MyStake Casino - The player's winnings disappeared.

I had been play a slot game on this site and had activated auto spins… I then closed the game and woke up the next morning to withdraw over €1000 worth of winnings to my account to discover that it was gone… I went into to see what happened to discover the slot continued to play till 2am that morning

Hello jayne,

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.

Could you please advise which game have you been playing? Is there any way you can prove that you have closed the game?

If yes, please forward any evidence of screenshots or logs to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hello jayne,

Is there any way to prove that the chat transcript is from MyStake Casino? There are some slight differences in the layout.

It was an email of the transcript, the others are screenshots taking during a chat, also says on the top of browser Mystake.com

Thank you jayne for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on. Wish you best luck resolving it.

Regards,

Nick

Hello jayne,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite MyStake Casino to the conversation to participate in the resolution of this complaint.

Thank you MyStake Casino for your reply.

Dear jayne,

At what time did you log out from your account that evening when it happened?

Around 1.15am I stopped and discovered it continued to play on till after 2am

Thank you jayne for the information.

Dear MyStake Casino team,

Could you please send jayne's game history and player log to my email address (peter.m@casino.guru)?

Hello Peter,

We have sent the requested documents to your email address.

I hope provided information will be helpful in resolving the issue.

As for the missing deposit, which happens in rare cases, the finance team is waiting for the reply of a third party (payment provider). Once we track the transaction, of course, she will get funds to her account.

As I have been updated the investigation will end within a couple of days or earlier.

Kind regards,

I’m still waiting on my funds to be traced and given back to me it’s been nearly weeks 2 weeks

Hi all,

Thank you for your replies.

Dear jayne,

I've looked at the evidence provided by the casino and found nothing that would support your claim. If you stopped playing at "around 1:15 AM", your balance was already played down to €0,8460. The last time you had a balance over €1000 in your account was at 00:28 AM.

Dear MyStake Casino team,

Has there been any news regarding the lost deposit?

Hello Peter,

We tracked down the transaction and reflected 100 eur to her playing account on Friday(17.06.2022).

The player can check the transaction history to verify that the money was certainly credited to her Mystake balance.

Kind regards,

Thank you MyStake Casino team for the update.

Dear jayne,

Can you confirm that the deposit was credited to your account balance?

Dear jayne.sheridan13,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Dear jayne.sheridan13,

Since we haven't heard from you, we are rejecting your complaint. Thank you for using the Casino Guru complaint resolution center.

Best regards,

Peter