The player from Argentina had requested a withdrawal to his MercadoPago account but discovered the transaction was rejected and another transaction under the name LITECOIN was approved instead. He had not received any information or response about where the funds had been sent. The player claimed he hadn't made the Litecoin transaction, and the funds were not sent to his verified Litecoin wallet. The casino had provided transaction details, which didn't match the player's Litecoin address. Further investigation had shown that the player's account was accessed via a VPN, including at the time of the disputed withdrawal. The casino argued that they had every reason to believe the withdrawal was initiated by the player, as the account was accessed with correct user credentials. As a result, the complaint had been rejected due to lack of evidence of any wrongdoing on the part of the casino.
MyStake Casino - Player's withdrawal has been misdirected.
Amount: $400,000 ARS
MyStake Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
I requested a cash withdrawal on Saturday 10th February, choosing a bank transfer to my MercadoPago account as the method. Knowing that it usually takes 72 hours, I did not access the website again. When I checked the withdrawal, I noticed that the transaction had been rejected and another one had been made under the name LITECOIN, which had been approved.
I sent an email, and up until now I have not been informed about which virtual wallet the money has been sent to. Today being the 19th February, I have still not received any response or the money.
Dear Tiburon1978,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Are you suggesting that someone else requested a withdrawal to a Litecoin wallet in your account?
Have you ever made any successful withdrawals from this casino before?
Have you made any deposits via Litecoin?
I hope we will be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
It is the first time he made a withdrawal at this Casino. So I don't have any other experiences.
I don't know if another person made the withdrawal, which I doubt, or if the system automatically did it. The Real thing is that the withdrawal is made, and accepted in a way that I did not request.
Deposit in Litecoin I have made only one and successfully.
Have you been in contact with customer support when you found out that your withdrawal method has been changed? If you have any relevant communication (chat transcripts, emails, screenshots), please send it to me. My email address is veronika.l@casino.guru.
Good evening, I did send a series of emails, only one of which had a response. Then they never responded again. Veronika sent you the screenshots to your email.
Greetings
You mentioned that you made one deposit via Litecoin. Did the casino verify this payment method? If it was, would it be possible for the winnings to be sent to this verified wallet?
The account is verified, at least that way it appears in the user panel.
Have you checked your Litecoin wallet to see if your winnings were sent there? If this payment method is verified, the casino may have sent your winnings there.
Every day I check and my movements continue without variations. There I send you the screenshot from today..
The two Litecoin moves I have were to deposit money into Mystake on that date.
This screenshot shows transactions from 2022 and 2023. Have you not received any money via Litecoin in the recent past?
As clearly seen in the image, I have not made any other movements in that account.
Thank you very much, Tiburon1978, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello Tiburon1978,
I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.
We would like to invite MyStake Casino to join the conversation.
Dear MyStake Casino,
Can you please provide information on when and where the player's winnings have been sent?
Hello,
We checked that withdrawal transaction in detail and there is information regarding it:
The withdrawal has been transferred on that timeframe - 10-02-2024, payment method Litecoin, transaction details:
Ld7sTcbMpKedjSep2wgwiqZarq7zuJHWYZ
HASH 1795a15b54ef45e7da6917f8bc71b93b75ac175e703538a11f2eca2097e59c92
Kind regards,
Mystake
Good morning...how can I find out which account it went to?
I don't understand those codes much.
I haven't received anything from Ripio's account yet.
Greetings
Thank you for the response, MyStake team.
Dear Tiburon1978,
You can check the transaction here
The transaction hash is 1795a15b54ef45e7da6917f8bc71b93b75ac175e703538a11f2eca2097e59c92
As can be seen in the transaction hash it was sent to these LTC addresses:
Ld7sTcbMpKedjSep2wgwiqZarq7zuJHWYZ - AMOUNT 5.01600000 LTC (354.43 USD)
MNBLSz6XWtHMZSHCLo1FNRKtupvPpmJHuV - AMOUNT 0.74261483 LTC (52.47 USD)
My Ripio platform address is
MKfRP3kkn2nKYKoBiEcipoEs8hLj9hoiEW
And there I received nothing, I had also requested the withdrawal from my MercadoPago CVU.
Those withdrawals were made automatically, I did not make them.
Dear Tiburon1978,
I assume you still have access to your casino account, can you please either here or to my email michal.k@casino.guru share the transaction history of your MyStake account? Specifically the withdrawals?
I had already sent them. But there's no problem. I'll send them to you again but now to your email. Just in case, I'll also post it here.
As seen in the image, there is the deposit of money in pesos, made through MercadoPago, then my attempt to withdraw also by bank transfer to the MercadoPago account, which appears as rejected.
And on the other around 4 am, a withdrawal for 400,000 pesos in Litecoin that I did not make. Which should be easy to check with the login record, I am never awake at that time, much less playing.
Dear MyStake team,
Could you kindly verify the IP address and device used to log in, along with the respective timestamps, during the period when the Litecoin withdrawal was initiated on the player's account?
Please post the evidence either here (I will set it as private) or forward it to my email michal.k@casino.guru
Thank you
I was searching within Mystake, where to find that information but I couldn't find it. I sense that the technical area of the page should be able to obtain that information. I don't know what else to do...my money went somewhere but to none of my accounts.
Hello Michal,
We have sent you additional docs via email, please check your inbox.
Kind regards,
Mystake team
Thank you for your email and the provided evidence MyStake team.
Dear Tiburon1978,
Upon examining your account login history, it appears that a VPN was utilized. This is evident as your account was accessed from IP addresses originating from various countries worldwide, not limited to Argentina. The access occurred from a device matching the same cookie, operating system, and browser between 08.02.2024 and 21.03.2024, including the date (10.02.2024) when the withdrawal was processed to the crypto wallet. The individual responsible for initiating the withdrawal from your account is presumed to be the one who accessed it. Given that only you should have legitimate access to your account, it is understandable that the casino may have assumed this activity to be conducted by you.
Unfortunately, it is practically impossible for us to determine the identity of this individual if it really was not you. Furthermore, due to the inherent nature of cryptocurrency and its operations, there is no viable method for tracing or recovering the funds.
I understand that this response may not be what you had hoped for. However, due to the aforementioned reasons, I regret to inform you that our ability to provide any further assistance is extremely limited, as we have absolutely no control over crypto transactions. Please let me know if there is anything else I can do to assist you with, but I'm afraid I won't be much of a further help in this case.
In other words, the system is vulnerable to unwanted entries and withdrawals. And the casino cannot take care of a few 400,000 pesos, which for me represents a lot but the company is insignificant.
I appreciate your willingness to try to solve the problem.
It must have been a bad experience on this platform, which logically I will no longer use for reasons that do not generate trust in me.
I was hoping it would be resolved.
Greetings
Dear Tiburon1978,
I'm not sure you have fully understood my previous post, so I will try to provide more clarification on this.
You have clearly used VPN software, and you have logged in to your account with your username and password from various IPs in the past. Your account was normally logged in using your username and password when the Litecoin transaction was initiated. That's why the casino team has all reason to believe that this was initiated by you, as only you should have legitimate access to your account.
If you had accessed your account only via your own house Argentinian IP, the usage of a foreign IP could have become suspicious to the casino system, but as I mentioned previously, you have accessed your account from IP addresses originating from various countries worldwide in the past, thus the casino system has not detected any suspicious access.
Please understand that once your username and password are inserted for login, it is practically impossible to determine if it really was you or not. That's why it is crucial to set a strong password and don't share your login details with anybody else.
With all this being said, due to the inherent nature of cryptocurrency and its operations, there is no viable method for tracing or recovering the funds. Our ability to provide any further assistance is extremely limited, as we have absolutely no control over crypto transactions. Please let me know if there is anything else I can do to assist you.
Dear Tiburon1978,
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.
Good morning... unfortunately from what you say... there is nothing else to do.
I understand what you are telling me and in a certain way it is correct, but ultimately the money is not in any of my accounts, whether due to a Mystake error or whatever.
I do not use VPN, the public IP I have are the ones assigned to me by my Internet provider.
Dear Tiburon1978,
I acknowledge that the resolution of your complaint may not have met your expectations. However, as previously mentioned, we have received evidence indicating that either you or someone using your login credentials and password accessed your casino account through a VPN program. This is evident from the diverse IP addresses originating from various countries across the globe.
It's important to understand that once the correct username and password are entered for login, any actions initiated from the account are presumed to be authorized by you. It is the player's responsibility to maintain the confidentiality of their login details and to establish a secure password.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint as there is no evidence indicating any wrongdoing on the part of the casino.
Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
Best regards,
Michal
Casino Guru
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