MyStake Casino - The player's deposit never arrived.

Absolute scam, deposited 60 euros but no funds appeared in my account even though money was taken from my bank. Sent proof of payment from my bank and had it confirmed by my bank 3 times the transaction had gone through to be told by support that my payment was missing and to contact my bank. DO NOT USE customer service is appalling and slow and no help whatsoever. 

After 3 weeks of contacting support still no funds in my account or money back in my bank, do not give these theiving scammers anything

Hello Malphos,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.

What payment method did you use to deposit? When exactly did you deposit? What did the casino respond when you contacted them with this issue?

Looking forward to your answer.

Regards,

Nick

Hi Nick

Payment method was debit card on 26th February 2022.

The response i have had from them is that they don’t have the payment and to check with my bank which i have done on 4 occasions and have sent them proof the payment has gone through

Hello Malphos,

Could you please forward us a confirmation of the payment? Please send it to nikolas.b@casino.guru.

Regards,

Nick

I have just sent this now

Thank you Malphos for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Malphos,

I am sorry to hear about your negative experience. Now I would like to invite MyStake Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear MyStake Casino Team,

Could you please check the situation with the relevant department? You have been provided with a confirmation that the transaction has been debited from the player's bank account. What else is needed to start a thorough investigation on your part?

Thank you in advance for providing the information.

Hello,

We are sorry Malphos for the inconvenience you experienced. It took some time to track down your transaction.

As soon as our payment provider confirmed that the deposited amount reached us successfully (on 28.03.22), it appeared in your Mystake account.

Once again, please accept our apologies for the delay caused by the third party.

Greetings all,

Thank you, MyStake Casino team, for your response and update.

Can you please provide us with an estimated time frame for getting results from your payment provider?

Hello Branislav,

As I mentioned in a previous message, the player received the money in question (60 EUR) on 28.03.22

The issue is resolved on our part.

Thank you for the explanation. There was a little misunderstanding. I am sorry, I read the information above incorrectly.

Dear Malphos,

Can you please confirm your issue has been already resolved?

Dear Malphos,

Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Yes this has now been resolved

Great news! Thank you, Malphos, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, MyStake Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru