MyStake Casino - Player's deposit issue is unresolved.

Hello Team Guru,

On the 30th of August I've made multiple deposits into my mystake account by bank transfer and card.

Unfortunately there was 1 card payment that wasn't credited into my account - £100.

I've contacted the support team and have been forwarded to the payments department. This same department is saying that bank transfers can take some time to be updated. The thing is that all my bank transfers have been credited, just not the that one card payment.

As you can see on my statement there was a £80 deposit followed by a £100 deposit. Please see my account transaction story attached where it only shows the previous payment of £80.

I have been getting mixed responses from the live chat and payments department by email and would appreciate a resolution for this issue.

Thank you in advance,

Dear brusr24,

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.

• 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

Dear Kristina,

I hope you are doing well and would like to thank you for for picking up my case.

I have already contacted HSBC on the 30 and 31 of August of August - they have confirmed that the money was paid to the merchant as per stated in my bank account.

I have contacted mystake again and once again I received a response regarding a bank deposit when I already made it clear multiple times that this is related to a card payment.

Best regards,

Hello,

I would just like to add that I have contacted MyStake payments department again and the response is still the same - that they are prioritising it but is under investigation.

Thank you,

Thank you for your reply, brusr24. I checked the screenshots you attached to this complaint and I see both payments marked as "success" in your deposit history. Could you please clarify?

Dear Kristina,

The payment of £100 was a bank deposit.

I have attached a copy of my bank app, you will be able to see that card payments are paid to INTL Arcomet and bank deposits to Falcora Finance.

I hope this explains it.

Thank you,

This means that the £100 bank deposit went through, but the card deposit of £100 wasn't credited or shown in the transaction history.

The card payment is with my first uploaded screenshots.

Thank you

Could you please forward all the relevant communication between you and the payment provider as well as you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina, the communications with my bank provider where over the phone. Therefore I don't retain a copy of these. My bank statement has been issued and the transaction is pretty clear, please see attached.

Just tried to contact Mystake again for an update.

Thank you very much, brusr24, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello team guru, this has now been sorted and the money has been credited to my account.

Thank you for your help

Great news, brusr24!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards,

Branislav, Casino.guru