method?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello,

We reviewed the user's account and we detected that the user had requested to block the account after that the deposit was credited. Thus, now we enable the user to withdraw his/her funds.

According to our terms: In case the existing deposits are transferred back to the Player due to termination of the Account, We reserve the right to charge the Player with the administrative fee in the amount of 20% of the amount transferred.

BUT we made an exception and the user will be able to get a full refund without any fee.

Kind regards,

Mystake team

Thank you for the explanation, Mystake team.

Should the player do it on his own or will the refund of the deposit be processed by the casino itself?

If the player should do it, please, can you instruct him? Will only a withdrawal option be available if the account is reopened? The player mentioned gambling addiction.

hi,

i gained acces again to the casino at wich i whitdrew it myself i dont want you to close this ticket because i have to wait 2-3 days and i want to make sure i also screenrecorded everything just to make sure that i got fully verified.

thank you so much to guru you truly saved me hopefully it will be back on my banking account

Great news, Denzipop.

So, of course, I will patiently wait until your confirmation about a successful refund or an update.

Looking forward to hearing from you.

hello,

i received the full 500 💪

thanks guru empoyees without you guys i wouldnt know what to do you truly saved me big time, also stake thank you for cooperating i am unhappy with the way we had to deal with this but we got there in the end 💪

much love ❤️

What great news!

Thank you, Denzipop, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, MyStake Casino team, for your cooperation.

Best regards,

Branislav, Casino.guru