The player from Spain expresses their dissatisfaction with Mystake casino, claiming that the mini-games are rigged and do not provide fair gaming. They are requesting a refund for the money they wagered on the mini-games. The user also mentions that their transaction history has been deleted by Mystake, making it difficult for them to determine the exact amount of money they have deposited and if unauthorized charges were made. This complaint was rejected as we lack the necessary investigation tools and expertise to look into unauthorized transactions.
MyStake Casino - Player’s complaining about overall casino experience.
Amount: €20,000
MyStake Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
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10 months ago
Translation
Good morning, I am very upset with Mystake casino.
I have put that amount, because I really don't know how much I have to claim.
On April 20, I started betting on this website, guided by the good reviews on the internet, my fault.
The minigames on this page are a real scam, as an example, the chicken game with only one chance of failing in 25 you always failed the first time, just like the portal with a probability of failing 1 in 20 and it's the same, always you lose. I claim from mystake only the money wagered on the minigames, for not complying with fair gaming. I'm not saying always win, but I really gave away the money.
Now I am in the place where I cannot prove it because it does not record it, and mystake has decided to delete my transaction history, only the deposited and withdrawn appear. I am attaching a photograph that the transaction history has disappeared. This seems like a total hoax to me.
It also happened to me that the payment page gave me an error, when paying with a credit card it was not reflected until some time passed that this money had been collected, even putting an error in my bank application and an error on the page and the money does not appear on the mystake page but deducting it from my bank account.
How can I know now how much money I have really deposited and how much they have charged without authorization for making an error? I have no way to do it, because when you bet on other games, the winnings took time to add up, thinking that what I won was adding money directly from my bank account due to their mistake!
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10 months ago
Dear Aina4,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP).
If you possess additional information that could support our case, kindly send it to me. To address the casino regarding their RTP (Return to Player), having the complete game history of the player is the most effective approach. Please send it to petronela.k@casino.guru as soon as possible.
Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Petronela Kontos
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10 months ago
Translation
Yes, of course I understand that sometimes you win and sometimes you lose.
But I don't have the right to know my transaction history? Why have they deleted it unfairly?
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10 months ago
Aren't your transactions visible on the bank statement, please? Could you forward it to petronela.k@casino.guru? Afterwards, we can contact the casino and ask for their assistance.
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10 months ago
Dear Aina4,
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.
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10 months ago
Translation
Hello, I have sent an email to the address that you have provided me, in any case I have lost hope.
thank you
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10 months ago
Thank you, Aina4, for your bank statement. Could you please highlight transactions that were not credited into your casino account?
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10 months ago
Translation
I can't be sure which ones they were, but the ones that are duplicated at the same time
Edited
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9 months ago
Dear Aina4,
We regret to inform you that we lack the necessary investigation tools and expertise to look into unauthorized transactions. If you are certain that the casino has deducted funds from your bank account without your consent, we strongly advise you to contact the police rather than seeking assistance through our forum. This is a serious criminal matter and not a mere complaint about fairness. We apologize for any inconvenience caused, but please understand that we are a mediator and not an official authority equipped to handle cybercrime cases. Thank you for your understanding.
Please let me know if there's anything else we could try to help you with. Otherwise, I will be forced to close this complaint.
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9 months ago
Dear Aina4,
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.
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9 months ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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