MyStake Casino - Hráčův vklad nebyl nikdy připsán na jeho účet.

I deposited €383.41 on 02/22/2023 deducted from my bank account but it was never "credited" to my gaming account. Reporting the problem to Mystake support in chat (from the next minute, I have all the transcripts) they say they haven't received anything and dismiss me with a "we'll let you know if there's any news". No support or apology emails. The site is theirs and they are disinterested in everything. I find it absurd.

Ho versato 383,41€ il 22/02/2023 detratti dal mio conto bancario ma non sono mai stati "accreditati" sul mio conto gioco. Segnalando il problema al supporto di Mystake in chat (fin dal primo minuto successivo, ho tutte le trascrizioni) dicono che non hanno ricevuto niente e mi liquidano con un "vi faremo sapere se ci sono novità". Nessuna mail di supporto o di scuse. Il sito è il loro e si disinteressano di tutto. Lo trovo assurdo.

Dear nicomasiello,

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 one month approximately. 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,

Kristina

The bank says that the operation is all right for them.

La banca dice che per loro l’operazione è tutt’ok.

Thank you very much for your reply, nicomasiello. Could you please forward all the relevant communication between you and your bank to kristina.s@casino.guru? I would like to see the confirmation that the transaction was processed successfully and reached the recipient.

Furthermore, I would like to ask you to post here or forward me the deposit receipt, the deposit history from your casino account as well as any communication between you and the casino regarding this issue.

Alternatively, you can post everything here. Thank you in advance.

Dear nicomasiello,

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.