MyStake Casino - El depósito del jugador no se ha reflejado en su cuenta.

Hello, how are you? I've made a deposit on mystake, specifically last Thursday at about 12:30 PM, but the money still hasn't been deposited into my account. I believe that when someone makes a deposit in a day, it's to play on that same day, not whenever the casino wants. Can you help me with this situation? I'm considering suing the casino for fraud, but I doubt I will win anything and that money is probably already lost. Each time I speak with support, I receive the same response and they take no responsibility. They keep telling me that I have to wait for an email, and so on. I just want my money back or have it in my account and be able to play, that's all.

Buenas que tal? Eh depositado en mystake para ser exacto el jueves pasado a las 12:30hs mas o menos y aun siguen sin depositarme el dinero en mi cuenta, se supone que alguien que deposita un dia es para jugar ese mismo dia no cuando el casino quiera. Puede ayudarme en esta situacion? Estoy evaluando demandar al casino por estafa pero no creo que gane nada y ese dinero seguro ya lo perdi. Cada vez que ablo con el soporte me dicen lo mismo y no se hacen cargo, me dicen que tengo que aguardar un mail etc etc. Yo solo quiero mi dinero de nuevo o en la cuenta y poder jugar nada mas eso.

Dear xtrange94, 

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

Good morning Veronica, thank you very much for the help. Even if it's you, you tell me that these types of problems usually take a month, they just tell me to wait without giving me any date or telling me any other information. Now at least I know that I have to wait at least 1 month. Thanks for the information.

Buenos dias veronica muchas gracias por la ayuda. Aun que sea usted me comenta que suele tardar un mes este tipo de problemas, ellos solo me dicen que espere sin ponerme fecha alguna o que me digan alguna otra informacion. Ahora al menos ya se que tengo que aguardar 1 mes por lo menos. Gracias por la informacion.

You should contact your payment provider to inquire if the money was sent to the casino. They will need to investigate the current location of the funds, which can take up to one month.

I have contacted my payment provider but it has not occurred to me to ask about the location of the funds. I only asked if the money had been sent correctly and they told me that it had arrived instantly, hence the frustration because the money did arrive.

Yo me eh comunicado con mi proveedor de pago pero no se me a pasado por la cabeza preguntar por la ubiacion de los fondos. Solo pregunte si se habia enviado correctamente el dinero y me han dicho que le habia llegado instantaneamente por eso la frustracion por que el dinero si les llego.

Dear xtrange94,

It has been almost a month since you submitted this complaint. Please let me know if the deposit was credited to your casino account or returned to your bank account.

Dear xtrange94,

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.