MyStake Casino - Депозит игрока был задержан.

Hello, how's it going? On Friday, January 17th, I made a deposit at the Mystake casino for an amount of 200 USD (via crypto in LTC). I've been using this method for over 3 years and have never had any issues.

The 200 USD NEVER reached my casino account and they were deducted from Binance.

From that moment, the difficult task of dealing with support began. Initially, they told me I had to wait 3 business days (which seemed crazy to me) and then they started with all kinds of excuses. They don't provide a clear solution and always say the same thing, that they can't see the status of the claim, that it depends on another department.

I feel like I've lost my money and I've been scammed.

Thank you very much.

Regards,

Hola como va? el dia Viernes 17 de enero realice un deposito en el casino mystake por un monto de 200usd (por crypto en LTC), Hace mas de 3 años que uso este metodo y nunca tuve problemas.

Los 200usd NUNCA llegaron a mi cuenta del casino y se descontaron de binance.

Desde ese momento comenzó la dificil tarea de tratar con soporte. En un principio me dijeron que tenia que esperar 3 dias habiles (lo cual me parecio una locura) y despues arrancaron todas las excusas posibles. No dan una solución clara y siempre te dicen lo mismo, que ellos no pueden ver el estado del reclamo , que depende de otra area.

Siento que perdi mi plata y me estafaron.

Muchas gracias

Saludos

Dear petorchaca, 

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

Hello, how are you? Thank you very much for the answer. In these 3 years I have made a lot of deposits to the same account, these are by crypto, the money left and arrived at its destination. I have the transaction receipts, mystake should give guarantees or a more precise explanation of what is happening, now they don't even answer my emails.

I don't want to give up on the money, but it's annoying. It's one thing to lose it gambling and another to have it taken away like that...

Hola como estas? Muchas gracias por la respuesta, en estos 3 años tengo un monton de depositos a la misma cuenta, estos son por crypto, la plata salio y llego a destino. Tengo los comprobantes de la transaccion, mystake tendria que dar garantias o una explicacion mas precisa de lo que pasa, ahora ya ni me contestan los mails.

No quiero dar por perdida la plata, pero da bronca. Una cosa es perderla jugando y otra que se la saquen asi...

Thank you for your reply.

To proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear petorchaca,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.