MyStake Casino - Player's deposit has not been credited.

Hello I have deposited to my account now on the 20th of December. I have sent relevant information to the casino plus bank statement showing the transaction.

i have now been waiting some time and have no resolution on as to where my deposit has gone.

i have since closed my account as I no longer trust this casino but would like my money back that never got deposited. I have sent screenshots of the payment method used but still no resolution.

please can my payment be returned to me asap.

the casino have all relevant information from me via email. I shall also attach the payment screenshot alongside this complaint.

many thanks

Dear Scottads,

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?
• Was your account previously verified?
• 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,

Petronela 

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi I haven’t contacted my bank yet, I will do this next week. It wasn’t my first deposit and my account was verified.

thank you

I completely empathize with your frustration, Scottads. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 19 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

Ok thank you very much I look forward to the casinos response.

Hello Scottads,

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

None I have emailed the casino and they are awaiting a response from there payment provider

Hi Scottads,

Kindly bear with me for another 12 days. If no progress is observed by then, we will proceed to request your bank statement to obtain concrete evidence that the deposit exited your account and did not return. Following that, we will initiate contact with the casino. Please be patient for the next 12 days and subsequently share your bank statement, detailing transactions from the deposit date to the 20th of January. My email address is petronela.k@casino.guru.

Thank you.

Hi I have sent the statement to you… you can see that payment left on 21st December of £172.98 to imagospace which was never credited to my account.

thanks

Dear Scottads,

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.

Hello I have replied?

I have sent my statement

Hello can you confirm that you have received my statement as requested?

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

Thank you

Hello Scottads,

I have reviewed your case and will contact the casino to see if I can help.

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

Dear MyStake Casino,

Could you please update us on the status of the player's deposit? Have you located the payment yet so it can be returned to the player?

Thank you.

Kind regards,

Tomas

Casino.Guru

Hello,

Could you provide us with the exact date and amount of deposit/s to clarify that issue in more detail?

Kind regards,

Mystake

Hi I have sent you bank statements via email for the last month or so this has been going on… it was for €200 in which a conversion of £172.98 left my account on the 21st of December to a company called imagospace which was done via your website. The deposit was made

on the 20th of December but was never credited.

i have sent emails to your payments department and now we have to use the complaints service of casino guru to try and resolve this matter as it is now nearly two months since the problem arised.

Hello MyStake Casino,

I have reviewed the bank statements provided by the player, and it appears the payment was indeed processed on the 21st of December. Are there any updates regarding the transaction in question on your end?

Thank you.

Hello,

We have contacted the provider and waiting for the response. We will get in touch with you as soon as possible.

Kind regards

Hello Scottads,

The deposit is already reflected on your account, please check by your side.

Kind regards,

Mystake

Hello I have closed my account since then? Can you please send this back to my bank account?

The money was never added to my account either so please can you show

proof that this was added to my account

I have now requested the funds be transferred back to my bank account. I am awaiting the confirmation and will update this case once it’s been done

I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.

Dear MyStake Casino Team,

• Could you please advise if it's possible to refund the funds to the player?
• Is there anything else needed from the player before the refund can be processed?

Thank you.

This has been sorted now and I’ve closed the account thanks for your help with this

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Scottads, 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