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

Hello, I deposited 900Eu by card in my mystake account. This deposit is described by the site as instantaneous, however, we are 30 hours away from the deposit and I still have not received the amount in my mystake account. The amount was debited from my bank account. By contacting support, and providing them with all the information concerning this transaction (date, time, method of payment, etc.) with screenshots as proof, they tell me to wait and then no response from them to my follow-up emails.

Dear Simo7,

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 

Hello Petronela,

Thank you for your response and for helping to resolve this issue.

Just to clarify a few points:

• I made deposits a dozen times on the site without problem. I received the money instantly in my casino account.
• I have contacted my bank, the money was debited from my bank account
• Just after the problematic deposit, I made another deposit of 700Eu with the same card that I received instantly.
• The only difference between the problematic deposit and the others is that I paid at two different platforms. As you can see from the attached screenshot, the casino offers two credit card payment methods. for all my deposits I used the method indicated by a green arrow except for the problematic deposit where I used the method indicated by the orange arrow.

I'm sorry but I don't agree that the casino can't do anything about this since I provided all the elements: deposit amount, time, and method with numbers to identify the card. So at least they can check if they received the transaction and they can give me information about my problem. Up to now, I have no idea about the processing of the request or whether it is well taken care of or not.

Thank you again.

Best regards,

Mohammed

Could you please clarify when exactly was the deposit placed?

Thank you very much.

The deposit was placed on 16/02/2022 at 12h16 (France time UTC+01)

Here below is a screenshot from my conversation with the bank confirming that the transaction was completed on their side.

Hi Petronela,

I follow up on my last post. Indeed, I contacted the bank again to confirm the exact date and time of the transaction and they informed me that this one was not carried out on 16/02 as indicated in my app but the 17/02/2022 at 06:26:18 (french time UTC+01). Here below our conversation:

This information was forwarded to the casino.

Thank you again for helping to resolve this issue.

Mohammed

Thank you very much, Simo7, for the clarification. 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 your bank account or credited to your casino account. Given that it's less than a week now since the unsuccessful transaction (17.2.2022), I will set the timer for additional 21 days and if there's no development by then, we will intervene. Thank you very much in advance for your patience.

Hello Simo7,

Have there been any developments since our last conversation?

Hi Petronela,

The casino took 10 days to verify that they had received the funds and then they credited my player account with the amount deposited.

Thanks for your help

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Simo7, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru