MyStake Casino - Player's winnings not credited to account.

I was playing big bass splash and won 29 pounds this has not been credited to my account. The game stalled for a few seconds and my winnings were gone. I did not use any free spins or bonuses

Dear miltonjane09,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you are disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.

Could you please clarify if the winnings have been recorded in your game history? Do you have any proof that you won these funds?

Thank you very much in advance for your reply.

Best regards,

Kristina

The winnings is not recorded in the transactions section. No i do not have proof.

The game jumped and the winnings did not go onto my balance even after placing another bet

Thank you for your reply, miltonjane09. I am sorry, but if this result has not been recorded in your game history you most likely saw an incorrect result on your screen when you were playing.

If there is no record of the gameplay you described or any other proof that you did win this amount, I am afraid that we can't proceed with this complaint.

I can only recommend that you contact the game provider to see if they can perhaps have recorded a different game history. You can also contact the licensing authority, as both of these establishments have more options and tools to investigate and help in cases like this.

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.