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

I deposited €40 euro via bank card. All other deposits went through fine apart from this one. The money left my bank account but not appeared on my balance. 8 days later and numerous contact with support team still not resolution.

Dear Gemma,

Thank you very much for submitting your complaint. 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. 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 advise if you've contacted your bank already? Please forward your payment receipt along with any relevant communication to petronela.k@casino.guru.

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

Best regards,

Petronela 

Thank you very much, Gemma, for your reply. Could you please advise if you have contacted your bank already and ask them to investigate? Please bear in mind, only the sender can track the transaction, not the beneficiary.

I haven't contacted my bank yet but I will do.

Perfect. Please keep me informed.

My bank has started its claim in trying to recover this missing.£33.38.

Mystake responded today to say it should have been returned as the transaction cancelled. I have informed them it has not been received and is still missing and the bank is investigating they responded with do what you feel is best.

Thank you very much, Gemma, for the update. 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 two weeks only since the unsuccessful transaction (20/02/2022), I will set the timer for additional 10 days and if there's no development by then, we will intervene. Thank you very much in advance for your patience.

Thank you that seems fair. Mystake are just saying contact my payment provider constantly. Hopefully between my bank and yourselves we can get this sorted.

Yes, hopefully, it will be solved by the end of next week. Thanks again for your patience.

Hello Gemma,

Have there been any developments since our last conversation, please? 

Dear Gemma,

Have you received your deposited funds? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.