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I made a deposit of €50 today, they charged it from my card but the money did not arrive and I write to them by email and they don't even respond

Hice hoy mismo un depósito de 50€ me lo cobraron de la tarjeta pero el dinero no llegó y les escribo al correo y ni responden

Dear Josecamss81,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

It was the casino's fault, my bank is not responsible for the payment, I called this morning and they tell me that you are to blame

A sido culpa del casino mi banco no se hace responsable del pago,e llamado esta mañana y me dicen que vosotros tenéis la culpa

Dear Josecamss81,

Just to clarify, we are not the casino. Also could you advise when exactly did you deposit and if you did send the payment confirmation to the casino?

The payment does not come out in the casino, so the error is from the casino, I spoke with my provider and they told me that the same casino has charged the €50, I deposited it on January 30 and the money never arrived at the casino

El pago no sale en el casino por eso el error es del casino,yo hablé con con mi proveedor y me han dicho q el mismo casino se a cobrado los 50€,los deposite el día 30 de enero y no el dinero nunca llegó al casino

Dear Josecamss81,

Thank you for the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

I hope it's quick, time just passes and I don't see a solution or response from you

Espero que sea rápido,solo pasa el tiempo y no veo solución ni respuesta por vuestra parte

Hello Josecamss81,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite MyStake Casino to join the conversation.

Dear MyStake Casino,

Can you please provide more information regarding the player's missing deposit?

The deposit was made on January 28, it was €50 and the money was deducted from my bank but it never arrived at the casino. I contacted the casino by mail and the casino tells me that it is my bank's fault. Call my bank and I explained the case to them and they told me that it was the casino's fault because the payment had been deducted and they couldn't do anything my name in the casino is Jotacee19, if necessary I can recapture the payment details and pass the casino capture of the transactions that never arrived

El depósito se hizo el día 28 de enero fue de 50€ y el dinero se descontó de mi banco pero nunca llegó al casino,me puse en contacto por correo con el casino y el casino me dice que es culpa de mi banco.Llame a mi banco y les expliqué el caso y me dijeron que la culpa era del casino por que el pago se había descontado y ellos no podían hacer nada mi nombre en el casino es Jotacee19, si es necesario puedo volver a pasar captura de los detalles de pago y pasar captura del casino de las transacciones que nunca llego

Hello,

I have notified the relevant department about your case. They will contact you today, and please follow their instructions.

Best regards,

Thank you for the response, MyStake Casino team,

Dear Josecamss81,

Have you been able to follow all the steps mentioned in the email from MyStake Casino team or even better has your deposit been credited to your casino account?

Yes, I did all the steps but they don't pay attention, I sent the deposit receipt several times and they always answer me the same, and the credit has not been added to my casino and you can see it for yourself, the balance is still at 0.05

Si hice todos los paso pero ni caso hacen,envié el comprobante del deposito varias veces y siempre me responden lo mismo,y el crédito no se a agregado a mi casino y lo pueden ver ustedes mismo el saldo aún sigue en 0,05

Thank you for the response, Josecamss81.

Dear MyStake Casino,

As per the player's response, they have followed all the steps as required by you. Were you able to locate the player's deposit, this time?

Hello Josecamss81 and Michal,

The player had 3 deposit attempts; however, all of them were rejected. We have not received the money; it must be returned to your bank account. Please consider that it may take some time.

You can also send us a bank statement in PDF format, detailing all transactions since failed deposit attempts to the present moment.

Our finance team will again contact the payment provider to review the transaction and speed up the process.

Best regards,

Dear Josecamss81,

Please send the casino as well as me (michal.k@casino.guru) the bank statement in PDF format, detailing all transactions since failed deposit attempts to the present moment so the casino can check this with their payment provider.

Ok perfect I'm going to send it but I don't know how to send it by pdf

Vale perfecto voy a enviarlo pero no sé enviarlo por pdf

Dear Josecamss81,

I have received the transaction confirmation successfully, but I'm still waiting for the full bank statement detailing all transactions from 30.1.2023 until today 21.2.2023.

I already sent it, there are only the ones I sent because the payment was made the first time.

Ya la envié sólo están las que envié por que el pago se realizó a la primera.

Dear Josecamss81,

I have received the bank statement successfully. The casino will check this with their payment provider to review these transactions. We ask for your patience for now as this might take some time. We will update you once there is any development.

It's perfect because I've been waiting for a solution for a month or so since the bank says it's a casino problem

Vale perfecto por que llevo ya un mes más o menos esperando alguna solución ya que el banco dice que es problema del casino

Hello Josecamss81,

Could you please provide the complete transaction statement from January 25 till the present moment?

if i go for a second

Si voy un segundo

Dear Josecamss81,

I have received the statement. Just to check, as there was no transaction showing from 25.1.2023 till 30.1.2023 in the statement have you used during that time a different card by any chance? Is that card you used for the deposit to Mystake casino your "main" card or is that just a "secondary/backup" card for various expenses?

I only use that card, it's my main card, I use it for everything

solo utilice esa targeta,es mi targeta principal la utilizo para todo

OK, Josecamss81. Thank you for clarifying. The casino will check this with their payment provider to review these transactions.

Perfect, thanks

Perfecto,gracias

Hi, I'm still waiting for an answer.

Hola estoy esperando respuesta aun

Hello Josecamss81,

Our finance team reviewed your bank statement. Did you make more than one deposit in January?

Your deposit of 50 EUR on January 28 was reflected in your MyStake account.

We have not seen another deposit in your transactions either.

There is one deposit and one withdrawal, which you can also view in your playing account.

Please let us know if you have made another deposit and send us proof of it, as before.

I made a deposit and then a withdrawal and I made the deposit again I don't know why they ask for a statement all the time when it looks perfectly in the one I sent it and the last deposit didn't reach the account and they can check it

Hice un depósito y luego un retiro y volví a hacer el depósito no sé por qué piden todo el rato Estracto cuando se ve perfectamente en el que lo mande y el último depósito no llego a la cuenta y pueden comprobarlo

Dear Josecamss81,

Just to check, as there is no transaction showing from 25.1.2023 till 30.1.2023 in the bank statement and you previously wrote that the disputed deposit was made on 28.1.2023, the only payment to MyStake casino appears to be to one on 30.1.2023, so when this was the deposit to MyStake casino

Was this the withdrawal from MyStake Casino?

Am I correct in my understanding that these transactions have nothing to do with MyStake casino?

Please feel free to correct me if I'm wrong.

If the deposit was 50.23, they discounted 0.23 for the currency exchange, it is the first photo with the amount that says 50.23

Si el depósito fue el de 50.23 que me descontaron 0,23 por el cambio de divisas,es la primera foto con la cantidad que pone de 50,23

Dear Josecamss81,

As can be seen in the bank statement, there is just one deposit and one withdrawal between 25.1.2023 to 21.2.2023 to the casino, no other deposit, so I'm sorry, but I'm not sure where the "second" deposit should come from. Are you sure you really did the "second" deposit? If so, why is it not showing in the bank statement?

I don't know if they are stupid or they don't want to help, I made a deposit of 50 from another bank account and then I withdrew it from the casino and then I deposited 50.23 again and my money disappeared, it's in the Statement and in the end it goes I'm going to have to sue the casino for thieves because I've seen a lot of people with the same problem as me and I've been getting help for a month and they don't even do it

No se si es que son tontos o no quieren ayudar,hice un depósito de 50 desde otra cuenta bancaria y luego los retiré del casino y después volví a depositar 50,23 y hay desapareció mi dinero,está en el Estracto y al final me va a tocar demandar al casino por ladrones por q e visto muchísima gente con el mismo problema que yo y llevo un mes para que me ayuden y ni si quiera lo hacen

Dear Josecamss81,

I'm sorry, I thought you have used only one account or bank card for deposits and withdrawals in MyStake Casino. As you have used more than one bank account I believe MyStake casino would need to see the bank statement of that other account as well. Please forward the bank statement to me from the second account between 25.1.2023 to 21.2.2023 as well.

Just to double-check the deposit shown here

is the last one you made to MyStake casino, right? You didn't make any withdrawals from MyStake casino since 30.1.2023, right?

That was the last deposit and the one that gave me problems, the extract I will not be able to pass it on because it was from my friend's bank account, which was the deposit on January 28, I think

ese Fue el último depósito y el que me dio problemas el extracto no podré pasarlo por que fue desde la cuenta bancaria de mi amigo que fue el depósito del día 28 de enero creo

Dear MyStake Casino,

Is the situation a bit clearer for you now?

yes but what is the solution

Si pero cuál es la solución

Hello Michal,

We want to clarify that the user has made a deposit on 28.01, which is reflected on his balance. The user should use only his credit cards to deposit money. If he still used another person's credit card and the money isn't reflected on his account, we need the bank statement of this card to start the investigation.

Kindly send us the bank statement of the card, which was used to make the second transaction ( deposit 50EUR ), Otherwise, we won't be able to help, since the transaction made on 28.01 is already reflected on the user's account and is already been withdrawn.

Best regards,

Dear Josecamss81,

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.

It's just that I can't pass my friend's bank statement, he won't pass it to me

Es que no puedo pasar el Estracto bancario de mi amigo no me lo pasa

Dear Josecamss81,

I'm afraid that without the bank statement from your friend's account where the transaction is visible, we won't be able to move your complaint further.

Furthermore, in almost every casino it is forbidden to use a 3rd party payment method and every player should use only their own payment method held in their own name.

A similar rule is mentioned in MyStake casinos T&Cs as well here:

 11.   DEPOSITING

The Company does not accept third party payments. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name.

We at Casino Guru and the MyStake Casino team want to help you, but as you can imagine, without the required bank statement I'm afraid the is not much that can be done. As even the casino mentioned above:

"Kindly send us the bank statement of the card, which was used to make the second transaction ( deposit 50EUR ), Otherwise, we won't be able to help, since the transaction made on 28.01 is already reflected on the user's account and is already been withdrawn."

If it was withdrawn but the second deposit that was the one I made from my account did not reach the casino account

Si fue retirado pero el segundo depósito que fue el que hice desde mi cuenta no llegó a la cuenta del casino

Dear Josecamss81,

I understand your point, but as I mentioned above, I'm afraid that without the bank statement from your friend's account where the transaction is visible, we won't be able to move your complaint further.

The casino has the right to verify all payment methods that the player has used for deposits.

Yeah, but it's that with the deposit that I had problems, it was with the second one, not the first one, they don't feel like working

Ya pero es que con el depósito que tuve problemas fue con el segundo no el primero lo que no tienen ganas de trabajar

Dear MyStake Casino,

Is there any chance you could trace the missing deposit without the bank statement from the other account?

Why don't they answer?

Por que no contestan?

Hello Michal,

We require the statement in order to determine whether that deposit was made on this account or not. Moreover, we must specify if the money was returned or not.

Kind regards,

Mystake Team

Dear Josecamss81,

As you can see in the response from MyStake Casino, the bank statement from the other account is mandatory.

As I mentioned above, I'm afraid that without the bank statement from your friend's account where the transaction is visible, we won't be able to move your complaint further.

The casino has the right to verify all payment methods that the player has used for deposits.

The money did not reach the account and as I said I do not have the bank statement, I only have the photo where the deposit was made

el dinero no llegó a la cuenta y como dije no tengo el extracto bancario solo tengo la foto donde se hizo el deposito

Dear Josecamss81,

I'm not sure if the screenshot will be accepted by MyStake casino as proof.

As I mentioned before, the bank statement from the other account is mandatory.

Dear MyStake Casino,

Is the screenshot provided by the player acceptable as proof of deposit?

I don't have the statement even though that deposit has nothing to do with the second one being the one that gave me problems.

El extracto no lo tengo aun que ese depósito no tiene nada que ver que el segundo es el que me dio problemas.

Hello Josecamss81,

Unfortunately, we can't move further without the relevant statement.

Please also note our terms: The Company does not accept third-party payments. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name.

Kind regards,

Mystake Team

And what happens that I lose my money? I already said that the second deposit I made was from my scam account, I sent the statement and I will go to report everything to the casino

Y qué pasa que yo pierdo mi dinero? Ya dije que el segundo depósito que hice fue desde mi cuenta estafadores,envié el Estracto y de todo iré a denunciar al casino

Dear Josecamss81,

I'm sorry, but as I have mentioned a couple of times before I'm afraid that without the bank statement in PDF format from your friend's account where the transaction is visible, we won't be able to move your complaint further.

Furthermore, in almost every casino it is forbidden to use a 3rd party payment method and every player should use only their own payment method held in their own name.

A similar rule is mentioned in MyStake casinos T&Cs as well  here:

 11.  DEPOSITING

The Company does not accept third-party payments. You must make deposits only from a bank account, bank cards, e-wallets, or other payment methods that are registered in your own name.

We at Casino Guru want to help you, but as you can imagine, without the required bank statement I'm afraid the is not much that can be done. It is your responsibility to provide the relevant documents, not to mention that 3rd party deposits are not allowed in almost every casino. 

As you are not able to provide the relevant documents I'm afraid we have to reject your complaint.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal