MyStake Casino - Player's deposit not credited.

Good morning, I made a deposit through Mercadopago, which was deducted from my account but never reached the casino's account. This is the first time I've experienced such a long credit time, when in previous weeks it took no more than 20 minutes for the money to arrive in my account. I would like a response or solution to the problem described.

Dear Arielchurro,

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 you used the same deposit method in the past?
• 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

Good evening, use the same method that you were using previously without problems, both to deposit into the account and to withdraw. This deposit did not arrive and if I contacted mercadopago, the money was deducted from my balances, I have the transaction number, the status is approved (from mercadopago). I appreciate that you responded to me and I hope to be able to stay in touch so you can help me with this problem. Thank you so much.

Good afternoon, did you have any information? The casino did not send any email, and the transfer is still not credited.

Thank you for your reply, Arielchurro. In order to proceed with this complaint I would like to kindly ask you to provide:

• screenshot of the deposit receipt
• screenshot of your deposit history (you should be able to find this in your casino account)
• communication between you and your bank
• communication between you and the casino.

You can forward everything to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Arielchurro,

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.