MyStake Casino - Player's deposit goes uncredited in account.

Hello. On 01/22/24, I deposited $20000 pesos into mystake and they still haven't been credited. I've sent multiple messages to the support email but haven't received any information regarding my deposit or a response from support.

Dear alejimenezz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Hi thanks. I'm still waiting then. Thank you and I await a response from mystake

I fully understand your frustration, alejimenezz. I will set the timer for an additional 7 days to allow the transaction full month to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Dear alejimenezz,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of alejimenezz. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

"Hola buenas. Hoy 14 de marzo. Sigo sin respuesta de mystake con el ingreso de dinero realizado el 20 de enero"

Dear alejimenezz,

Have you contacted your payment provider?

Could you please share a screenshot of your payment receipt?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear alejimenezz,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

We’ve reopened this complaint at the request of alejimenezz. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear alejimenezz,

according to the screenshot you submitted the recipient of the transaction seems to be an Astropay wallet.

Could you please advise if you have access to your casino account?

Would you be able to share a screenshot of how the transaction appears in your transaction history?

Share a screenshot here or send a screenshot to my email at tomas@casino.guru

Thank you for your email.

Could you please share a screenshot of a successful deposit made in the casino from the same menu (history of transactions), preferably a deposit using astropay as the payment method? I apologize for the inconvenience. I'll await your reply.

Dear alejimenezz,

Thanks for your email. Unfortunately from my point of view, I cannot identify the transaction as a deposit to the casino from the information provided.

Kindly show us similar successful transactions in this particular casino you made in the past, or other proof this transaction is a deposit meant for the casino, otherwise the complaint will be rejected.

Thanks for your reply and understanding.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.