MyStake Casino - Player's deposit not credited to casino account.

Buenas, mi nombre es Pedro M******.

Realice una transferencia de $40000 pesos a mi cuenta de MyStake y nunca se deposito el dinero. Quisiera saber como hacer para recuperar mi dinero?

Dear pedromoya446,

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 payment provider 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 joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Buenas.

No fue el primer depositó en MyStake, lo he realizado muchas veces y nunca había tenido ningún inconveniente hasta ahora.

Me puse en contacto a través del chat en vivo que tienen en la pagina de MyStake y me dijeron que me enviarían un mail pero aun no tengo respuestas.

Hi pedromoya446,

• Was there a particular document requested from the casino that could assist in the investigation to trace your funds?
• Have you contacted your payment provider too?

Thank you.

Buenas, me he comunicado con MyStake dando a conocer lo que habia pasado y adjuntanto los comprobantes de la transferencia, pero solo me dijeron que estaban al tanto del caso y que iban a pasarlo al departamento responsable para que lo revisen, pero aun no recibí ninguna otra respuesta.

I completely empathize with your frustration, pedromoya446. 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.

Dear pedromoya446,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.