The player from the United Kingdom had mistakenly deposited money without proper context or link and the funds had been lost in the process, however, the casino's support had been unhelpful in resolving the issue. The player had been advised by us to contact their bank to investigate the matter as it was beyond the casino's control. The player did so and also contacted the casino again with evidence of the deposit. The casino had then credited the funds to the player's account. The issue had been successfully resolved and the complaint had been marked as 'resolved' in our system.
MyStake Casino - Player struggles to retrieve the lost deposit.
Amount: £311
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Hello,
This is more my fault rather than a complaint however all of the support members I have spoken to are useless, they just say that they personally can't help me which seems weird. when depositing, it usually links me to my bank app to accept it as a linked transfer so that when the money is received, it appears in my account. I was moving money around the other day however and sent money to their processor (santeda) (311.10) with no context or link clicked on so my money is now lost in their accounts and mystake help is not doing much to help. If there is any way you guys could help me it would be much appreciated.
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7 months ago
Dear macc0nf13ld,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Veronika
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7 months ago
Hi Veronika,
I have asked that my bank open a case and contact their bank in order to get my money back, very disappointed however in the lack of info/help on santeda and also mystake's lack of ability to help me, all of my agents have been unhelpful and have shut the cases on me. Will report back with any updates if this goes anywhere. Thank you.
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7 months ago
Hello,
Update on the money, I sent another email last night and told them it was meant to be a deposit just to keep it simple, they asked for evidence and after being forwarded and marked in their system for importance the money is in my balance so all in all good support from them maybe just a couple useless help agents.
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7 months ago
Dear macc0nf13ld,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
