MyStake Casino - Player’s deposits have never been credited to her casino account.

I attempted to make a deposit of £20 to my mystake casino account, it showed "transaction failed" I attempted a further four times, each time " transaction failed" I checked my bank account and ALL FIVE of the "failed deposits" had been taken from my bank account. I contacted the casino via online chat, explained the situation and they advised they would pass it to the payments team. The next day I had received one of the £20 payments into my casino account, I again went on the online chat and asked where the other 4 was? I've asked this very same question for over a week, each time, getting different answers, its under investigation, were waiting an answer from the payment provider ect etc. They managed to put one back the next day, why am I still waiting the other 4? I've since researched this company on Google and the reviews are riddled with the same complaint, money taken out of peoples bank account but not allocated to their casino account. if only I read the Google reviews,instead of relying on 3rd party sites that give them glowing reviews! DO NOT PLAY HERE! This casino is a FRAUD.

Dear Kelly,

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 deposits have 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 which 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.

Could you please advise if you contacted your payment provider already? If there’s any relevant communication, please forward it along with payment receipts to petronela.k@casino.guru.

As I mentioned earlier, if deposits haven't been credited to your account, the casino has its hands tied as only the sender can track the transaction, not the beneficiary.

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

Best regards,

Petronela

I have since contacted my payment provider but that was because I wasn't getting anywhere with this casino, and if it is the case that only MY payment provider can find the funds, then why have the casino been telling me that they are investigating the problem and they will give me my money back in due course. Probably because they are trying to keep.hold of my money as long as they possibly can before I get fed up and drop it. Wel I won't be dropping it and I have referred this to my bank.

The casino has its investigation too, but it’s limited, and it always helps if the payment provider joins the process. Could you please forward your payment receipt? Thank you very much in advance.

There's no point me sending you my receipts, you obviously can't do anything, you have said gey my bank to chase, which I have so I'm not wasting my time with this complaint. You obviously just side with the casino and it was a massive waste of time even writing to your company.

We helped many players with their misplaced deposits, but of course, if you are not interested in our help we won't force you. Please let me know how you'd like to proceed with this case. Thank you very much in advance.

Dear Kelly,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Thank you very much, Kelly, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Kelly,

I'm Nick and I'll be assisting you from now on in your complaint. I would like to ask MyStake Casino to join us and help us resolve the player's issue.

Please do!

Hey, we are very sorry to hear about the inconvenience you've experienced while dealing with MyStake.

So, as you can see from the screenshot, there have been a couple of Errors because we got the Approvals a bit late. We have credited one of that Errors and we are investigating the second Error right now. Other than that, where it says Rejected, that means that the money that has been removed from your bank account has not reached us.

You can send us a bank statement (A pdf from your online bank account) with a current date where we can see the exact transactions.

Once again, we are sorry for the inconvenience. Thanks for letting us know about your problem and we will do our best in order to solve your issue in a timely manner.

Dear Kelly,

Could you please let us know if your first deposit which the casino claims to be credited is now available on your casino account?

The 1st one was credited weeks ago, yes

Did you receive any time frame from the casino telling you when should you receive your remaining uncredited deposits? If not, I would like to ask MyStake Casino to specify when should the player expect to have all of her deposit credited.

I asked that question numerous times, they never gave me a time frame. They just kept saying they need time to investigate. ( it will be 5 weeks in 2 days that they have been 'investigating')

We had 4 x 20USD rejected transactions in total. We searched all through our transactions, however, we could not get the exact information whether you got your amount back or not. The reason for that is that your transferred amount has not reached us (illustrated in our previous comment).

However, for the inconvenience, our team still decided to credit the whole amount, 80$ on your player balance. We hope we won't have to deal with this kind of unfortunate situation in the future.

Thanks for your patience and we wish you good luck!

Dear Kelly,

Could you please confirm that the amount of 80$ was credited on your casino account? Let us know please.

Yes

Dear Kelly,

Thank you for letting us know that the money was credited. Is there anything esle we can help you with? If no, the complaint will be closed as resolved.

No thank-you

Dear Kelly,

The complaint will be now resolved as the deposit was credited to the player. Thank you for contacting us and do not hesitate to write us again if you will come across any other trouble in the future, we will gladly try to help.

Best regards,

Nick

Casino.guru