MyStake Casino - Player’s deposit has never been credited to his casino account.

Made a deposit on the 13/02/2022, have sent proof that money has came out my bank. Everytime I ask why is it taking so long to sort out and all I get told is it's under investigation

Dear James,

Thank you very much for submitting your complaint and forwarding your payment receipt. 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 as you did already. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to you or credited to your casino account.

Could you please advise if it was your first deposit attempt in this casino? Have you contacted your bank already?

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

Best regards,

Petronela 

Dear James,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi there, no I've made few deposits and never had any issue. I've contacted mystake to see what's going still saying it's under investigation

Thank you, James, for your reply. As I mentioned earlier, if the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to you or credited to your casino account. Therefore, I will set the timer for additional 2 weeks and if there's no development by then, we will intervene. I wish I could be of more help sooner. Thank you in advance for your understanding.

Hello James,

Have there been any developments since our last conversation?

Hi there, I'm still getting told it's with the right department and to wait for an email. Can't tell me how long I need to wait never tell me when I ask been a month now

Is there any relevant communication between you and the bank that you could forward to petronela.k@casino.guru, please?

Only thing I've got is proof the deposit has came out my bank

Please forward it to me.

Dear James,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Thank you very much, James, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello James,

I have reviewed your case and will contact the casino to see if I can find out more information.

We would like to invite MyStake Casino to join the conversation and aid in the resolution of this complaint.

Hello,

We are sorry to hear about the inconvenience James experienced. However, the payment provider didn't confirm that, so it must be checked with the external payment system.

James, could you please provide the transaction statement (slip) transferred to us on 13.02.22? (the document must be in PDF format)

Thank you, Mystake Casino.

Dear James,

Have you been able to provide the document as requested?

I've already sent my bank statements to show that the money has came out

Dear Mystake Casino,

Are you able to advise further on what may have happened to the player's deposit? According to their statement, that amount has left the player's account on that day.

Hello James,

You have only provided the Bank statement for the total months (Feb/March). As we mentioned, we need the statement of that particular transaction which went missing.

Please elaborate and send us the relevant document in PDF version.

Dear James,

Have you been able to obtain the document requested by the casino which shows the specific transaction?

Dear James,

Please provide an update on the situation with your missing deposit. Please be aware that if we do not hear from you within the set timeframe the complaint will be rejected.

Kind regards,

Adam

Yes I have sent it to them, still not heard anything thanks

Hello James,

Thanks very much for the update.

Dear MyStake Casino,

Have you now received the correct document?

Hello Adam and James,

We have checked the transaction multiple times, and the payment provider didn't confirm that the money reached them and the transfer was successful.

We feel very sorry about the delay and completely understand your frustration, James. Since we see that your funds have not been reversed back so far, we decided to credit you with the same amount to your player account. So 30 EUR is already on your balance.

Thanks very much. Can close the case now that it's been resolved thanks.

Dear MyStake,

Thank you for your response and assistance.

Dear James,

I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam