MyStake Casino - Player's deposit has not arrived.

Hello, I made a deposit through Mercado Pago to the casino account and the deposit never arrived. I spoke with support and they are not providing me with any solutions.

Dear sergiokpo1312,

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 that 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 credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

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

Best regards,

Kristina

Hello, I have not been making deposits for a long time and at this time there were problems with the casino in the accreditation, you made a recharge by transfer and if it does not arrive in 24 hours you contacted support, you sent them the proof of payment and they credited it to you in minutes but this time I sent him the receipt and the money never arrived in my account.



Thank you for your reply, sergiokpo1312. Have you contacted the payment provider as I suggested in my initial message? Could you please forward all the relevant communication between you and the payment provider to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear sergiokpo1312,

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.