The player from Spain played roulette, but winnings from one game round wasn't credited. After gathering information from the player we concluded the bet wasn't accepted and we rejected the complaint as unjustified.
MyStake Casino - Player's win wasn't credited.
Amount: €55
MyStake Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
Public
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1 year ago
Translation
Greetings again. I am writing to you because playing roulette at mystake and I have experienced a failure where 55 euros have been taken from me when one of the spins has not been accounted for, therefore I understand that it has not been valid and even so the money has been deducted. I have evidence of this where the failure is clearly seen. To all this I contact the support and they do not answer me
Automatic translation:
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1 year ago
Dear Rulettero,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history to tomas@casino.guru? Please highlight the exact time of the incident and include any communication between you and the casino regarding the issue.
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1 year ago
Translation
I have already sent you the email with the proofs
Edited
Automatic translation:
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1 year ago
Dear Rulettero,
I checked the video of your gameplay:
The bet for the game round with the '11' winning number was processed without issue.
The bet for the game round where '35' was a winning number your bet wasn't accepted, no balance was deducted, and no jetons were on the table. The total bet showed 0€.
Unfortunately, in situations where a bet wasn't accepted, we won't be able to help you with your request for the casino to credit you any winnings.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
