MyStake Casino - Hráč během hraní zažil technickou závadu.

Greetings. I have a problem in the payment of a bet made. When I played the crazy time game at the mystake casino, the cash hunt box came out with a 5 euro bet plus a x7 multiplier. In the game I took out a x50 and the payment was not made correctly since they only paid me 45 euros. I have contacted customer service but they have not responded. You will have to see me make the payment of 1750 euros. 5x50=250 + the multiplier of 250x7=1750. What I can do

Saludos. Tengo un problema en el pago de una apuesta hecha. Juando en el casino mystake al juego crazy time me a salido la casilla cash hunt con 5 euros de apuesta mas un x7 de multiplicador. En el juego saque un x50 y no se me a hecho el pago correctamente ya que solo me han pagado 45 euros. Me e puesto en contacto con atención al cliente pero no me responden. Me tendrisn qie a ver hecho el pago de 1750 euros. 5x50=250 + el multiplicador de 250x7=1750. Que puedo hacer

Dear Rulettero,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Hello Veronica. Thanks for your answer. I'll send you the screenshots soon

Hola Veronika. Gracias por tu respuesta. En seguida te envío las capturas de pantalla

Hello Veronika, I would like you to confirm if you have received the email with the proofs. Thank you

Hola Veronika, quisiera que me confirmases si haz recibido el correo electrónico con las pruebas. Gracias

Hello Rulettero, I confirm that I have received your email. However, from the screenshot, I can see that only one of your bets of €5 won a 7x multiplier (it was the bet on the little "dartboard"). This means that you've won €40 (5*7=35 plus the €5 bet equals 40) and that money has been credited to your account.

Good and the multiplier x7 according to the history was paid but the multiplier of cahs hunt where is it. The x50 that came out has not been paid to me. Even so, money is still missing, which would be those 35 x 50 that came out in the game. It's still 1750 35x50= 1750. You know what I mean. I was paid x7 but not x50 of the game itself

Bien y el multiplicador x7 segun el historial fue pagado pero el multiplicador de cahs hunt donde esta. No se me a pagado el x50 que me a salido. Aun asi sigue faltando dinero que seria esos 35 x 50 que me a salido en el juego. Siguen siendo 1750 35x50= 1750. Me entiendes. Se me pago el x7 pero no el x50 del juego en si

I'm sorry but I see nothing about the x50 multiplier in the screenshots you sent me. Could you please provide me with more evidence regarding that win?

I don't have screenshots of the internal game when it came out. But it is logical. If that game multiplies your winnings according to the multiplier that came out with the cannon. And they have only paid me the x7 multiplier. I am still missing the internal multiplier that does not appear in the history. You could invite the mystake representative to join the conversation

No tengo capturas de pantalla del juego interno cuando salió. Pero es de lógica. Si ese juego multiplica tus ganancias segun el multiplicador que te alla salido con el cañon. Y solo me an pagado el multiplicador de x7. Me sigue faltando el multiplicador interno que no sale en el historial. Podrías invitar al representante de mystake a unirse a la conversación

Hi Veronika, could you invite mystake to join the conversation. I've been waiting days for mystake's response by mail and they don't show signs of life. Thank you

Hola Veronika, podrías invitar a mystake a unirse a la conversación. Llevo dias esperando la respuesta de mystake por correo y no dan señales de vida. Gracias

I'm sorry but if the multiplier from the internal game does not appear anywhere in your history and you have no supporting evidence that you got the multiplier, we are not able to proceed further with this case as it would be close to impossible to confront the casino. Due to this reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Veronika