MyStake Casino - Player's balance disappeared.

Ingresé 10 euros en el sitio y obtuve 40 más rápido, por lo que pude retirar 50 euros. Lo hice por transferencia bancaria, ya que es el único método que conozco. Sin embargo, el dinero nunca me llegó, además de que desapareció de mi cuenta MyStake.

Cuando me despierto a la mañana siguiente, aparece que se ha hecho una transferencia por USD Tether, un método que ni siquiera conozco, con mi dinero.

No sé qué ha pasado y no puedo obtener ayuda de ninguno de los agentes.

Es más, tal es el desconocimiento y la extrañeza del caso, que me han amenazado con que cambie primero mi contraseña, porque la cuenta no funcionaría. Luego, sin embargo, uno de los agentes se sorprendió de que hablase con él sin haber cambiado la contraseña.

Dear Qdisetuu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me to ask a few questions so I better understand the situation.

Could you explain if your account is verified? Are you able to access your login history or request it from casino support? Are you sure you haven't allowed anybody else to access your casino account?

Thank you in advance for your reply.

Best regards,

Tomas

Hello, thank you very much for your reply.

This happened all during the same day. I deposited the money and while playing Dino, I left the documents uploaded to verify.

Once I was verified, around 7pm I decided to withdraw my money and it was reflected in the history. I continued playing with 15€ that I left and lost playing later.

The next morning is when I see that the casino has canceled the transaction around 12 pm and has made 8 hours later one by a method that I do not even know (in the transaction history they erased the initial 7 pm transaction).

I did not discuss my MyStake account with anyone, my PC is only used by me and the password is a new one, very secure and that I do not use on any other platform, so it is impossible an infiltration by my fault. Also, they say they can't tell me to which account the money was transferred.

About the status of my account, I can log in and chat with the agents, as I have already done, but I can't deposit or withdraw money (I don't want to do that either as I don't trust them).

Thank you very much, Qdisetuu, for providing the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@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.  

Dear Qdisetuu,

I’m sorry to hear about your negative experience. I’ll contact the casino to see if I can help.

I would like to invite the representatives of MyStake Casino to join this conversation and participate in the resolution of Qdisetuu’s complaint.

Dear casino team,

Could you please clarify the situation and state the reason why was the player asked to change their password? Was there anything unusual about the activity in the player’s account at the time the first withdrawal was canceled and the second one was submitted? Any supporting evidence can be forwarded to andrej.p@casino.guru.

Hi, I would like to note that I am waiting for the casino to reply to two different emails:

"Good morning,

Thanks for the answer, but this does not solve my case. I accept this clause and if I decide to continue playing in your casino I will change the password for security.

What I ask is the following:

- Access history between 00:00 am and 09:00 am on February 8.

- Bank accounts where my money was sent.

- Claim form.

In case I do not have the above, I am sorry again, but the case will be reported to the consumer office in my country and will be dealt with personally with the means at my access.

I understand that for you it is just another case, but this insecurity created in a single day of play I cannot allow it.

I await your reply.

Regards."

"Good morning,

To follow up on the case, my bank has replied to my first query about the denied transaction. This was their reply:

"Estimado Sr. G***:

Contestamos a su escrito, que tuvo entrada en este Servicio de Reclamaciones y Atención al Cliente con el número de registro arriba indicado, en el que manifiesta su malestar al no ver reflejada en su cuenta una transferencia que deberían haberle emitido.

Interesados por cuanto expone, comunicarle que con los datos aportados no nos ha sido posible localizar la transferencia en cuestión. Por tanto, le rogamos que, para poder atender su solicitud, nos remita mayor detalle sobre la operación, aportando documentación acreditativa de su envió por parte del emisor, que incluya datos como referencia de la operación, fecha e importe que nos permita localizarla, en caso de tratarse de una transferencia internacional debe facilitarnos el Swift emitido por el banco ordenante así como cualquier otra información adicional.

Sin otro particular, aprovechamos la ocasión para saludarle muy atentamente."

I therefore ask you to give me the information I am asked for: supporting documentation from the sender, including information such as the reference of the transaction, date and amount that allows us to locate it, in the case of an international transfer, it must provided with the Swift issued by the ordering bank as well as any other additional information.

Thanks in advance.

Regards."

Hello Qdisetuu,

We have not canceled the withdrawal request; it has been done from your playing account. Moreover, Mystake doesn't have access to your account password. Only the user knows it; the password can never be changed without their registration email.

Since you said you had never asked for a USDT withdrawal, we told you to change the password. It was just advice to avoid such a situation in the future.

We are sorry about what happened to you. However, there is nothing we can do about that. The user is responsible for keeping their passwords safe. The player should never share his credentials with a third party.

If you need further assistance, please get in touch with our support team or let us know here.

Best regards,

Hello, you are changing your version of events. First you told me that it was the bank that cancelled the transaction, why are you now telling me that it was done from the account itself?

On the other hand, why don't you give me the information requested by both me and my bank, and why do you still not reply to this in your emails?

The situation is getting tense and I'm getting tired of you guys not giving me enough attention.

Hello Qdisetuu,

Our support team has not said that Bank declined the withdrawal. It was not processed at all since the payment request got rejected on your side. Therefore, it's impossible to tell you the bank account where the money was sent.

If you request, our relevant team can provide the transaction details of USDT withdrawal (transaction hash).

Best regards,

Thank you, MyStake Casino team, Qdisetuu, for your replies.

Dear Qdisetuu,

Please understand that in case a third party managed to break through your password and access your account, while there was no other suspicious activity than the canceled withdrawal and a new one being requested, the casino is powerless in this situation.

Are you certain you never disclosed any of your gaming account credentials to anyone and that your password at the time was sufficiently secure?

To further investigate the issue, we would like to ask MyStake Casino to provide Qdisetuu’s session log. This log should contain all necessary information to see if there might have been anything suspicious about the activity in the player’s account at the time the first withdrawal was canceled and the second one was submitted. Any relevant information can be forwarded to andrej.p@casino.guru.

Hi, thanks for the reply.

I'm sure that nobody could get my password by my fault. Everything happened in just one day, I didn't tell anyone and the password was new (I don't use in any other site).

Please, MyStake, give us all the demanded information.

Hello Andrej,

We have sent you the required documentation via email.

Please check it and let us know if we need anything in addition.

Best regards

Hi MyStake,

Why you don't send me the information too? You deny me help via email.

Thanks.

Thank you, MyStake Casino, for providing the requested information via e-mail and for your cooperation.

Dear Qdisetuu,

According to the logs provided by the casino team, it seems that on the day the withdrawal in question was requested, your gaming account was accessed from at least four different devices and different networks. I hope this information might shed some light on the matter for you, but unfortunately, given the circumstances, we’re left with no option but to assume that your login credentials were compromised. Sadly, there's not much we can do for you. Cybercrimes happen more and more often and the only advice that we can give to all the players is to be extra careful with suspicious emails and to protect their login information.

Should you wish to dispute this further, I would recommend contacting the relevant authorities, but notwithstanding, I’ll be forced to reject your complaint.

Thank you for your understanding.

Dear Qdisetuu,

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.

Don't worry, I'll write off my money and you can close the case.

I have never had a problem with my accounts and in just one day this website seems to have got myaccount. So I don't trust them anymore and I will stop playing.

Thank you.

Best regards.

Dear Qdisetuu,

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but 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.

As explained earlier, we will now close this complaint as ‘Rejected’.